Rural 1st Customer Care Analyst

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Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. Our purpose is to secure the future of rural communities and agriculture. We are passionate about serving the needs of our rural communities and creating positive customer experiences.

Farm Credit Mid-America is a great place to work! We have been named as a Best Places to Work in Kentucky for the past 13 years. At Farm Credit Mid-America we put our customers and team members at the heart of all we do.

SCHEDULE: Full Time, Hybrid, 9 am - 6 pm
TRAVEL REQUIRED: 0% - 10%

COMPENSATION:$54,412.00to$ base salary plus potential for variable compensation. Base pay is determined by your skills, qualifications, experience, and location. Farm Credit Mid-America/Rural 1st may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.

The Rural 1st Customer Care Analyst (CCA) is responsible for assisting prospective and current customers with servicing issues, performing sales lead analysis and routing, and researching and responding to customers in a timely and thorough manner.

With a strong working knowledge of systems, policies, business processes, products, pricing and servicing actions, the CCA establishes, develops, and maintains strong and effective working relationships by understanding and utilizing various resources to address customer needs via telephone, mail and electronic communication.

• Customer statement analysis and concise explanation of customer inquiries.
• Calculation, reporting and documentation of customer payoff quotes.
• Research, document collection, setup, and edits of automatic bank drafts.
• Research, reporting and documentation on verification of mortgages.
• Online Banking setup and support including researching and troubleshooting customer needs.
• Analyzing and researching root cause of customer return mail.
• Collecting insurance proceed documentation, notifying loan officer and routing to appropriate support teams.
• Appropriately addressing customer hardship inquiries.
• Researching, gathering and storing authorization documentation for specific document requests.
• Reviewing, processing and documenting customer payments to appropriate accounts.
• Reviewing, documenting and disbursing customer loan funds..
• Reviewing and providing explanation to customers on escrow inquiries and complaints.
• First Rural 1st contact with prospective customers, developing relationships to encourage trust and loyalty.
• Gathering and documenting information from prospective customers; transferring to appropriate loan officer for timely prequalification.
• Making outbound sales calls to electronic loan inquiry submissions, identifying quality, documenting, and transferring to the appropriate loan officer.
• Researching quality, documenting and resolving other electronic lead sources such as Farm Lend, and Contact Us inquiries.
• Identifying resale opportunities with customers, documenting and transferring to loan officer.
• Responding to escalated customer cases, performing root cause analysis and working cross-functionally for resolution and ongoing process improvements.
• Payoff monitoring and analysis for release of any loan fund overages, making sure loans go to a PAID status.
• Researching title work to document, notarize and file Mortgage Releases once loan is in paid status.
• Conversion analysis and processing by both proactive report monitoring, and resale opportunities identified.
• Expertise in Rural 1st lending territories to analyze and determine Territorial Concurrence.
• Electronic Funds Transfer Reject Monitoring, documentation and communicating approvals/denials.
• Country Line Maturity Monitoring and Servicing.

Bachelor’s degree in business, marketing, finance, or related field, preferred. Minimum 4 years of successful experience in customer service, loan processing, loan servicing or sales.

Requires existing NMLS registration under the SAFE Act, or the ability to obtain the same upon hire, and maintenance of a status in good…