Customer Experience Specialist

Frontier Farm Credit; Minot (ND); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k) retirement plan

Paid time off

Life and disability insurance

Employee Assistance Program (EAP)

Wellness programs

Tuition assistance

Short-term incentive pay

Job summary

Frontier Farm Credit is seeking a Customer Experience Specialist to guide customers through the loan process and product delivery from application to closing.

You will be the primary point of contact, building strong relationships via in-person, phone, and digital channels, while supporting monetary transactions and office operations.

Qualifications

• Minimum two years of customer service experience or equivalent work experience.
• Experience documenting customer interactions and coordinating with teammates.
• Familiarity with monetary accounting activities and handling payments.

Responsibilities

• Facilitate customer journey through loan process and product delivery from application to closing.
• Document customer interactions and resolve issues, escalate when needed, and generate referrals.
• Process monetary transactions, payments, and wire transfers following protocols and prevent fraud.
• Coordinate new loan applications from submission to signatures and renewal processes for lines of credit.
• Provide administrative support for office operations and vendor management.

Skills

Customer service

Communication

Office coordination

Financial transactions

Sales support

Education

Associate's Degree in Business/Finance or related

Job description

Job Summary

Seeking a facilitator of the customer journey through the loan process and all aspects of product delivery before, during and after the closing. As a Customer Experience Specialist, you will be the customer’s point-of-contact, establishing strong relationships by providing exceptional levels of service and support. You will engage with customers, prospects, team members and visitors through phone, in-person, and digital channels. Responsible for monetary accounting activities, addressing customer inquiries, assisting with customer-facing technology and overall management of office operations. Accountable for application processing and coordination from the point of application through working with customers to obtain signatures.

• Responsible for accurately documenting customer interactions and seeing them through to resolution, including collaboration with teammates and escalation to internal resources when necessary. Generate referrals by promoting core products, services and digital tools. Provide Sales Support for Sales Team.

Monetary Activities

• Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed, and document and process all monetary transactions such as payments and wire transfers. Responsible for addressing customer inquiries related to payments, interest, and account changes, as well as resolving overdrafts and past due accounts with the involvement of other teammates, if necessary.

Loan Application and Line of Credit Processing and Coordination

• Coordinate new loan application needs from submission to obtaining signatures from customers. Enter applications into appropriate systems and work with officers to gather necessary financial, legal, and identification documentation. Responsible for renewal administration which includes requesting financial information from customers, submitting financials for input, and verifying customer-provided financials. Contact customers regarding renewal status and coordinate with other teammates to ensure documents are prepared. Renewal of operating line of credit.

Office Operations:

• Responsible for tasks like managing invoices, maintaining office supplies, coordinating loan file record retention, providing administrative support to team leaders and teammates, validating vendor identification and work orders, coordinating facility service requests, and managing pooled vehicles by scheduling maintenance and repairs.

Education Requirements

• Preferred Associate's Degree in Business, Finance or related majors or equivalent work experience.

Years of Experience

• A minimum of two years' customer service experience or equivalent work experience.

Why Us:

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

• 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.

Nearest Major Market: North Dakota
Nearest Secondary Market: Minot