Customer Experience Specialist

AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCS America) and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. Each association is owned by local farmers and ranchers, and they collaborate by pooling resources, expertise and talent to provide affordable credit, crop insurance and financial services.

Seeking a facilitator of the customer journey through the loan process and all aspects of product delivery before, during and after the closing. As a Customer Experience Specialist, you will serve as the customer’s point‑of‑contact, establishing strong relationships by providing exceptional levels of service and support. You will engage with customers, prospects, team members and visitors through phone, in‑person and digital channels, manage monetary accounting activities, address customer inquiries, assist with customer‑facing technology and overall management of office operations.

You will be accountable for application processing and coordination from the point of application through working with customers to obtain signatures.

• Accurately document customer interactions and see them through to resolution, including collaboration with teammates and escalation to internal resources when necessary.
• Generate referrals by promoting core products, services and digital tools.
• Provide sales support for the sales team.

• Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed, and document and process all monetary transactions such as payments and wire transfers.
• Address customer inquiries related to payments, interest and account changes, and resolve overdrafts and past‑due accounts with the involvement of other teammates when necessary.

• 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.
• Manage renewal administration, including requesting financial information from customers, submitting financials for input and verifying customer‑provided financials.
• Contact customers regarding renewal status and coordinate with teammates to ensure documents are prepared, including renewal of operating lines of credit.

• Manage invoices, maintain office supplies, coordinate loan file record retention, 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.

• Preferred associate’s degree in business, finance or related majors, or equivalent work experience.

• A minimum of two years of customer service experience or equivalent work experience.

• Health Benefits
  :
  Comprehensive medical, dental and vision insurance
• Retirement Plans
  : 401(k)
• Paid Time Off
  :
  Vacation, sick leave, paid holidays and parental leave
• Additional Benefits
  :
  Life and disability insurance, Employee Assistance Program (EAP), wellness programs, tuition assistance and short‑term incentive pay

AgCountry has 43 offices, is based in Fargo, North Dakota and serves portions of North Dakota, Minnesota, and Wisconsin. FCS America is based in Omaha, NE and has 42 local offices serving rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. Frontier Farm Credit has six offices serving eastern Kansas. Together, we support nearly 82,000 producers and agribusinesses, meeting the needs of today’s agricultural industry with our combined 2,600+ employees providing lending, risk management, technology, commodity marketing and customer and employee education.

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.