Customer Support Specialist
Omaha, NE, US, 68137-2210 US Fargo, ND, US, 58108
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
Are you someone who thrives on helping others and enjoys opportunities to serve, connect, and impress? We're looking for a dedicated individual with a servant heart to join our team as a full-time Customer Support Specialist.
In this role, you'll be the first point of contact for our valued customers via telephone and email, providing exceptional support and resolving issues with a positive attitude. You’ll answer loan inquiries, process cash management requests, and provide online support.
If you're a natural problem-solver who finds satisfaction in making others' experiences seamless and enjoyable, we’d love to hear from you!
Essential Duties & Responsibilities
- Provide first-level service and support for inbound customer interactions that originate through an automated call distribution phone system or other digital communication channels (email, text). Thoroughly document all interactions within the Association’s customer service management tool.
- Complete various service and support activities based on customer requests, 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 Association 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 Association’s digital portal and other customer-facing tools.
- Addressing customer/account related inquiries (payment inquiries, payoffs, accrued interest, change of address, etc.)
- Processing cash management requests (wire transfers/ACH/Payment by Phone)
- Assist in the ongoing analysis and improvement of support processes to ensure operational excellence and delivery of a consistent and extraordinary customer experience.
Education Requirements
- Associate’s Degree in Business Administration or related degree preferred.
Years of Experience
- 3+ years of banking or financial services customer support experience or a combination of related experience and/or specialized training required.
- A broad working knowledge of Farm Credit Services of America’s products and services, lending /credit policies, cash management and security policies and procedures preferred.
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 serves 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.