AgDirect Customer Support Specialist

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.

About the role

Incumbent must work a percentage of time each week in the Omaha, NE office. This is a full-time position 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.

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 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 inquiries (payment inquiries, 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 listening for future needs - consistently promoting and cross-selling 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.

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.

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.

About Us

AgCountry has 43 offices, is based in Fargo, North Dakota and serves portions of North Dakota, Minnesota, and Wisconsin. FCSAmerica is based in Omaha, NE and has 42 local offices serving rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. Frontier Farm Credit has six offices serving eastern Kansas. Together, we support nearly 82,000 producers and agribusinesses, meeting the needs of today’s agricultural industry with our combined 2600+ employees providing lending, risk management, technology, commodity marketing, and customer and employee education.