Regional Customer Care Team Lead | Edwardsville

Position Summary

The Regional Customer Care Team Lead will serve as a leader for the Customer Care team, earning trust and loyalty through unparalleled service. The Regional Team Lead will effectively coach their team to ensure service excellence and exceptional performance.

Duties & Responsibilities

• Coach, mentor and manage regional team
• Lead new hire, and recurring, training sessions for Customer Care
• Identify system and workflow improvements to enhanced efficiency and experience
• Resolve and respond to escalated customer issues
• Monitor and follow-up on Net Promoter alerts
• Report on Customer Care performance metrics to ensure that service standards are being met

Education & Experience

Knowledge of:

• Advanced knowledge of line of business policies, procedures and products
• Advanced knowledge of web browsers, social media platforms and mobile devices
• Strong understanding of roles and responsibilities of employees and operations of a call center
• Have or the ability to obtain a Busey account

Ability to:

• Provide specialized support
• Manage and respond to support requests via live chat, email and social media
• Troubleshoot advanced customer issues/requests
• Possess strong interpersonal, written and verbal communication skills
• Analyze and solve problems efficiently and accurately
• Ability to maintain confidentiality
• Excellent active listening and coaching skills
• Ability to manage time utilizing good judgement and initiative in organizing and prioritizing workload
• Ability to mentor and coach staff to positive customer satisfaction
• Maintain and compile data and statistics for records and reports

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 year’s experience in training or coaching role is preferred
• Previous experience in call center management preferred

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.