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*Position is eligible for hybrid work- Incumbent must work a percentage of their time weekly in the office.*
Are you passionate about providing exceptional customer service, do you believe each customer interaction is an opportunity to serve, engage, and satisfy? If yes, we would love to have you apply. We are looking for someone to join our Ag Direct Customer Support Team. The position is full-time with fantastic benefits.
In this role, you’ll provide customer service to customers through phone and digital channels. You'll establish, develop, and maintain strong and effective relationships with customers and prospects, providing them with a consistent quality level of service which is timely, thorough, and responsive. This includes but is not limited to addressing account and payment inquiries, completing loan maintenance duties, supporting AgDirect’s digital banking tool, identifying customer needs for loan servicing requests, or gathering financials.
Farm Credit Services of America (FCSAmerica) is a great place to work. You see it in our people and the relationships they have with each other and our customers. Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.
- Provide 1st level service and support for inbound customer interactions that originate through an automated call distribution phone system or other digital communication channels (chat, email, text). Accurately document interactions within the Associations’ customer service management tool.
- Complete various service and support activities based on the customer request, within the team’s service level agreements and to the satisfaction of the customer. Own the interaction until the point of resolution, which may require collaboration with others within the Associations’ for further support and/or guidance. Escalate interactions to appropriate internal resources, as needed. Conduct follow-up activities, as appropriate. Service and Support type activities may include:
- Addressing business and technical related questions on the Associations’ digital portal, online banking and other customer-facing tools.
- Addressing customer/account related inquires (payment inquires, payoffs, accrued interest, change of address, etc.)
- Processing cash management requests (wires/ACH/Payment by Phone)
- Providing options for loan servicing and gathering appropriate documentation to initiate processing of the request.
- Effectively listen for future needs - consistently promote and cross-sell other Association products and services.
- Maintain an active knowledge of support resources, such as policies and procedures, knowledge bases and key subject matter experts to resolve interactions timely, accurately and in compliance with the Associations' policies and regulations. Assist in the creation and maintenance of support documentation and knowledgebase articles, as appropriate.
- Assist in the ongoing analysis and improvement of support processes to ensure operational excellence and delivery of a consistent and quality customer experience.
- Associate's Degree in Business Administration or related degree required.
- Bachelor's Degree in Business Administration or related degree preferred.
- 2+ years’ banking or financial services Customer Support experience or a combination of related experience and/or specialized training required.
- A broad working knowledge of Farm Credit Services of America’s products and services, lending /credit policies, cash management and security policies and procedures preferred.
About Us
FCSAmerica and Frontier Farm Credit are jointly managed financial cooperatives but are separately owned by their farmer and rancher customers. Our customer-owners are directly served by their local financial and crop insurance team.
FCSAmerica supports rural communities and agriculture in Iowa, Nebraska, South Dakota and Wyoming. Frontier Farm Credit supports eastern Kansas. Together, we provide credit, crop insurance and other financial services to more than 60,000 agricultural producers and agribusinesses.
It takes a lot of expertise to meet the needs of today’s agricultural industry, and our combined 1,900 employees provide that in areas of lending, risk management, technology, marketing, customer and employee education.
We have job opportunities in Omaha, Nebraska, where FCSAmerica is headquartered, and 48 local offices across five states.
We take pride in serving every aspect of agriculture, from the young and beginning producer to some of the nation’s largest and most complex agribusinesses.
