*Position is eligible to work in the Omaha office or any of our retail offices. Position is eligible for hybrid work- Incumbent must work a percentage of their time weekly in the office.*

Are you passionate about providing exquisite customer service, do you believe each customer interaction is an opportunity to serve, engage, and delight? If yes, we would love to hear from you! We are looking for someone to join our Customer Support Team. The position is full-time with fantastic benefits.

In this role, you’ll provide customer service to customers via email, telephone, live chat or text. You'll support customer/account inquiries, resolve incidents related to customer facing technology, process cash management requests and identify customer needs for loan servicing requests.

Farm Credit Services of America (FCSAmerica) is a great place to work. You see it in our people and the relationships they have with each other and our customers. Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.

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

• 3-5 years’ banking or financial services customer support experience or a combination of related experience and/or specialized training required.

Years of Experience

• Four-year college degree preferred.

• A broad working knowledge of Farm Credit Services of America’s products and services, lending /credit policies, cash management and security policies and procedures.