What are the responsibilities and job description for the Customer Experience Specialist position at Farm Credit Services of America?
AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCSAmerica) and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. While each association is owned by its local farmers and ranchers, they collaborate by pooling resources, expertise, and talent to provide affordable credit, crop insurance, and financial services.
Our associations are united by a common mission and commitment to serving rural America and supporting each other, which drives the success of the farmers, ranchers, and agribusiness we serve. We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.
Job Summary
Facilitator of the customer journey through the loan process and all aspects of product delivery before, during and after the closing. Customer point-of-contact to establish strong relationships by providing exceptional levels of service and support. Engage with customers, prospects, team members and visitors through phone, in-person, and digital channels. Responsible for monetary accounting activities, addressing customer inquiries, assisting with customer-facing technology and overall management of office operations. Accountable for application processing and coordination from the point of application through working with customers to obtain signatures.
Essential Duties & Responsibilities
Customer & Sales Assistance
- Responsible for accurately documenting customer interactions and seeing them through to resolution, including collaboration with teammates and escalation to internal resources when necessary. Proactively listen and identify customer needs. Generate referrals by promoting core products, services and digital tools. Additionally, teammate is responsible for training customers on customer-facing technology and promoting customer education events.
Monetary Activities
- Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed, and document and process all monetary transactions such as payments and wire transfers. Responsible for addressing customer inquiries related to payments, interest, and account changes, as well as resolving overdrafts and past due accounts with the involvement of other teammates, if necessary.
Loan Application and Letter of Credit Processing and Coordination
- Coordinate new loan application needs from submission to obtaining signatures from customers. Enter applications into appropriate systems and work with officers to gather necessary financial, legal, and identification documentation. Responsible for renewal administration which includes requesting financial information from customers, submitting financials for input, and verifying customer-provided financials. Contact customers regarding renewal status and coordinate with other teammates to ensure documents are prepared.
Essential Duties and Responsibilities Cont.
Office Operations:
- Responsible for tasks like managing invoices, maintaining office supplies, coordinating loan file record retention, providing administrative support to team leaders and teammates, validating vendor identification and work orders, coordinating facility service requests, and managing pooled vehicles by scheduling maintenance and repairs.
Travel Time
Percentage of time required to travel during the day - 5%
Percentage of time required to travel overnight - 5%
Education Requirements
Minimum High School Degree
Years of Experience
0 - 2 years related experience
Certification and Technical Requirements
- Proficient in Windows environment using Microsoft Word, Excel, Internet Explorer, and Outlook.
About Us:
AgCountry has 45 offices, is based in Fargo, North Dakota and serves portions of North Dakota, Minnesota, and Wisconsin, FCSAmerica is based in Omaha, NE and has 42 local offices serving rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. Frontier Farm Credit has six offices serving eastern Kansas. Together, we support nearly 82,000 producers and agribusinesses, meeting the needs of today’s agricultural industry with our combined 2600 employees providing lending, risk management, technology, commodity marketing, and customer and employee education.
AgCountry Farm Credit Services, ACA, Farm Credit Services of America, ACA, and Frontier Farm Credit, ACA are Equal Employment Opportunity employers, and they comply with all applicable federal, state, and local fair employment practices laws.
