Customer Support Specialist

Job Summary

Hybrid- Candidate can work from any office in our footprint and must work a minimum of three days each week in the office

Are you passionate about providing exquisite customer service, do you believe each customer interaction is an opportunity to serve, engage, and delight?

If yes, we would love to hear from you! We are looking for someone to join our Customer Support Team. The position is full-time with fantastic benefits.

In this role, you’ll provide customer service to customers via email, telephone, live chat or text. You'll support customer / account inquiries, resolve incidents related to customer facing technology, process cash management requests and identify customer needs for loan servicing requests.

Farm Credit Services of America (FCSAmerica) is a great place to work. You see it in our people and the relationships they have with each other and our customers.

Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.

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 FCSAmerica 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 inquiries (payment inquiries, 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.
• 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

Associate degree in Business or related field

Bachelor’s degree in Business or related field preferred.

Years of Experience

3+ years’ banking or financial services customer support experience or a combination of related experience and / or specialized training required.

About Us

Farm Credit Services of America (FCSAmerica), AgCountry Farm Credit Services (AgCountry), and Frontier Farm Credit are financial cooperatives operating under joint management.

While each Association is owned by its local farmers and ranchers, the cooperatives pool their resources, experience, and talent to deliver affordable credit, crop insurance services, and financial services.

FCSAmerica serves rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. AgCountry serves portions of North Dakota, Minnesota, and Wisconsin, and Frontier Farm Credit serves 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.

We have employment opportunities across our combined eight states. FCSAmerica is headquartered in Omaha, Nebraska, and has 48 local offices;

AgCountry is headquartered in Fargo, ND and has 45 local offices; and Frontier Farm Credit is headquartered in Manhattan, KS and has six local offices.