Knowledge of: * Strong sales and customer service skills * Strong oral and written communication skills * All Service Center's within the Market/Hub
Ability to: * Make independent decisions regarding service center operations for which there are not always precedents * Analyze and solve problems that are of a complex nature * Take reasonable care to prevent loss to the organization * Perform duties under frequent time pressures * Familiarity with - and support of, mergers and acquisitions as it relates to retail banking * Service Manager I - Travel 50-75% of the time within Market/Area
Additional Duties: - Identify customer and non-customer financial needs and sell all appropriate products and services. - Service customer accounts as needed and proactively communicate with customers to ensure financial needs are met. - Complete any other service center-specific responsibilities as determined by the Area Manager. - Responsible for overall Service Center operational performance and results. - Responsible for monthly and quarterly service center audits, including the quarterly Service Center scorecard. - Ensure that all associates are exhibiting service excellence through the modeling and coaching of training and delivery service standards and the avoidance of risk. - Serve as back-up and second line of defense for a Service Center, acting as an additional source of leadership and support within the Area/Hub. - Travel to work in branches within the Area/Hub as needed and by direction of the Area Manager.
WHY IT MATTERS The Service Manager is an integral part of ensuring that functions within the service center happen seamlessly and allow in-branch associates to exhibit service excellence for Busey's Retail customers.
EDUCATION, TRAINING & STANDARDS OF PERFORMANCE - Requires 2 or more years of banking or management experience at a financial institution or related business field. - Service Manager I: Up to 50-75% of within Market travel required. - Pursuant to the Secure and Fair Enforcement for Mortgage Licensing Act ("SAFE Act"), all Service Center Managers (if lending) are required to maintain current registration with the Nationwide Mortgage Licensing System & Registry ("NMLS"). If such registration is not active as of the hire date, the Service Center Manager must immediately attain active registration upon employment. Service Center Managers who fail to maintain an active and current registration will be unable to lend and may be subject to disciplinary action, up to and including termination of employment. Requires knowledge of Microsoft Office.
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. People Management - Clarifies communicates performance expectations; provides ongoing behavioral feedback and guidance on job performance; provides opportunities and gives recognition; listens and keeps others informed; creates an enjoyable, supportive work environment; confronts problems, exercises discipline and resolves conflict fairly and constructively; models integrity and builds trust; delegates responsibility as appropriate; and effectively makes decisions and sets goals. Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies. Results Management - Organizes time, work, and resources to accomplish objectives in the most effective and efficient way. Communication - Communicates ideas and information verbally and in writing to ensure that information and messages are understood and have the desired impact. Attention to Detail - Working in a conscientious, consistent and thorough manner. Oral Communication - Communicating ideas and information verbally to ensure that information and messages are understood and have the desired impact. Sales Focus - Providing added value and needs based solutions to clients.
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 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.
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.