Northwest Customer Service Team Leader, Ag & Rural Lending

FCS Financial, ACA•Saint Joseph, MO

1d•$65,000 - $107,000•Hybrid

About The Position

FCS Financial is seeking a Customer Service Team Leader for their Ag & Rural Lending Team in the northwestern Missouri territory. This role involves leading a high-performing team that supports agricultural and rural lending customers. The position focuses on coaching employees, driving operational excellence, and impacting team success and customer outcomes. The Team Leader will manage Customer Service Representatives and Financial Services Specialists, influence training strategies, strengthen operational effectiveness, and ensure timely, accurate, and compliant customer service. This is a leadership opportunity to shape the future of customer service delivery within the organization.

Requirements

Bachelor's degree in Business, Agriculture, Accounting, or a related field
Five or more years of loan processing and/or closing experience
Valid Missouri driver's license
Experience leading or mentoring employees.
Understanding of loan processing, loan servicing, or lending operations.
Strong customer service skills and the ability to communicate effectively in both routine and challenging situations.
Sound judgment, organization, and the ability to manage multiple priorities.
Understanding of the importance of maintaining confidentiality, security, and regulatory compliance.
Passion for agriculture, rural communities, and building strong customer relationships.
Skill in using Microsoft technologies including e-mail, word and spreadsheet processing.
Skill in performing a variety of duties, often changing from one task to another of a different nature.
Working knowledge of Farm Credit System.
Working knowledge of agricultural industry.
Oral and written communication skills, sufficient to exchange information effectively with peers, subordinates, supervisor and customers.
Skill in setting priorities to reflect the importance of job responsibilities.
Skill in managing, coaching, motivating and developing a team.
Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations.
Responsible to appropriately protect the confidentiality, security, and integrity of the Association’s systems and data and clients’ data.

Responsibilities

Lead, coach, and develop a team of customer service professionals across Maryville, St. Joseph, Cameron and Higginsville, MO locations.
Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives.
Partner with lending teams to ensure efficient, compliant, and customer-focused loan processing and servicing.
Drive process improvements that enhance the customer experience and operational effectiveness.
Influence policies, procedures, and training strategies that support the future of customer service delivery.
Build a positive, high-performing culture focused on collaboration, accountability, and continuous improvement.
Make a direct impact on serving Missouri agriculture and rural communities.
Provides coaching, direction, and subject matter expertise to Customer Service Representatives and Financial Services Specialists.
Identifies topics, develops curriculum and coordinates delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy.
Identifies and develops on-going training materials to support non-Academy training strategies (i.e., small group training) that support Association Customer Product delivery.
Schedules and presents non-Academy training sessions.
Identifies individual training needs and timing of training for staff development outside FCS.
Develops, motivates, and evaluates a team of Customer Services Representatives and Financial Services Specialists.
Makes hiring and promotional recommendations.
Determines division of responsibilities and provides work guidance and direction.
Monitors and manages staff workload and coordinates assistance as needed.
Recommends and implements performance standards.
Monitors leaves of absence.
Approves, denies, submits staff expense reports.
Design, implement and administer onboarding of new employees.
Monitors operational reports for Traditional Part Time portfolio and directs correction activity.
Identifies and recommends process changes that improve customer service and product delivery.
Collaborates as a member of various workgroups involved in the development and recommendation of updates to policies, procedures, and processes.
Stays abreast of policy, procedure, and process changes and communicates updates and revisions to staff.
Collects personal and financial data and complete data entry for loan submission.
Prepares data for underwriting by organizing and reviewing data for completeness and accuracy.
Performs UCC, flood, business entity and related searches.
Orders title work and appraisals.
Requests and verifies local, state, and third party required documentation.
Determines third party loan program eligibility per government requirements.
Prepares closing documentation and performs post-closing loan responsibilities.