Northwest Customer Service Team Leader - Ag & Rural Lending

Farm Credit Services; Saint Joseph (MO); On-site; USD 65,000 - 107,000; Full time

Job summary

Farm Credit Services is seeking a Senior Vice President, Customer Services to lead a regional team in Missouri, focusing on coaching staff, improving loan processing workflows, and delivering exceptional customer experiences across agri-lending customers. The role emphasizes regulatory compliance, staff development, and cross-functional collaboration with lending teams.

The position requires a strategic leader who can drive training, manage performance, and shape the future of customer service

Qualifications

• Leads or mentors employees and drives development.
• Understanding of loan processing, servicing, or lending operations.
• Strong customer service and communication abilities.
• Ability to manage multiple priorities with sound judgment.
• Maintain confidentiality, security, and regulatory compliance.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives and Financial Services Specialists.
• Partner with lending teams to ensure efficient, compliant loan processing and servicing.
• Drive process improvements to enhance customer experience and operational effectiveness.
• Influence training strategies and policies for future customer service delivery.
• Build a high-performing culture focused on collaboration and continuous improvement.

Skills

Leadership

Coaching

Customer service

Communication

Regulatory compliance

Education

Bachelor’s degree in Business, Agriculture, Accounting, or related field

Tools

MS Office

Job description

• Senior Vice President, Customer Services

Department

• Customer Service

Lead People. Elevate Service. Shape the Future. Are you a proven leader who thrives on developing people, improving processes, and delivering exceptional customer experiences?

FCS Financial is seeking a Customer Service Team Leader, on our Ag & Rural Lending Team for our northwestern Missouri territory, to lead a high-performing team that supports our agricultural and rural lending customers. This is a rare leadership opportunity for someone who is passionate about coaching employees, driving operational excellence, and making a meaningful impact on both team success and customer outcomes.

In this role, you’ll lead a team of Customer Service Representatives and Financial Services Specialists while helping shape the future of customer service delivery across the organization. You’ll influence training strategies, strengthen operational effectiveness, and ensure our customers receive timely, accurate, and compliant service every step of the way.

The Opportunity

As the Customer Service Team Leader, you will:

• Lead, coach, and develop a team of customer service professionals across ourMaryville, St. Joseph, Cameron and Higginsville, MOlocations.
• Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives.
• Partner with lending teams to ensure efficient, compliant, and customer-focused loan processing and servicing.
• Drive process improvements that enhance the customer experience and operational effectiveness.
• Influence policies, procedures, and training strategies that support the future of customer service delivery.
• Build a positive, high-performing culture focused on collaboration, accountability, and continuous improvement.
• Make a direct impact on serving Missouri agriculture and rural communities.

Why Join FCS Financial?

• Purpose Driven Work:Help support Missouri agriculture and rural communities.
• Career Growth:We invest in professional development, encourage leadership growth, and provide opportunities to influence the future of our organization.
• Relationship Focused Environment:Our people make the difference. Work alongside talented professionals who are passionate about serving our member owners.
• Competitive Total Rewards:Enjoy a comprehensive salary, incentive opportunities and a comprehensive benefits package designed to support your overall well-being. Based on experience the base pay for this position is $65,000 – $107,000.
• Option of office locations include:This Team Leader covers the northwestern portion of Missouri. Possible office locations include: St. Joseph or Higginsville, MO.

What We’re Looking For

We’re seeking a leader who:

• Has experience leading or mentoring employees and enjoys helping others grow and succeed.
• Understands loan processing, loan servicing, or lending operations.
• Brings strong customer service skills and the ability to communicate effectively in both routine and challenging situations.
• Demonstrates sound judgment, organization, and the ability to manage multiple priorities.
• Understands the importance of maintaining confidentiality, security, and regulatory compliance.

Has a passion for agriculture, rural communities, and building strong customer relationships.

What You Need:

• Bachelor’s degree in Business, Agriculture, Accounting, or a related field
• Five or more years of loan processing and/or closing experience

Equivalent combinations of education and experience will be considered

Ready to Lead the Team Behind the Customer Experience?

If you’re looking for a leadership role where you can develop others, improve processes, and help serve Missouri agriculture, we’d love to hear from you.

Location

Possible office locations include: St. Joseph or Higginsville, MO.

Position Details

This position is open until filled.

This position is classified as Exempt under the Fair Labor Standards Act.

Department: Marketplace

Reports To: Senior Vice President, Customer Services

Percentage

Job Functions

40%

Training and Employee Development

• Provides coaching, direction, and subject matter expertise to Customer Service Representatives and Financial Services Specialists
• Identifies topics, develops curriculum and coordinates delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy
• Identifies and develops on-going training materials to support non-Academy training strategies (i.e., small group training) that support Association Customer Product delivery
• Schedules and presents non- Academy training sessions
• Identifies individual training needs and timing of training for staff development outside FCS

45%

Staff Management

• Develops, motivates, and evaluates a team of Customer Services Representatives and Financial Services Specialists
• Makes hiring and promotional recommendations
• Determines division of responsibilities and provides work guidance and direction
• Monitors and manages staff workload and coordinates assistance as needed
• Recommends and implements performance standards
• Monitors leaves of absence
• Approves, denies, submits staff expense reports
• Design, implement and administer onboarding of new employees
• Monitors operational reports for Traditional Part Time portfolio and directs correction activity.

10%

Process and Procedure Development

• Identifies and recommends process changes that improve customer service and product delivery
• Collaborates as a member of various workgroups involved in the development and recommendation of updates to policies, procedures, and processes
• Stays abreast of policy, procedure, and process changes and communicates updates and revisions to staff

5%

Loan Origination and Processing

• Collects personal and financial data and complete data entry for loan submission
• Prepares data for underwriting by organizing and reviewing data for completeness and accuracy
• Performs UCC, flood, business entity and related searches
• Orders title work and appraisals
• Requests and verifies local, state, and third party required documentation
• Determines third party loan program eligibility per government requirements
• Prepares closing documentation and performs post-closing loan responsibilities

n/a

Other duties as assigned to meet the needs of the organization.

• Essential Functions for this position consist of all items listed under any category that make up 5% or more of the job duties. This job description is subject to change without notice.

Minimum Qualifications

• Bachelor’s degree in business, agriculture, accounting, or a related field
• 5 years of experience in loan processing and/or closing
• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job

Required Knowledge and Skills

• Skill in using Microsoft technologies including e‑mail, word and spreadsheet processing
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Working knowledge of Farm Credit System
• Working knowledge of agricultural industry
• Oral and written communication skills, sufficient to exchange information effectively with peers, subordinates, supervisor and customers
• Skill in setting priorities to reflect the importance of job responsibilities
• Skill in managing, coaching, motivating and developing a team
• Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations
• Responsible to appropriately protect the confidentiality, security, and integrity of the Association’s systems and data and clients’ data