What are the responsibilities and job description for the Customer Experience Specialist position at Farm Credit Services of America?
Job Summary
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. That is why we seek highly motivated, positive-thinking people who foster honesty and integrity – the core values that guide how we work and treat others.
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.
Essential Duties & Responsibilities
Customer & Sales Assistance
- Responsible for accurately documenting customer interactions and seeing them through to resolution, including collaboration with teammates and escalation to internal resources when necessary. Generate referrals by promoting core products, services and digital tools. Provide Sales Support for Sales Team.
Monetary Activities
- Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed, and document and process all monetary transactions such as payments and wire transfers. Responsible for 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.
Loan Application and Line of Credit Processing and Coordination
- Coordinate new loan application needs from submission to obtaining signatures from customers. Enter applications into appropriate systems and work with officers to gather necessary financial, legal, and identification documentation. Responsible for renewal administration which includes requesting financial information from customers, submitting financials for input, and verifying customer-provided financials. Contact customers regarding renewal status and coordinate with other teammates to ensure documents are prepared. Renewal of operating line of credit.
Office Operations:
- Responsible for tasks like 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.
Education Requirements
- Preferred Associate's Degree in Business, Finance or related majors or equivalent work experience.
Years of Experience
- A minimum of two years' customer service experience or equivalent work experience.
About Us:
FCSAmerica and Frontier Farm Credit are jointly managed financial cooperatives but are separately owned by their farmer and rancher customers. Our customer-owners are directly served by their local financial and crop insurance team.
FCSAmerica supports rural communities and agriculture in Iowa, Nebraska, South Dakota and Wyoming. Frontier Farm Credit supports eastern Kansas. Together, we provide credit, crop insurance and other financial services to more than 60,000 agricultural producers and agribusinesses.
It takes a lot of expertise to meet the needs of today’s agricultural industry, and our combined 1,900 employees provide that in areas of lending, risk management, technology, marketing, customer and employee education.
We have job opportunities in Omaha, Nebraska, where FCSAmerica is headquartered, and 48 local offices across five states.
We take pride in serving every aspect of agriculture, from the young and beginning producer to some of the nation’s largest and most complex agribusinesses.