What are the responsibilities and job description for the Exception Item Processing Specialist position at Busey?
The Exception Item Specialist provides a wide range of operational support and services for Retail, Commercial, and Wealth clients. The organization is focused on continuous improvement on behalf of the firm, shareholders, and customers; with service excellence at the forefront, solutions and improvements are achieved through a structured business plan and execution model plus an engaged employee population that contributes to improvement ideas.
Primary Responsibilities
- This position is responsible for enhancing the customer experience through researching and resolving charge off and recoveries, refund requests, researching return data, and evaluating balance issues through the following:
- Collection of Foreign items.
- Image, entry correction and balancing of deposit items.
- Make and process NSF decisions, process customer correspondence.
- Look up Bank of First Deposit for return items.
- Process charged-off account recoveries, new start loans, chargebacks, refund requests, and non-posts.
- Assist with ACH returns and customer research requests when needed.
- Commercial cash FED ordering and monitoring of automated commercial deposits and cash vaults through Busey’s vendor partners.
- Two or more years banking experience in a research-oriented position with potential customer impact is ideal.
- Extensive understanding of bank accounting and ability to perform higher math functions is required.
- Demonstrated critical thinking skills and problem-solving skills and ability to deliver results under urgent circumstances (when necessary) are a must.
- Must be able to follow a defined process to complete the daily work and make suggestions to improve the process, as necessary.
Education, Experience & Skills Required
Knowledge of:
- Strong oral and written communication skills
- Strong organizational skills
- Strong listening and phone skills
- Bank policies, procedures, and Federal Regulations (preferred)
- Jack Henry Xperience system (preferred, not required)
Ability to:
- Take more than normal care to prevent loss to the Bank.
- Maintain confidentiality of customer and bank information
- Work independently
- Perform duties and make decisions under frequent time pressures
- Own Customer Issues Start-to-Finish
- Must be able to use department policies and procedures to prioritize resolution of open items.
- Must also be able to look beyond the obvious to resolve more difficult exception items.
- Maintain visual attention and mental concentration for extended periods of time
Education and Training:
- Requires High School diploma
- Requires 1 or more years of related banking or accounting experience. Will consider extensive client service or operations backgrounds.
- Requires knowledge of Microsoft Office
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.
