AgDirect Customer Support Specialist

Job Summary

AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCSAmerica) and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. While each association is owned by its local farmers and ranchers, they collaborate by pooling resources, expertise, and talent to provide affordable credit, crop insurance, and financial services. Our associations are united by a common mission and commitment to serving rural America and supporting each other, which drives the success of the farmers, ranchers, and agribusiness we serve.

We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.

AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCSAmerica) and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. While each association is owned by its local farmers and ranchers, they collaborate by pooling resources, expertise, and talent to provide affordable credit, crop insurance, and financial services. Our associations are united by a common mission and commitment to serving rural America and supporting each other, which drives the success of the farmers, ranchers, and agribusiness we serve.

We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.

Are you passionate about providing exceptional customer service, do you believe each customer interaction is an opportunity to serve, engage, and satisfy? We are looking for someone to join our AgDirect Customer Support Team. The position is full-time with fantastic benefits.

In this role,you’llprovidecustomer service to customers through phone and digital channels.

You'llestablish, develop, andmaintainstrong and effective relationships with customers and prospects, providing them withaconsistentquality level ofservicewhich istimely, thorough, and responsive. This includes but is not limited to addressing account and payment inquiries, completing loan maintenance duties, supporting

AgDirect’sdigital banking tool,identifying customer needs for loan servicing requests, or gathering financials.

• 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 the Associations’ 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 inquires (payment inquires, 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.
• Effectively listen for future needs - consistently promote and cross-sell other Association products and services.
• Maintain an active knowledge of support resources, such as policies and procedures, knowledge bases and key subject matter experts to resolve interactions timely, accurately and in compliance with the Associations' policies and regulations. Assist in the creation and maintenance of support documentation and knowledgebase articles, as appropriate.
• Assist in the ongoing analysis and improvement…