Customer Experience Representative

4 days ago

Lincoln, Nebraska, United States Farm Credit Services of America Full time
Job Summary

Farm Credit Services of America is a leading agricultural financial cooperative that values its employees and customers. Our organization is built on a foundation of honesty, integrity, and a commitment to serving rural America. We seek highly motivated and positive-thinking individuals who can foster strong relationships with customers and colleagues.

The Customer Experience Specialist will be the primary point of contact for customers, providing exceptional levels of service and support throughout the loan process and product delivery. This role involves engaging with customers, prospects, team members, and visitors through various channels, including phone, in-person, and digital communication. The successful candidate will be responsible for monetary accounting activities, addressing customer inquiries, and assisting with customer-facing technology and office operations.

Key Responsibilities
  • Customer & Sales Assistance
    • Accurately document customer interactions and resolve issues in a timely manner, collaborating with teammates and escalating to internal resources when necessary.
    • Proactively listen to customer needs and generate referrals by promoting core products, services, and digital tools.
    • Train customers on customer-facing technology and promote customer education events.
  • Monetary Activities
    • Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed and documenting all monetary transactions.
    • Address customer inquiries related to payments, interest, and account changes, as well as resolve overdrafts and past-due accounts.
  • Loan Application and Letter 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, including requesting financial information from customers, submitting financials for input, and verifying customer-provided financials.
  • Office Operations
    • Manage invoices, maintain office supplies, coordinate loan file record retention, and provide administrative support to team leaders and teammates.
    • Validate vendor identification and work orders, coordinate facility service requests, and manage pooled vehicles by scheduling maintenance and repairs.
Requirements
  • Education
    • Preferred Associate's Degree in Business, Finance, or related majors or equivalent work experience.
  • Experience
    • A minimum of two years' customer service experience or equivalent work experience.
  • Certification and Technical Requirements
    • Proficient in Windows environment using Microsoft Word, Excel, Internet Explorer, and Outlook.
About Us

Farm Credit Services of America, AgCountry Farm Credit Services, and Frontier Farm Credit are financial cooperatives operating under joint management. We are a leading provider of agricultural financial services, supporting nearly 82,000 producers and agribusinesses across eight states. Our organization values diversity, equity, and inclusion, and we are an equal opportunity employer.

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