Busey

Customer Support

• Serve as a customer advocate to earn trust and loyalty through service and support
• Manage relationships with digital-first customers
• Encourage use and adoption of digital offerings
• Provide proactive customer support
• Ensure customer satisfaction and retention
• Deliver technical, troubleshooting, and service support via phone, chat, and email
• De-escalate dissatisfied-customer situations
• Attend training sessions and team meetings
• Adapt to change and respond to requests professionally and positively
• Maintain customer confidentiality and protect bank operations
• Inform and refer customers for appropriate products and services
• Make outbound customer calls as needed

Customer Care Advisor

Advisor

• Facilitate communication with retirement plan participants through group presentations and individual consultations
• Conduct participant meetings in person, by phone, or through web-based conferencing
• Support new and current relationships within Retirement Plan Services in Wealth Management
• Cultivate participant relationships through personalized service and responses to plan-related questions
• Develop materials for sophisticated and average plan participants
• Guide participants in making informed investment decisions and educate them on company-sponsored retirement plan participation
• Perform individual and group enrollment and education presentations
• Provide participant advisory services, including financial planning and investment advice, on-site and in offices
• Assist with day-to-day operations of current retirement plans
• Support regular communication with plan sponsors and participants
• Identify and suggest improvements to policies, processes, and service levels with other associates

Retirement Plan Participant Advisor

Loan Specialist

• Respond timely and accurately to internal requests/inquiries via service cases
• Interact with Investors regarding servicing, reporting, and research
• Track internal errors and resolve them where needed
• Maintain core system files
• Research and resolve internal and external client requests
• Monitor daily reports
• Balance internal General Ledgers
• Review and resolve Non-Post Reports
• Assist other areas and special projects as needed
• Maintain Special Asset loans
• Collaborate with frontline partners on issue resolution
• Perform advanced loan transactions and system maintenance
• Handle monetary transactions in accordance with Bank and regulatory requirements
• Perform credit bureau reporting and portfolio monitoring for the Mortgage loan portfolio

Mortgage Loan Servicing Specialist II

General

• Complete collateral lien releases on Commercial loans for the Commercial Lending Division
• Make necessary calls and emails to obtain information needed to release the Bank’s lien or assignment
• Research and utilize multiple bank external programs to obtain information required for releases
• Receive recorded satisfaction documents and mail them to appropriate borrowers as required by state law
• Verify pertinent information is scanned to the core system of record
• Remove and update exception items associated with releases or paid loans for covenant tracking
• Comply with federal, state, and local regulatory rules and regulations governing financial institutions, as well as company policies and procedures
• Assist with special projects and other assigned duties
• Assist with collateral document research for internal and external audits

Commercial Post Closing Review Release Specialist I

Full-stack Engineer

• Build and extend customer-facing solutions on the payment processing platform
• Design and build full-stack features end to end, from APIs and data models through Angular/React UIs
• Translate customer and product-management requirements into solutions within existing frameworks and architecture
• Act as subject-matter expert and technical point of contact for assigned application platforms
• Interact directly with customers when needed
• Propose and drive architectural improvements to new and existing applications
• Improve team processes, tooling, and delivery practices
• Write maintainable, well-tested code using SOLID principles and sound object-oriented/domain design
• Participate in code reviews and mentor junior and mid-level engineers
• Work within an Agile/Scrum process, including sprint planning and estimation
• Depending on the team, act as technical lead for the scrum team
• Contribute to and maintain CI/CD pipelines in GitHub Actions

Software Engineer III

Affiliate Manager

• Coordinate and facilitate standing monthly training sessions and ongoing training series
• Plan, schedule, work with subject-matter experts, analyze surveys, and conduct follow-up
• Facilitate associate onboarding programs
• Design, develop, and facilitate training programs using adult learning principles and in-person, virtual, and blended delivery methods
• Manage and maintain the Busey University training calendar
• Advertise training and communicate with stakeholders
• Plan, coordinate, and execute in-person training events, including logistics, materials, room setup, technology needs, and participant communications
• Serve as an administrative point person for niche or specialized Professional and Leadership Development initiatives
• Organize team meetings, planning sessions, and special occasions
• Serve as a Brand and Communications ambassador for the Professional and Leadership Development team
• Produce, edit, and maintain training videos and multimedia content
• Ensure training materials and communications align with organizational brand standards
• Analyze training survey data and feedback and summarize trends, themes, and insights for leadership and stakeholders
• Evaluate training program effectiveness and recommend enhancements
• Collaborate with Professional and Leadership Development and HR partners to align training efforts with organizational goals and workforce needs
• May provide guidance, coordination, and peer support in supervisory or workgroup-lead capacities
• Perform other duties as assigned

Learning Partner

• Provide operational support and services for Retail, Commercial, Treasury Management, and Wealth clients
• Make and process NSF decisions and customer correspondence
• Order and monitor commercial cash FED orders, automated commercial deposits, and cash vaults through vendor partners
• Research, process, and check chargebacks
• Reconcile General Ledger Accounts to defined SLAs
• Process foreign check collections on a manual cash letter
• Image, correct entries, and balance deposit items
• Look up Bank of First Deposit for return items
• Research and resolve complex requests and process disposition of non-posted DDA, SAV, and LN items
• Identify fraudulent or forged items, notify the Fraud Department, provide documentation, and assist with investigations
• Process charged-off account recoveries and refund requests
• Analyze work processes and create efficiencies
• Create fraud-prevention processes
• Prepare procedures and training plans
• Partner with other lines of service
• Manage, report, and maintain service levels for assigned processes
• Manage vendor relationships and resolve service-level issues
• Represent the department when the department manager is unavailable and collaborate with Lines of Business and Management on critical issues and solutions
• Provide backup support as needed

Exception Item Processing Specialist III

• Serve as a customer advocate to earn trust and loyalty through unparalleled service and support
• Manage relationships with digital-first customers
• Encourage use and adoption of digital offerings while providing proactive support
• Ensure customer satisfaction and retention
• Deliver technical, troubleshooting, and service support via phone, chat, and email
• De-escalate situations involving dissatisfied customers
• Attend and participate in training sessions and team meetings
• Adapt to change and respond to requests professionally and positively
• Maintain customer confidence and protect bank operations by keeping information confidential
• Inform and refer customers for appropriate products and services
• Perform outbound customer calls as needed

Collection Specialist

• Make daily collection calls to delinquent borrowers
• Write letters and/or send emails to obtain borrowers’ current financial situation
• Determine appropriate remedies to bring accounts current
• Review loan portfolios for past due accounts and other problems
• Document customer conversations and repayment plans
• Gather and review customer financial information
• Consider deferments to bring customers current
• Prepare loan modification requests and present them to the Special Assets Manager for approval
• Process ACH payments using the Busey website as appropriate
• Meet or exceed collection goals and objectives
• Prepare and review various reports
• Work with attorneys and other outside professionals as needed

Retail Mortgage Collection Specialist

• Identify and develop new business opportunities related to accounts receivable and payment solutions
• Identify customer needs, present payment and receivables solutions, and manage opportunities through the sales cycle
• Collaborate with Treasury Management teams across Busey Bank markets to drive business growth
• Recommend and demonstrate accounts receivable automation through electronic payments and integrated receivables solutions
• Build relationships with clients, prospects, strategic partners, and internal stakeholders
• Maintain and develop a book of current clients, providing ongoing support, quarterly business reviews, and contract negotiation
• Conduct discovery meetings, presentations, and solution demonstrations
• Develop proposals, pricing strategies, and implementation plans
• Collaborate with implementation, operations, product, and customer success teams to ensure successful solution deployment
• Maintain an active sales pipeline using CRM and achieve established revenue and growth targets
• Stay current on industry trends, payment technologies, regulatory requirements, and competitive offerings
• Provide feedback to product teams
• Execute multichannel sales strategies using CRM campaigns, email outreach, cold calling, tradeshows, conferences, and other business development efforts
• Provide continuous education and serve as a trusted advisor to Treasury Management associates

Senior Receivables Solutions Advisor

Documentation Specialist

• Prepare consumer and commercial loan documents in accordance with loan approval, bank policy and regulatory requirements
• Evaluate and analyze loan approvals and supporting documentation to determine required loan documents
• Ensure legality, proper lien position and collateral coverage
• Review deal submissions and supporting documentation in the bank’s proprietary workflow system
• Determine documentation parameters and required contents of final loan packages for closing
• Collaborate with Loan Coordinators, Relationship/Portfolio Managers and Credit associates on deal structure and supporting documentation
• Obtain additional items needed to prepare documents and perfect the bank’s security interest
• Confirm supporting documents adhere to Bank policies, including CDD, OFAC and USA Patriot Act requirements, and Regulations B, O, U and Z
• Verify Beneficial Ownership
• Use Laser Pro for document preparation, the bank’s core system for research and the workflow system for queue assignment and deal flow
• Meet and maintain Service Level Standards, assigned metrics and individual accountability measures

Customer Care Advisor

Retirement Plan Participant Advisor

Mortgage Loan Servicing Specialist II

Commercial Post Closing Review Release Specialist I

Software Engineer III

Learning Partner

Exception Item Processing Specialist III

Customer Care Advisor

Retail Mortgage Collection Specialist

Senior Receivables Solutions Advisor

Lending Documentation Specialist