Customer Support Specialist

Customer Support Specialist

Incumbent can work from one of the following offices-Omaha, Kearney, or O'Neill in Nebraska, Newton in Iowa, Manhattan or Marysville in Kansas, Aberdeen, Huron, or Yankton in South Dakota.

Job Summary

Are you someone who thrives on helping others and enjoys opportunities to serve, connect, and impress? We're looking for a dedicated individual with a servant heart to join our team as a full-time Customer Support Specialist. In this role, you'll be the first point of contact for our valued customers via telephone and email, providing exceptional support and resolving issues with a positive attitude. You'll answer loan inquiries, process cash management requests, and provide online support. If you're a natural problem-solver who finds satisfaction in making others' experiences seamless and enjoyable, we'd love to hear from you!

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 Administration or related field.
• Bachelor's degree preferred.

Years of Experience

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

AgCountry Farm Credit Services, ACA, Farm Credit Services of America, ACA, and Frontier Farm Credit, ACA are Equal Employment Opportunity employers, and they comply with all applicable federal, state, and local fair employment practices laws.