Customer Experience Specialist

Farm Credit Services of America•Minot, ND

11d

About The Position

The Customer Experience Specialist facilitates the customer journey through the loan process and product delivery before, during, and after closing. This role serves as the customer’s point of contact, builds strong relationships, and provides service and support through phone, in-person, and digital channels. The specialist engages with customers, prospects, team members, and visitors; performs monetary accounting activities; responds to customer inquiries; assists with customer-facing technology; and helps manage office operations. The role also coordinates application processing from submission through obtaining customer signatures. The position supports customer service and sales, processes payments and other monetary transactions, coordinates loan applications and operating-line-of-credit renewals, and handles a range of administrative and facility-related office operations.

Requirements

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

Nice To Haves

Associate’s degree in Business, Finance, or a related major, or equivalent work experience.

Responsibilities

Document customer interactions accurately and follow them through to resolution, collaborating with teammates and escalating to internal resources when necessary.
Promote core products, services, and digital tools to generate referrals, and provide sales support to the Sales Team.
Follow established fraud-prevention and risk protocols, ensure appropriate authorization forms are signed, and document and process monetary transactions, including payments and wire transfers.
Respond to inquiries about payments, interest, and account changes, and help resolve overdrafts and past-due accounts with teammates as needed.
Coordinate new loan applications from submission through obtaining customer signatures; enter applications into appropriate systems and work with officers to gather financial, legal, and identification documentation.
Administer renewals by requesting customer financial information, submitting financials for input, verifying customer-provided financials, contacting customers about renewal status, coordinating document preparation, and renewing operating lines of credit.
Manage invoices and office supplies, coordinate loan-file record retention, and provide administrative support to team leaders and teammates.
Validate vendor identification and work orders, coordinate facility service requests, and schedule maintenance and repairs for pooled vehicles.
Engage with customers, prospects, team members, and visitors through phone, in-person, and digital channels; assist with customer-facing technology and office operations.