AgDirect Customer Support Specialist

Farm Credit Services of America; Omaha (NE); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Job summary

Farm Credit Services of America is seeking an AgDirect Customer Support team member to deliver exceptional service to customers via phone and digital channels. The role emphasizes building strong relationships, resolving loan servicing inquiries, and supporting digital banking tools from the Omaha, NE office.

The incumbent will establish and maintain customer relationships, address payment and account questions, and support loan servicing requests.

Qualifications

• 2+ years banking or financial services customer support experience or related training required.

Responsibilities

• Provide 1st level service and support for inbound customer interactions via phone, chat, email, or text.
• Document interactions accurately in the customer service system.
• Resolve inquiries or escalate as needed to internal resources.
• Promote and cross-sell other Association products and services.
• Maintain knowledge of policies, procedures, and knowledge bases to ensure timely, accurate support.

Skills

Customer service

Communication

Relationship building

Problem solving

Education

Bachelor's degree in Business Administration or related degree

Tools

Digital banking tools

Job description

Job Summary

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 description

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 in the Omaha, NE office

Are you passionate about providing exceptional customer service, do you believe each customer interaction is an opportunity to serve, engage, and satisfy? We are looking for someone to join our AgDirect Customer Support Team. The position is full-time with fantastic benefits.

In this role,you’llprovidecustomer service to customers through phone and digital channels.You'llestablish, develop, andmaintainstrong and effective relationships with customers and prospects, providing them withaconsistentquality level ofservicewhich istimely, thorough, and responsive. This includes but is not limited to addressing account and payment inquiries, completing loan maintenance duties, supportingAgDirect’sdigital banking tool,identifyingcustomer needs for loan servicing requests, or gathering financials.

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, knowledge bases 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.

Education Requirements

• Bachelor's Degree in Business Administration or related degree preferred.

Years of Experience

• 2+years'banking or financial services customer support experience or a combination of related experience and/or specialized trainingrequired.

Why Us:

For qualifying positions, we provide a competitive benefits package designed to support health and well-being, financial security, and work-life balance:

• Health Benefits: Comprehensive medical, dental, and vision insurance
• Retirement Plans: 401(k)
• Paid Time Off: Vacation, sick leave, paid holidays, and parental leave
• Additional Benefits: Life and disability insurance, Employee Assistance Program (EAP), wellness programs, tuition assistance, and short-term incentive pay

About Us:

AgCountry has 43 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.