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 to learn more about Busey's Equal Opportunity Employment.