Customer Experience Specialist

Frontier Farm Credit; Town of Thorp (WI); On-site; USD 54,000 - 87,000; Full time

Benefits offered by this job

Retirement Plans: 401(k)

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, provide high-level service, and support the sales team. The role involves handling inquiries, coordinating applications, and ensuring smooth office operations across channels.

Ideal candidates have an Associate's degree in Business/Finance or related fields and at least two years of customer service experience. Office coordination and payment processing are also included in this role.

Qualifications

• Two years' customer service experience or equivalent work experience.

Responsibilities

• Facilitate the customer journey through the loan process and all aspects of product delivery before, during and after the closing.
• Be the customer’s point-of-contact, establishing strong relationships by providing exceptional service and support.
• Engage with customers, prospects, team members and visitors through phone, in-person, and digital channels.
• Accountable for application processing and coordination from the point of application through obtaining signatures.

Skills

Customer service

Education

Associate's degree in Business/Finance or related majors

Job description

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Thorp, WI, US, 54771 Medford, WI, US, 54451

Salary Range: $53,520-$86,790

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

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.