Sr. Specialist, Customer Solutions

Customer Solutions Specialist

At FNBO, our employees are the heart of our storyand we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.
The Customer Solutions Specialist (CSS) serves as a primary point of contact for internal and external customers, managing inquiries received through multiple channels including phone, fax, email, and online platforms. This role encompasses comprehensive account servicing for commercial agriculture loan and lease portfolios, including payoff calculations, balance inquiries, payment processing, and insurance compliance management. Additionally, the CSS is responsible for UCC (Uniform Commercial Code) processing, documentation management, and related filings. This position reports directly to the Customer Solutions Manager.
About This Role:

Customer Communication Management

Respond promptly to incoming phone calls and manage document workflows by scanning and indexing files into the FirstWork system.
Account Information & Issue Resolution

Deliver accurate account information, address general customer service inquiries, and resolve account-related issues for non-collection and non-legal accounts in compliance with DFS policies and procedures.
Financial Transaction Processing

Generate payoff calculations, provide credit references, and process telephone payments with precision and efficiency in accordance with established DFS standards.
Insurance Compliance

Obtain and maintain adequate proof of physical damage insurance for financed equipment and liability coverage for designated leases. Process insurance correspondence and scan required documentation in accordance with DFS policies and procedures.
UCC Processing & Documentation

Manage UCC filings including amendments, continuations, terminations, lien searches, and partial releases. Obtain required documentation such as driver's licenses, record UCC information in InfoLease or Rapport systems, and scan necessary documents into FirstWork for retention and retrieval.
Credit Support

Provide backup support to the Credit Assistant position by processing front-end credit applications as needed.
Regulatory Compliance

Process weekly credit Adverse Action letters in accordance with regulatory requirements.
Additional Duties

Complete other duties, special projects, and assignments as directed by management.
Professional Standards

Demonstrate professional behavior, maintain excellent attendance and punctuality, exhibit a strong commitment to customer service excellence, and foster positive working relationships across the organization.
Policy & Regulatory Adherence

Understand and comply with all company policies, laws, and regulations applicable to this role.
The Ideal Candidate for This Role:

Required:
High school diploma or equivalent
Excellent verbal and written communication skills
Strong interpersonal skills with a professional and pleasant demeanor
Proven ability to multitask effectively in a fast-paced environment
Exceptional attention to detail and accuracy
Proficiency in PC navigation and Microsoft Office applications (Word and Excel)
Preferred:
Bachelor's degree in Business, Agricultural Business, or related field
Previous experience in customer service, agriculture, or insurance sectors
Candidates must possess unrestricted work authorization and not require future sponsorship.
Work Environment:
It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.
Compensation and Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Equal Opportunity & Belonging:
FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selvesno matter their role or where they are in their journey.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.