WHAT YOU'LL DO

Responsible for coordinating the onboarding of new lockbox clients to ensure timely and accurate processing. Includes handling all inbound client inquires, issues and resolutions.

Additional Duties:

• Manage inbound client service requests to ensure timely response and superior customer service.
• Set up new clients in both core and web platforms as well as provide user training.
• Assist in creation and modification of specific Standard Operating Procedures (SOPs) and Detailed Client Operational Guides.
• Monitor the intra-day health of the system and resolve or escalate errors quickly to eliminate client impact.
• Generate system scripts as needed to ensure payments and processes complete timely both intra day and end of day tasks.
• Participate in UAT cycles as needed based on system enhancements and robotics processing initiatives.
• Manage all system users and add/remove users to ensure compliance.
• Perform monthly audits to ensure PCI and HIPAA compliance policies and procedures are followed.
• Primary point of contact and liaison between operations, vendors, clients and support teams internally and externally.
• Perform backup production tasks as needed to ensure deadlines are met.

WHAT YOU'LL BRING

Knowledge of:

• Payment processing, research, customer service
• Strong oral and written communication skills
• Excellent organizational and time management skills
• Keen sense of quality control and practices
• User testing, working with technology teams

Ability to:

• Decipher incoming client issues and action or escalate if needed
• Be a team player and maintain a positive attitude at all times
• Accurately document and track issues and resolutions to ensure client satisfaction

EDUCATION AND TRAINING

• Requires High School diploma or equivalent.
• Banking or Lockbox Operations experience preferred.
• Experience performing user testing and regression testing.
• Customer Service and Support experience.

STANDARDS OF PERFORMANCE

• Customer Service - Adheres to The Busey Promise service standards and executed through Busey’s vision of Service Excellence in order to anticipate and exceed the needs of our customers, both internal and external.
• Functional Knowledge and Technical Skills - Skilled in job-specific knowledge that is necessary to provide the appropriate quantity and quality of work in a timely and efficient manner.
• Accountability - Work behaviors demonstrate responsible personal and professional conduct, which contributes to the overall goals and objectives of Busey.
• Interpersonal Relations (Teamwork) - Interacts effectively with others to establish and maintain smooth working relations.
• Forward Thinking – Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
• Attention to Detail – Working in a conscientious, consistent, and thorough manner.
• Written Communication – Communicating ideas and information in writing to ensure that information and messages are understood and have the desired impact.
• Oral Communication – Communicating ideas and information verbally to ensure that information and messages are understood and have the desired impact.

WORK ENVIRONMENT

Duties are performed in an office setting and include physical demands such as the manual dexterity and skill to operate standard office equipment. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

The above statements are intended to describe the general nature of work being performed by people assigned to this job. They are not intended to be considered an exhaustive list of all responsibilities, duties, and skills of the people so classified.

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.