Customer Support Representative

1 week ago


Red Oak, Iowa, United States Farm Credit Services of America Full time

Job Summary

**Hybrid Work Option Available**

We are seeking a highly skilled and customer-focused individual to join our Customer Support Team. As a Customer Support Specialist, you will be responsible for providing exceptional service to our customers through various communication channels, including email, phone, live chat, and text.

Your primary goal will be to resolve customer inquiries and issues in a timely and professional manner, while also identifying opportunities to improve our support processes and deliver a consistent and quality customer experience.

Key Responsibilities

  • Provide 1st level service and support for inbound customer interactions, accurately documenting interactions within our customer service management tool.
  • Complete various service and support activities based on customer requests, within our service level agreements and to the satisfaction of the customer.
  • Own the interaction until the point of resolution, collaborating with internal resources as needed.
  • Escalate interactions to appropriate internal resources, as necessary.
  • Conduct follow-up activities, as appropriate.
  • Service and Support type activities may include:
  • Addressing business and technical related questions on our 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.

Requirements

  • Associate degree in Business or related field.
  • Bachelor's degree in Business or related field preferred.
  • 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) is a financial cooperative operating under joint management with AgCountry Farm Credit Services and Frontier Farm Credit. We serve rural communities and agriculture in eight states, supporting nearly 82,000 producers and agribusinesses. Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.



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