Customer Support Specialist
Omaha, NE, US, 68137-2210 Fosston, MN, US, 56542 Parsons, KS, US, 67357-8110 Hallock, MN, US, 56728 Sioux Falls, SD, US, 57108 Grafton, ND, US, 58237-2225 Imperial, NE, US, 69033 ONeill, NE, US, 68763 Casper, WY, US, 82601 Grand Island, NE, US, 68803 Marshall, MN, US, 56258 Redwood Falls, MN, US, 56283 Carroll, IA, US, 51401 Broken Bow, NE, US, 68822 Carrington, ND, US, 58421 Jamestown, ND, US, 58401 Fergus Falls, MN, US, 56537 Lisbon, ND, US, 58054 Sheldon, IA, US, 51201 Minot, ND, US, 58702 Warren, MN, US, 56762 Emmetsburg, IA, US, 50536 Manhattan, KS, US, 66503-0368 Cavalier, ND, US, 58220 Decorah, IA, US, 52101 Kearney, NE, US, 68847 Harlan, IA, US, 51537 Graceville, MN, US, 56240 Wahpeton, ND, US, 58075 Mount Pleasant, IA, US, 52641 Yankton, SD, US, 57078 Litchfield, MN, US, 55355 Minneapolis, MN, US, 55426 Ada, MN, US, 56510 Crookston, MN, US, 56716 Marshalltown, IA, US, 50158 Baldwin City, KS, US, 66006-0858 Marshfield, WI, US, 54449 LaMoure, ND, US, 58458 Madison, MN, US, 56256 Aberdeen, SD, US, 57401 Red Oak, IA, US, 51566-1284 Williston, ND, US, 58801 Huron, SD, US, 57350 Sioux City, IA, US, 51106 Elbow Lake, MN, US, 56531 Hillsboro, ND, US, 58045 Manchester, IA, US, 52057-1522 Scottsbluff, NE, US, 69361 Medford, WI, US, 54451 Detroit Lakes, MN, US, 56501 Fargo, ND, US, 58108 Wausau, WI, US, 54402 Lincoln, NE, US, 68521 Thorp, WI, US, 54771 Bottineau, ND, US, 58318 DeWitt, IA, US, 52742 Alexandria, MN, US, 56308 Willmar, MN, US, 56201 Grand Forks, ND, US, 58208-3570 Devils Lake, ND, US, 58301 Valley City, ND, US, 58072 Hiawatha, IA, US, 52233 Hiawatha, KS, US, 66434-0297 Newton, IA, US, 50208 Crosby, ND, US, 58730 Mitchell, SD, US, 57301-7248 Cedar Falls, IA, US, 50613-0396 Rapid City, SD, US, 57702 Emporia, KS, US, 66801-7350 North Platte, NE, US, 69101 Rugby, ND, US, 58368 Stevens Point, WI, US, 54482 Columbus, NE, US, 68601 Oskaloosa, IA, US, 52577-3717 Thief River Falls, MN, US, 56701 Morris, MN, US, 56267 Webster City, IA, US, 50595 Roseau, MN, US, 56751 McCook, NE, US, 69001-2141 Perry, IA, US, 50220 Olivia, MN, US, 56277 Marysville, KS, US, 66508-0349 Watertown, SD, US, 57201 Pierre, SD, US, 57501 Mason City, IA, US, 50401 Mobridge, SD, US, 57601 Langdon, ND, US, 58249 Norfolk, NE, US, 68701 Minot, ND, US, 58701 Alliance, NE, US, 69301 Bowbells, ND, US, 58721 Storm Lake, IA, US, 50588 Beatrice, NE, US, 68310
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
*Incumbent must work a percentage of time each week from one of our offices within our eight state terrirtory. *
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 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 FCSAmerica 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 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.
- Assist in the ongoing analysis and improvement of support processes to ensure operational excellence and delivery of a consistent and quality customer experience.
Education Requirements
- Associates degree in Business Administration or related field.
Years of Experience
- 3+ years’ banking or financial services customer support experience or a combination of related experience and/or specialized training required.
- Proficiency in working with several types of business systems (account information, cash management), basic Windows applications (Microsoft Word, Excel, PowerPoint and Internet Explorer) and customer facing technology (online/mobile applications) 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 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.