Customer Support Specialist

* Job ID: 1511

* Job Category: Administrative

* Employment Type: Full-Time

* Relocation Available: No

* Location: Omaha Ne or any Retail office

* Team: Customer Support

* Salary Range: $44,860 - $65,080

* Grade Level: 16B

* Incentive/Bonus Opportunities Available

* Closing Date: Mar 14, 2022

Position Description:

In this role, youll provide customer service to customers via email, telephone, live chat, or text. You'll support customer/account inquiries, resolve incidents related to customer facing technology, process cash management requests and identify customer needs for loan servicing requests.

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.

**Key Responsibilities**

* Provide1st 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 teams 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 FCSAmerica 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 inquiries (payment inquiries, 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.

* Assisting the ongoing analysis and improvement of support processes to ensure operational excellence and delivery of a consistent and quality customer experience.

**Minimum Qualifications**

* Associate degree in Business Administration or related field

* 3-5 years banking or financial services customer support experience or a combination of related experience and/or specialized training required.

**Preferred Qualifications**

* Four-year college degree preferred.

* A broad working knowledge of Farm Credit Services of Americas products and services, lending /credit policies, cash management and security policies and procedures.