The Client Support Analyst is a client facing role and will be responsible for documenting and resolving incoming client issues and requests. The Client Support Analyst will also review issues, communicate and follow up with internal teams and to the client to ensure resolution to issues meet established service levels. This role will report to the Vice President of FirsTech Operations.
WHAT YOU'LL BRING
Primary point of contact and escalation for clients for production related issues and request
Evaluates and analyzes client production issues:
Take ownership, troubleshoot and resolve issues that do not require developer expertise or for which there may not be precedent
Gather information on issues that need to be handled by a developer to provide quick resolution
Performs root cause analysis of resolved issues and recommends future process improvements/system enhancements
Monitor issue management systems and provide timely and accurate resolutions for incoming client requests which are classified into 3 different tiers
Acknowledge receipt of Tier One issues within 1 business day and ensure completion/resolution within 10 business days
Acknowledge receipt of Tier Two issues within 4 hours and ensure completion/resolution within 1-2 business days
Acknowledge receipt of Tier Three issues within 30 minutes and ensure completion/resolution within 1-2 hours
Generate and distribute monthly operations reports
Perform payment processing audits for various clients as needed
Assist with annual BSA compliance tasks
Knowledge of : Funds movement related to ACH and credit cards in the payment processing industry.
Work in a conscientious, consistent and thorough manner
Research, identify problems and work toward effective solutioning as well as documenting/updating knowledge base
Monitors performance and maintains a sense of urgency to drive results
Communicates ideas and information verbally to ensure that information and messages are understood and have the desired impact
Organizes time, work and resources to accomplish objectives in the most effective and efficient way
Collaboratively work with FirsTech's functional and technical teams on new product feature launch activities
WHY IT MATTERS
This role will ensure that our existing clients get the service and support needed to retain their business. It will also position the company for future growth opportunities from both our existing clients as well as new ones.
EDUCATION & TRAINING
High School diploma
3+ years client relationship experience and systems troubleshooting experience
1+ years working in payments, financial services and or technology industries
Intermediate + Microsoft Office Skills
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.
Internal Number: CLIEN03032
As of June 30, 2019, First Busey Corporation (Nasdaq: BUSE) was a $9.61 billion financial holding company headquartered in Champaign, Illinois.
Busey Bank, a wholly-owned bank subsidiary with total assets of $7.66 billion as of June 30, 2019, is headquartered in Champaign, Illinois and has 44 banking centers serving Illinois, 13 banking centers in the St. Louis, Missouri metropolitan area, five banking centers serving southwest Florida and a banking center in Indianapolis, Indiana. Through the Busey Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $7.47 billion. Busey Bank owns a retail payment processing subsidiary, FirsTech, Inc., which processes approximately 28 million transactions per year using online bill payment, lockbox processing and walk-in payments at its 4,000 agent locations in 43 states. More information about FirsTech, Inc. can be found at firstechpayments.com.
Busey Bank was named among Forbes' 2019 Best-In-State Banks—one of five in Illinois and 173 from across the country, equivalent to 2.8% of all banks. ...Best-In-State Banks are awarded for exceptional customer experiences as determined by a survey sample of 25,000+ banking customers who rated banks on trust, terms and conditions, branch services, digital services and financial advice.
TheBANK of Edwardsville, a wholly-owned bank subsidiary of the Company with total assets of $1.95 billion as of June 30, 2019, is headquartered in Edwardsville, Illinois and has 19 banking centers. Through TheBANK of Edwardsville Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $1.50 billion.
For more information about us, visit busey.com and 4thebank.com.