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Joliet

    Regional Customer Care Team Lead - Joliet, United States - First Busey

    First Busey
    First Busey Joliet, United States

    1 week ago

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    Description

    ** Regional Customer Care Team Lead**

    **Job Category****:** Service Support **Requisition Number****:** REGIO004086 Showing 1 location **Job Details**

    **Description**

    **Duties and Responsibilities**

    Coach, mentor and manage team.

    Lead new hire and recurring training sessions for Customer Care.

    Identify system and workflow improvements to enhance efficiency and experience.

    Resolve and respond to escalated customer issues in a timely manner.

    Monitor and follow up on survey alerts.

    Provide service and technical quality assessments.

    Report on and ensure team is achieving desired service levels and performance metrics.

    **Education and Training**

    Requires high school diploma; some college preferred

    Requires knowledge of Microsoft Office and Microsoft Excel

    Previous banking and customer service experience

    Prior experience in roles identifying customer needs to expand relationships while offering outstanding service; 1-2 years of experience in sales or customer facing roles preferred

    1-2 years of experience in training, coaching or call canter management role preferred

    **Qualifications**

    *Knowledge:*

    Advanced knowledge of line of business policies, procedures and products

    Advanced knowledge of digital channels and applicable services

    Have or the ability to obtain a Busey account with online/mobile banking

    *Ability:*

    Manage and respond to escalated customer issues/requests

    Possess strong interpersonal, written and verbal communication skills

    Analyze and solve problems efficiently and accurately

    Maintain confidentiality

    Manage time, utilizing good judgment and initiative in organizing and prioritizing workload

    Ability to coach team to achieve high service, sales and technical performance

    Maintain and compile data and statistics for records and reports

    Advanced conflict resolution skills required

    ***Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.***

    ***Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors.***

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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