Customer Experience Specialist

Farm Credit Services of America•Lisbon, ND

9d•Onsite

About The Position

Seeking a facilitator of the customer journey through the loan process and all aspects of product delivery before, during and after the closing. As a Customer Experience Specialist, you will be the customer’s point-of-contact, establishing strong relationships by providing exceptional levels of service and support. You will 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.

Requirements

A minimum of two years' customer service experience or equivalent work experience.

Nice To Haves

Associate's Degree in Business, Finance or related majors preferred or equivalent work experience.

Responsibilities

Accurately documenting customer interactions and seeing them through to resolution, including collaboration with teammates and escalation to internal resources when necessary.
Proactively listening and identifying customer needs.
Generating referrals by promoting core products, services and digital tools.
Training customers on customer-facing technology and promoting customer education events.
Documenting and processing all monetary transactions such as payments and wire transfers.
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.
Coordinating new loan application needs from submission to obtaining signatures from customers.
Entering applications into appropriate systems and working with officers to gather necessary financial, legal, and identification documentation.
Managing renewal administration which includes requesting financial information from customers, submitting financials for input, and verifying customer-provided financials.
Contacting customers regarding renewal status and coordinating with other teammates to ensure documents are prepared.
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.