AgDirect Customer Support Specialist

Farm Credit Services of America • Omaha, NE

4d • Onsite

About The Position

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
Incumbent must work a percentage of time each week in the Omaha, NE 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• Health Benefits: Comprehensive medical, dental, and vision insurance
• Retirement Plans: 401(k)
• Paid Time Off: Vacation, sick leave, paid holidays, and parental leave
• Additional Benefits: Life and disability insurance, Employee Assistance Program (EAP), wellness programs, tuition assistance, and short-term incentive pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level