RVP Customer Experience
Mitchell, SD, US, 57301-7248 Huron, SD, US, 57350
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. We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.
Job Summary
We are seeking a dynamic and strategic Regional Vice President (RVP) of Customer Experience to lead our Retail Customer Experience team. This role provides direct leadership in sales support, loan servicing and administration, loan processing and closing, cash management, and customer service. By implementing customer-centric strategies, innovative processes, investing in the development of others and enabling technologies, this leader will drive strong teammate engagement, customer loyalty, business retention, and growth. The RVP also plays a critical role in shaping organization-wide initiatives around recruitment, staffing models, training, process improvement, audit and credit administration, and sales enablement.
Essential Duties & Responsibilities
Customer Experience
- Implement a sound customer experience strategy.
- Monitor and manage workflow to ensure an appropriate level of customer service and coordination between offices and to optimize efficiencies.
- Ensure adherence to processes to improve consistency in standardization models.
- Monitor internal controls/accounting procedures/reports, etc.
- Serve as the primary contact with respect to Retail products and delivery systems.
Sales and Service Culture
- Provide indirect leadership support to other members of the regional Lending and Insurance team.
- Coordinate local sales and regional promotions/advertising.
- Assist in the development of the annual region sales strategy and business plan and budget.
- Implement sound application of pricing components.
- Assist in the periodic regional market assessment to identify and develop a regional sales strategy.
- Provide coaching, feedback, guidance, and training to ensure teammates have the knowledge and resources needed to help them identify and seize sales opportunities, to effectively meet customer needs and drive business growth.
Leadership Duties
- Share leadership with team members by empowering them to make decisions.
- Provide team leadership, shared vision, and positive communications to achieve the Associations’ vision and strategy consistent with the Associations’ core values and team principles. Build strong relationships and collaborative partnerships within the Associations to understand the business opportunities and challenges.
- Establish a positive, participative, and collaborative team environment that inspires creative, high-performing, continuous learning, and engaged team members. Utilize consensus decision-making, when appropriate, to diversify thinking and enable and empower teammates.
- Responsible for attracting, selecting, and on-boarding a diverse and qualified team and determining the appropriate team resource requirements to meet the Associations’ strategic direction.
- Develop team members through coaching, training and development, opportunities, and on-going performance feedback including timely follow-up on individual development plans; counsel team members on Talent Management activities.
- Complete and/or recommend salary administration for team members in accordance with Association procedures.
- Develop and monitor the business plan and annual operating budgets related to areas of responsibilities. Review and approve operational expenditures within delegated authority.
Travel Time
- Percentage of time required to travel during the day - 50%
- Percentage of time required to travel overnight - 10%
Education Requirements
- Preferred, 2 Year / Associate's Degree or equivalent work experience, Business, Finance and/or Economics
Years of Experience
- 6 + years of experience which may include prior leadership experience in Lending
About Us:
AgCountry has 45 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.
AgCountry Farm Credit Services, ACA, Farm Credit Services of America, ACA, and Frontier Farm Credit, ACA are Equal Employment Opportunity employers, and they comply with all applicable federal, state, and local fair employment practices laws.