AgDirect Customer Support Specialist

Job Summary

*Hybrid-Must work a percentage of each time from one of the offices in our footprint*

Provide customer service for the AgDirect product originating through phone or digital channels. Establish, develop, and maintain strong and effective relationships with customers and prospects through phone, written and electronic communication. Provide a consistent quality level of service which is timely, thorough, and responsive. This includes but is not limited to addressing account and payment inquiries, completing loan maintenance duties, supporting AgDirect’s digital banking tool, identifying customer needs for loan servicing requests, or gathering financials. This role will work both within a team environment as well as across teams to ensure a consistent customer experience.

Essential Duties & 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 type 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 inquires (payment inquires, 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 listen for future needs - consistently promote and cross-sell other Association products and services.
• Maintain an active knowledge of support resources, such as policies and procedures, knowledgebases 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.
• Additional functions of the position may include:
• Train and mentor new team members.

Education Requirements

• Associate's Degree in Business Administration or related degree.

Years of Experience

• 2+ years of experience in banking or financial services customer support.