Northwest Customer Service Team Leader, Ag & Rural Lending
FCS Financial · Missouri, United States · 1 mo ago
On-siteCustomer Service$65k–$107k/yrFull-time
We need to output only HTML fragment, using for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only if posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to preserve all substantive info.
Let's parse the posting.
Key sections:
- About the role: description: "Northwest Customer Service Team Leader - Ag & Rural Lending Lead People. Elevate Service. Shape the Future." Then paragraphs about role: leading team, coaching, process improvements, etc. Also "The Opportunity" bullet list.
- Responsibilities: The bullet list under "As the Customer Service Team Leader, you will:" includes many items. Also later "Job Functions" with percentages: Training and Employee Development 40%, Staff Management 45%, Process and Procedure Development 10%, Loan Origination and Processing 5%. Those are responsibilities.
- Requirements: "What We're Looking For" bullet list: experience leading/mentoring, understands loan processing, strong customer service skills, sound judgment, organization, confidentiality, passion for agriculture.
- Qualifications: "What You Need:" Bachelor's degree, 5+ years loan processing/closing, valid MO driver's license, equivalent combos.
- Skills: "Required Knowledge and Skills" bullet list: Microsoft tech, variety of duties, working knowledge of Farm Credit System, agricultural industry, oral/written communication, setting priorities, managing/coaching/motivating team, expert customer service skills, protect confidentiality.
- Benefits: "Competitive Total Rewards: Enjoy a comprehensive salary, incentive opportunities and a comprehensive benefits package designed to support your overall well-being." Also "Based on experience the base pay for this position is $65,000 – $107,000." That's Pay. Benefits maybe mention comprehensive benefits package.
- Pay: The salary range.
- Schedule: Not mentioned. No schedule info. So we should not include Schedule heading.
- Location: "Possible office locations include: St. Joseph or Higginsville, MO." Also earlier "This Team Leader covers the northwestern portion of Missouri." Could be included under About the role or maybe a separate section? Not required headings. Could be included in About the role paragraph.
We need to avoid duplication. Also remove boilerplate like EEO etc. Not present.
We need to output only HTML fragment, no /. Use
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only if posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to preserve all substantive info.
Let's parse the posting.
Key sections:
- About the role: description: "Northwest Customer Service Team Leader - Ag & Rural Lending Lead People. Elevate Service. Shape the Future." Then paragraphs about role: leading team, coaching, process improvements, etc. Also "The Opportunity" bullet list.
- Responsibilities: The bullet list under "As the Customer Service Team Leader, you will:" includes many items. Also later "Job Functions" with percentages: Training and Employee Development 40%, Staff Management 45%, Process and Procedure Development 10%, Loan Origination and Processing 5%. Those are responsibilities.
- Requirements: "What We're Looking For" bullet list: experience leading/mentoring, understands loan processing, strong customer service skills, sound judgment, organization, confidentiality, passion for agriculture.
- Qualifications: "What You Need:" Bachelor's degree, 5+ years loan processing/closing, valid MO driver's license, equivalent combos.
- Skills: "Required Knowledge and Skills" bullet list: Microsoft tech, variety of duties, working knowledge of Farm Credit System, agricultural industry, oral/written communication, setting priorities, managing/coaching/motivating team, expert customer service skills, protect confidentiality.
- Benefits: "Competitive Total Rewards: Enjoy a comprehensive salary, incentive opportunities and a comprehensive benefits package designed to support your overall well-being." Also "Based on experience the base pay for this position is $65,000 – $107,000." That's Pay. Benefits maybe mention comprehensive benefits package.
- Pay: The salary range.
- Schedule: Not mentioned. No schedule info. So we should not include Schedule heading.
- Location: "Possible office locations include: St. Joseph or Higginsville, MO." Also earlier "This Team Leader covers the northwestern portion of Missouri." Could be included under About the role or maybe a separate section? Not required headings. Could be included in About the role paragraph.
We need to avoid duplication. Also remove boilerplate like EEO etc. Not present.
We need to output only HTML fragment, no /. Use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to ensure we don't create sections with placeholder text. So only include sections where we have content.
Let's craft:
About the role
Lead a team of Customer Service Representatives and Financial Services Specialists across Maryville, St. Joseph, Cameron and Higginsville, MO locations. Coach, develop, and mentor employees while driving process improvements that enhance customer experience and operational effectiveness. Influence training strategies, policies, and procedures to shape the future of customer service delivery. Build a positive, high‑performing culture focused on collaboration, accountability, and continuous improvement, directly impacting Missouri agriculture and rural communities.
Maybe also mention location.
Responsibilities
- Lead, coach, and develop a team of customer service professionals across Maryville, St. Joseph, Cameron and Higginsville, MO.
- 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.
- Training and Employee Development (40%): provide coaching, develop curriculum, coordinate delivery of formal training, identify training needs, schedule non‑academy sessions.
- Staff Management (45%): develop, motivate, evaluate team; make hiring/promotion recommendations; assign work; monitor workload; recommend performance standards; manage leaves; approve expense reports; administer onboarding; monitor operational reports.
- Process and Procedure Development (10%): identify and recommend process changes; collaborate on policy/workgroup updates; stay abreast of changes and communicate to staff.
- Loan Origination and Processing (5%): collect personal/financial data, complete data entry, prepare data for underwriting, perform UCC/flood/business entity searches, order title work/appraisals, request/verify documentation, determine third‑party loan program eligibility, prepare closing documentation, perform post‑closing responsibilities.
But note we already listed some responsibilities in bullet list; we might combine. However we need to avoid duplication. Could keep the bullet list from "As the Customer Service Team Leader, you will:" as responsibilities, and then also include the percentages as subpoints? Might be duplication. Better to keep the responsibilities as the bullet list from "As the Customer Service Team Leader, you will:" and then maybe add a note about time allocation? The percentages are part of job functions; they are substantive. Could include them as separate bullet points under Responsibilities.
We need to preserve all substantive info, not invent. So we should include the percentages.
Thus we can have a with items covering both the opportunity list and the job functions percentages. Ensure we don't repeat same content.
Let's extract the opportunity list:
- Lead, coach, and develop a team of customer service professionals across our 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.
Now the job functions percentages:
- Training and Employee Development (40%): Provide coaching, direction, subject matter expertise; identify topics, develop curriculum, coordinate delivery of formal operational and product delivery training; identify and develop ongoing training materials; schedule and present non‑academy training sessions; identify individual training needs and timing for staff development.
- Staff Management (45%): Develop, motivate, evaluate team; make hiring and promotional recommendations; determine division of responsibilities and provide work guidance; monitor and manage staff workload; recommend and implement performance standards; monitor leaves of absence; approve, deny, submit staff expense reports; design, implement, administer onboarding; monitor operational reports for Traditional Part Time portfolio and direct correction activity.
- Process and Procedure Development (10%): Identify and recommend process changes; collaborate as member of workgroups involved in development/recommendation of updates to policies, procedures, processes; stay abreast of changes and communicate updates/revisions to staff.
- Loan Origination and Processing (5%): Collect personal and financial data and complete data entry for loan submission; prepare data for underwriting by organizing and reviewing data for completeness and accuracy; perform UCC, flood, business entity and related searches; order title work and appraisals; request and verify local, state, and third party required documentation; determine third party loan program eligibility per government requirements; prepare closing documentation and perform post‑closing loan responsibilities.
We can combine these into a single responsibilities list, but ensure not duplicate. Some items overlap: e.g., "Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives." is similar to Training and Employee Development bullet. We could keep both but risk duplication. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Duplication is okay if it's in original? But we should avoid repeating same sentence verbatim? Not explicitly forbidden, but better to avoid redundancy. However we need to keep all info; if we omit a sentence we lose detail. So we need to include each distinct piece. We could merge similar points but risk losing nuance. Safer to keep both sets but ensure we don't copy exact same sentence twice. We can rephrase slightly but must preserve meaning. However we must not invent or summarize away detail; rephrasing is okay as long as we keep the detail.
Given the complexity, maybe we can structure Responsibilities as two subsections? But we only allowed headings from list; we cannot add custom headings. So we need to put all responsibilities under one Responsibilities
with a that includes all points, possibly grouped with commas.
We'll create a comprehensive list that captures each distinct responsibility without repeating same phrase.
Let's enumerate distinct responsibilities:
1. Lead, coach, and develop a team of customer service professionals across Maryville, St. Joseph, Cameron and Higginsville, MO locations.
2. Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives.
3. Partner with lending teams to ensure efficient, compliant, and customer‑focused loan processing and servicing.
4. Drive process improvements that enhance the customer experience and operational effectiveness.
5. Influence policies, procedures, and training strategies that support the future of customer service delivery.
6. Build a positive, high‑performing culture focused on collaboration, accountability, and continuous improvement.
7. Make a direct impact on serving Missouri agriculture and rural communities.
8. Provide coaching, direction, and subject matter expertise to Customer Service Representatives and Financial Services Specialists (Training & Employee Development).
9. Identify topics, develop curriculum and coordinate delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy.
10. Identify and develop ongoing training materials to support non‑Academy training strategies (small group training) that support Association Customer Product delivery.
11. Schedule and present non‑Academy training sessions.
12. Identify individual training needs and timing of training for staff development outside FCS.
13. Develop, motivate, and evaluate a team of Customer Service Representatives and Financial Services Specialists (Staff Management).
14. Make hiring and promotional recommendations.
15. Determine division of responsibilities and provide work guidance and direction.
16. Monitor and manage staff workload and coordinate assistance as needed.
17. Recommend and implement performance standards.
18. Monitor leaves of absence.
19. Approve, deny, submit staff expense reports.
20. Design, implement and administer onboarding of new employees.
21. Monitor operational reports for Traditional Part Time portfolio and direct correction activity.
22. Identify and recommend process changes that improve customer service and product delivery (Process & Procedure Development).
23. Collaborate as a member of various workgroups involved in the development and recommendation of updates to policies, procedures, and processes.
24. Stay abreast of policy, procedure, and process changes and communicate updates and revisions to staff.
25. Collect personal and financial data and complete data entry for loan submission (Loan Origination & Processing).
26. Prepare data for underwriting by organizing and reviewing data for completeness and accuracy.
27. Perform UCC, flood, business entity and related searches.
28. Order title work and appraisals.
29. Request and verify local, state, and third party required documentation.
30. Determine third party loan program eligibility per government requirements.
31. Prepare closing documentation and perform post‑closing loan responsibilities.
That's a lot but preserves all detail.
Now Requirements: from "What We're Looking For" bullet list:
- Has experience leading or mentoring employees and enjoys helping others grow and succeeds.
- Understands loan processing, loan servicing, or lending operations.
- Brings strong customer service skills and the ability to communicate effectively in both routine and challenging situations.
- Demonstrates sound judgment, organization, and the ability to manage multiple priorities.
- Understands the importance of maintaining confidentiality, security, and regulatory compliance.
- Has a passion for agriculture, rural communities, and building strong customer relationships.
We'll put under Requ
- for any list of duties/requirements/benefits. Use
for prose. We need to ensure we don't create sections with placeholder text. So only include sections where we have content. Let's craft:
About the role
Lead a team of Customer Service Representatives and Financial Services Specialists across Maryville, St. Joseph, Cameron and Higginsville, MO locations. Coach, develop, and mentor employees while driving process improvements that enhance customer experience and operational effectiveness. Influence training strategies, policies, and procedures to shape the future of customer service delivery. Build a positive, high‑performing culture focused on collaboration, accountability, and continuous improvement, directly impacting Missouri agriculture and rural communities.
Maybe also mention location.Responsibilities
- Lead, coach, and develop a team of customer service professionals across Maryville, St. Joseph, Cameron and Higginsville, MO.
- 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.
- Training and Employee Development (40%): provide coaching, develop curriculum, coordinate delivery of formal training, identify training needs, schedule non‑academy sessions.
- Staff Management (45%): develop, motivate, evaluate team; make hiring/promotion recommendations; assign work; monitor workload; recommend performance standards; manage leaves; approve expense reports; administer onboarding; monitor operational reports.
- Process and Procedure Development (10%): identify and recommend process changes; collaborate on policy/workgroup updates; stay abreast of changes and communicate to staff.
- Loan Origination and Processing (5%): collect personal/financial data, complete data entry, prepare data for underwriting, perform UCC/flood/business entity searches, order title work/appraisals, request/verify documentation, determine third‑party loan program eligibility, prepare closing documentation, perform post‑closing responsibilities.
- with items covering both the opportunity list and the job functions percentages. Ensure we don't repeat same content.
Let's extract the opportunity list:
- Lead, coach, and develop a team of customer service professionals across our 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.
Now the job functions percentages:
- Training and Employee Development (40%): Provide coaching, direction, subject matter expertise; identify topics, develop curriculum, coordinate delivery of formal operational and product delivery training; identify and develop ongoing training materials; schedule and present non‑academy training sessions; identify individual training needs and timing for staff development.
- Staff Management (45%): Develop, motivate, evaluate team; make hiring and promotional recommendations; determine division of responsibilities and provide work guidance; monitor and manage staff workload; recommend and implement performance standards; monitor leaves of absence; approve, deny, submit staff expense reports; design, implement, administer onboarding; monitor operational reports for Traditional Part Time portfolio and direct correction activity.
- Process and Procedure Development (10%): Identify and recommend process changes; collaborate as member of workgroups involved in development/recommendation of updates to policies, procedures, processes; stay abreast of changes and communicate updates/revisions to staff.
- Loan Origination and Processing (5%): Collect personal and financial data and complete data entry for loan submission; prepare data for underwriting by organizing and reviewing data for completeness and accuracy; perform UCC, flood, business entity and related searches; order title work and appraisals; request and verify local, state, and third party required documentation; determine third party loan program eligibility per government requirements; prepare closing documentation and perform post‑closing loan responsibilities.
We can combine these into a single responsibilities list, but ensure not duplicate. Some items overlap: e.g., "Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives." is similar to Training and Employee Development bullet. We could keep both but risk duplication. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Duplication is okay if it's in original? But we should avoid repeating same sentence verbatim? Not explicitly forbidden, but better to avoid redundancy. However we need to keep all info; if we omit a sentence we lose detail. So we need to include each distinct piece. We could merge similar points but risk losing nuance. Safer to keep both sets but ensure we don't copy exact same sentence twice. We can rephrase slightly but must preserve meaning. However we must not invent or summarize away detail; rephrasing is okay as long as we keep the detail.
Given the complexity, maybe we can structure Responsibilities as two subsections? But we only allowed headings from list; we cannot add custom headings. So we need to put all responsibilities under one
Responsibilities
with a- that includes all points, possibly grouped with commas.
We'll create a comprehensive list that captures each distinct responsibility without repeating same phrase.
Let's enumerate distinct responsibilities:
1. Lead, coach, and develop a team of customer service professionals across Maryville, St. Joseph, Cameron and Higginsville, MO locations.
2. Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives.
3. Partner with lending teams to ensure efficient, compliant, and customer‑focused loan processing and servicing.
4. Drive process improvements that enhance the customer experience and operational effectiveness.
5. Influence policies, procedures, and training strategies that support the future of customer service delivery.
6. Build a positive, high‑performing culture focused on collaboration, accountability, and continuous improvement.
7. Make a direct impact on serving Missouri agriculture and rural communities.
8. Provide coaching, direction, and subject matter expertise to Customer Service Representatives and Financial Services Specialists (Training & Employee Development).
9. Identify topics, develop curriculum and coordinate delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy.
10. Identify and develop ongoing training materials to support non‑Academy training strategies (small group training) that support Association Customer Product delivery.
11. Schedule and present non‑Academy training sessions.
12. Identify individual training needs and timing of training for staff development outside FCS.
13. Develop, motivate, and evaluate a team of Customer Service Representatives and Financial Services Specialists (Staff Management).
14. Make hiring and promotional recommendations.
15. Determine division of responsibilities and provide work guidance and direction.
16. Monitor and manage staff workload and coordinate assistance as needed.
17. Recommend and implement performance standards.
18. Monitor leaves of absence.
19. Approve, deny, submit staff expense reports.
20. Design, implement and administer onboarding of new employees.
21. Monitor operational reports for Traditional Part Time portfolio and direct correction activity.
22. Identify and recommend process changes that improve customer service and product delivery (Process & Procedure Development).
23. Collaborate as a member of various workgroups involved in the development and recommendation of updates to policies, procedures, and processes.
24. Stay abreast of policy, procedure, and process changes and communicate updates and revisions to staff.
25. Collect personal and financial data and complete data entry for loan submission (Loan Origination & Processing).
26. Prepare data for underwriting by organizing and reviewing data for completeness and accuracy.
27. Perform UCC, flood, business entity and related searches.
28. Order title work and appraisals.
29. Request and verify local, state, and third party required documentation.
30. Determine third party loan program eligibility per government requirements.
31. Prepare closing documentation and perform post‑closing loan responsibilities.
That's a lot but preserves all detail.
Now Requirements: from "What We're Looking For" bullet list:
- Has experience leading or mentoring employees and enjoys helping others grow and succeeds.
- Understands loan processing, loan servicing, or lending operations.
- Brings strong customer service skills and the ability to communicate effectively in both routine and challenging situations.
- Demonstrates sound judgment, organization, and the ability to manage multiple priorities.
- Understands the importance of maintaining confidentiality, security, and regulatory compliance.
- Has a passion for agriculture, rural communities, and building strong customer relationships.
We'll put under
Requ