Service Has itsPrivileges

Customer Service Specialist (Level: 14B, 15B) Closing Date: 7-27-2017

Farm Credit Services of America

Decorah, IA
Job Code:
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Job Details

Farm Credit Services of America or Frontier Farm Credit Job Postings
Customer Service Specialist (Level: 14B, 15B) Closing Date: 7-27-2017
Job Title: Customer Service Specialist (Level: 14B, 15B) Closing Date: 7-27-2017
Job Type: Full-Time
Location: Decorah, IA
Post Date: 07/12/2017
Job Description:

POSITION REPORTS TO: Vice President Retail Operations

Establish, develop and maintain strong and effective working relationships with customers, prospects, team members and visitors to the retail office by providing a consistent quality level of service, which is timely, thorough and responsive to customers and exceeds their expectations. Handle daily customer monetary transaction processing needs, and responsible for retail office monetary accounting activities and funds deposit. Provide general administrative support for the Vice President and marketplace team. Work in a team environment to accomplish team goals.


Essential functions of the position include, but are not limited to:

1. Greet and assist customers, prospects and visitors when contacting the retail office. This includes face-to-face interactions, telephone communications, written correspondence, and electronic communication. Take ownership of each situation until handled to the customer’s satisfaction, which may include involving other team members. Offer assistance and make every effort to take care of customers needs. Administer the office phone system. Understand proper phone protocol and monitor availability of other team members for phone/customer accessibility

Level 15B: Consistently cross-sell core products and services and gather data on where customers have other products (i.e. installment loan at local bank) via the telephone and to walk-in traffic as opportunities present themselves. Independently address and resolve difficult customer issues on a regular basis and provide guidance to less experienced CSS’s.

2. Coordinate and handle monetary transaction processing including: remittances, payments, transaction keying, wire transfers, automated payment requests, and on occasion prepare loan advance disbursement checks for existing loans.

Level 14B: Ability to process less complex monetary transactions independently.
Level 15B: Ability to process all monetary transactions independently, regardless of complexity and provide guidance to less experienced CSS’s.

3. Consistently promote and cross-sell customer facing technology products and services. Respond to customers inquiries and answer questions on customer facing technology to include Agripoint, Remote Deposit Capture, Account Access and other systems as applicable.

4. Balance and post all daily accounting activity to include:
• Prepare the daily funds deposit
• Complete check scanning
• Ensure all funds are forwarded to the appropriate depository bank.
• Verify and process ACH wire requests

5. Mail Statements of Account to customers. Participate in shared relationship channel to track and file UCC continuation notices in a timely manner and complete collateral releases.

6. Monitor non-employee (i.e. vendor and customer) access to work areas within the building. Validate vendor identification, work orders, and access requirements prior to allowing access to work areas in the building. Serve as facilities expert and primary liaison for building and facilities vendors; custodian for security keys, drop box keys, etc. Monitor vendor contracts as well as contact for FCSA facilities team. Monitor and maintain pool vehicles assigned to office. Serves as a vendor contact person for office machine service repairs.

7. Contact customers to resolve overdrafts and past due’s, involving other team members as needed.

8. Complete mail pick-up, delivery and distribution; overnight mail processing; and complete email distribution of daily, weekly and monthly reports;

9. Coordinate completion of the following daily activities:
• Forward office-related invoices; order customer drafts;
• order and maintain office supplies;
• coordinate loan file record retention;
• maintain internal controls file
• scanning of customer financial records for loan purposes
• Monitor and maintain shared retail team mailbox and team channels in Relationship software

10. Coordinate the process for handling AgDirect loans when received at the retail office.

11. Assist with crop insurance customer mailings as well as scanning and indexing insurance forms.

12. Provide general administrative support for the Vice President and marketplace team, including but not limited to:
• Meeting and event logistics coordination, including scheduling location, ordering food, sending out communications, etc.
• Assist with direct mail campaigns
• Coordinate orders from company store
• Assist with coordination of ad placements, press releases, etc.

Level 15B: Independently make decisions and address situations relating to vendors/sales people stopping by, calls from media regarding advertisement placement.

13. Ensure that Customer Legal Name verification is completed.

Additional functions of the position may include:

1. Tech Coach - Serve as a technology resource for the retail office team by assisting with minor questions regarding new technology, workstations, software, and printers. Interacts closely with Omaha technical support staff to implement technological changes and enhancements. Inform technical support staff of common issues/problems. Perform assigned procedures to backup the office server and serves as a primary liaison for on-site vendors (Dell, QMS, Qwest, Etc.) as coordinated through Corporate IS Team.

2. Customer Relationship Management (CRM) Champion: Create desire for CRM by the marketplace team. Is an advocate of customer relationship management. Sell the benefits of CRM and embrace the sharing of information. Act as a teacher and coach and share ideas. Perform other related duties as assigned.

3. Monitor and maintain shared retail team mailbox and team channels in Relationship software.

4. Or other “champion” opportunities to include Fusiion Champion, AED point person, Disaster plan, and BIM champion.

Level 14B: Two-year college degree preferred and/or a combination specialized training and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job function. Up to two years related experience required with experience in customer service and monetary transaction processing preferred.

Level 15B: Two-year college degree preferred and/or a combination specialized training and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job function. Two to four years related experience required with experience in customer service and monetary transaction processing. Demonstrated ability to consistently perform additional functions as outlined above. Must perform duties as outlined above for Level 14B.

Duties for all levels require:

• A broad working knowledge of Farm Credit Services of America (FCSAmerica) processes.
• Fundamental understanding and working knowledge of credit extension and administration processes.
• Fundamental knowledge of FCSAmerica core products and services.
• Ability to work independently with minimal supervision and direction.
• Ability to appropriately handle highly confidential materials.
• Very high level of accuracy and attention to detail.
• Excellent human relations skills.
• Strong oral and written communication skills.
• Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills.
• Effective conflict resolution skills.
• Ability to initiate, organize, and prioritize work.
• Ability to assist in cross-selling core products and services and promote customer use of Account Access.
• Knowledge of Association credit policies, procedures, standards, and guidelines beneficial, but not required.
• Proficient in Windows environment using Microsoft Word, Excel, Powerpoint and Internet Explorer.

Extensive contact with customers and retail team members. Regular contact with marketplace team and Omaha teams.

• Ability to operate a telephone, fax machine, copier, calculator, document scanner, check scanner, postage machine and a computer proficiently.
• Ability to hear telephone conversation and face-to-face conversation to serve customers and to give and receive information from staff, vendors, outside consultants, and the public.
• Provides sound technical advice to clients and potential clients in the subject field (s) related to this position.
• Understands and explains various subject matter and consulting concepts, programs, terminology, and methods.
• Ability to reason, judge, compare, calculate, evaluate, decide, and critique such information as written material, numerical data, responses to customer needs and/or other related work activities.
• Ability to complete work in acceptable timeframe and manage a variety of detailed tasks and responsibilities simultaneously and with accuracy to meet deadlines, goals, and objectives and satisfy internal and external customer needs related to the job.
• Ability to use computer. This involves reading the screen and keying/typing information.
• Ability to move about the office with occasional lifting, reaching and bending.
• Sits for long periods of time to accomplish work at desk.

Requirements of the job include the ability to do the work, with or without reasonable accommodations. It is the Association's policy to make reasonable accommodations for individuals with disabilities. Leadership retains the right to add, subtract or change duties of the position at any time.

This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Sponsored by:
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