Customer Support Representative

American AgCredit; United States; Remote; USD 52,000 - 61,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k with employer match

Paid time off

Holidays and volunteer time off

Bonus eligibility

Wellness programs

Life Insurance

Disability Insurance

Job summary

American AgCredit is seeking a Customer Support Representative to deliver exceptional service across phone, in-person and written channels. You will support digital customer solutions and money movement products, ensuring accurate responses and proactive engagement with customers.

A Notary Public commission (or completion within six months) and strong communication skills are required. The role offers remote work with a national scope, competitive pay, and a strong emphasis on development,

Qualifications

• High school diploma plus two years of post-high school education or equivalent.
• 2-3 years experience in similar functions; call center experience is a plus.
• Notary Public Commission or completion of requirements within six months of hire.
• Strong problem solving and analytical abilities; advocate for client needs.
• Excellent written and verbal communication; independent decision making and accuracy.

Responsibilities

• Provide outstanding customer service through multiple channels (phone, in-person, email, chat).
• Process mail, maintain office supplies, assist with facilities and safety coordination.
• Assist with digital banking and treasury solutions inquiries; refer to appropriate teams when needed.
• Handle disbursement of loan funds, payments, and daily balancing.
• Provide end-user support for digital customer solutions and money movement products.

Skills

Customer service

Problem solving

Communication

Analytical thinking

Team collaboration

Education

High school diploma

Post-secondary education

Tools

MS Office

Email

Spreadsheet

Job description

Remote

Why should you join our team?

American AgCredit offers a unique opportunity to be a part of a national financial system supporting those who feed, clothe and fuel the world. We are a growing organization embracing collaboration and innovation while delivering transformative solutions. American AgCredit provides a cultivating environment where you truly make a difference for our customers and teams.

Benefits offered by American AgCredit

• Commitment to agriculture and the communities we serve
• Family friendly work environment
• Investment in employee development
• Medical, Dental and Vision coverage
• Outstanding 401k – automatic 3% employer contribution, plus match up to 6%
• Generous Paid Time Off (Vacation accrued at 21 days annually, Sick Days accrued at 15 days annually, 12 paid holidays, plus 16 hours of volunteer time)
• Competitive Incentive Compensation Plan
• Disability & Life Insurance
• Employee mental, physical, and financial wellness programs
• The position is bonus eligible based on association and personal performance

Position will be posted until filled.

BASIC FUNCTION:

The Customer Support Representative supports the core of the Association’s customer service operations, responsible for providing outstanding customer service through all channels of customer engagement including phone, in-person and written correspondence. The Customer Support Representative is the primary contact for support and assistance within American AgCredit’s digital customer solutions and money movement products and services. Every customer interaction provides an opportunity to further the Association’s mission by making it easy for customers to do business with us. As part of the Customer Support team, the Customer Support Representative is proactive and professional with a focus on solving customer issues, listening for and suggesting tools and services that will further engage the customer.

ESSENTIAL DUTIES:

• Demonstrate exceptional customer service by serving as a conduit for customer inquiries and acting as the primary contact through interactions via multiple channels including phone, in-person, email, secure messaging, chat, etc.
• Process incoming and outgoing mail, maintain office supplies and marketing materials, assist with maintenance of facilities, serve as a vendor liaison and assist with safety and wellness event coordination (if assigned to a specific location).
• Ensure every interaction is a positive one by actively listening and appropriately responding to inquiries related to digital banking and treasury management solutions, payments and disbursements support and proactively connecting customers with other functional areas when appropriate.
• Process requests for disbursement of loan funds, payments, and daily balancing.
• Provide end-user support for maintenance and monitoring related to digital customer solutions and other money movement products and services. Ensure seamless establishment of assigned products and provide excellent ongoing support.
• Assist with products and services onboarding by coordinating with the customer and any applicable service providers or internal teams.
• Adhere to Association policies and procedures with an emphasis on the compliance and fraud detection functions. Recognize noncompliance with policies and procedures and elevate to senior operations staff for resolution.
• Respond independently to requests for information and assistance; exercise independent judgment and provide excellent customer service. Monitor and maintain case management cases for customer interactions. Escalate customer issues as appropriate and necessary for timely resolution.
• Triage of customer support needs for resolutions through collaboration with other departments. Provide customer and association follow up as needed to ensure positive outcome.
• Ensure daily workflow assignments are completed. As directed by supervisor, provide backup on-site assistance if needed.
• Participate in special projects and perform other functions as assigned.

LEVELS OF SUPERVISION EXERCISED AND RECEIVED:

Exercises no supervision; regularly provides technical guidance and training; makes some independent decisions; works under general direction and general supervision of Customer Support Manager.

TYPICAL KNOWLEDGE AND EXPERIENCE:

• Education: High school diploma, plus at least two years of post-high school education or equivalent
• Experience: 2-3 years experience performing similar functions, call center experience is a plus
• Licensure/Certification: Notary Public Commission or completion of requirements within six months of hire
• Outstanding problem solving and analytical abilities, demonstrated ability to advocate for client needs
• Demonstrated ability to generate highly accurate work and make independent decisions
• Knowledge of accounting, electronic banking, and lending operations procedures
• Must be proficient in organizing and prioritizing work to meet deadlines
• Exceptional written and verbal communication skills
• Demonstrates exceptional customer service skills, providing professional, responsive, and courteous support to customers and team members both in person and over the phone.Proficient in the use of PC, including e-mail, word processing and electronic spreadsheet software

ESSENTIAL REQUIREMENTS:

• Must have the ability to perform basic office tasks and work in a typical office setting. Employee will be sitting for extended periods of time and accomplishing work at a desk and work at a computer for an extended period of time. Must have strong written and verbal communication skills to adequately convey ideas and work well with a team. Ability to talk and hear, sit and use their hands and fingers, and reach in all directions is essential in performance of the job. Some lifting and moving of items up to 25 pounds required. Work during established business hours and may require occasional weekend and/or evening work. Travel required in performance of job.

PAY RANGE:

• Minimum $52,000.00 - Max $60,648.80 Annual
• This range is reflective of the national salary average for this position and will be adjusted using geographic variance for physical location of the hired candidate. American AgCredit may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.
• Reflected is the national base pay range and title offered for this job at the current level.
• Compensation, title, and job level may be adjusted based on candidate qualifications including but not limited to achievements, skills, experience, or work location.
• Salary offered, within the applicable range, is one component of the total rewards package offered to candidates.