Customer Experience Specialist

Job Summary
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 be 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. Responsible for monetary accounting activities, addressing customer inquiries, assisting with customer‑facing technology and overall management of office operations. Accountable for application processing and coordination from the point of application through working with customers to obtain signatures.

Essential Duties & Responsibilities
Customer & Sales Assistance

Document customer interactions accurately and see them through to resolution, collaborating with teammates and escalating to internal resources when necessary.

Generate referrals by promoting core products, services and digital tools.

Provide sales support for the sales team.

Monetary Activities

Follow established protocols to prevent fraud and risk, ensuring appropriate authorization forms are signed and document all monetary transactions such as payments and wire transfers.

Address customer inquiries related to payments, interest, and account changes, resolving overdrafts and past‑due accounts with the involvement of other teammates if necessary.

Loan Application and Line of Credit Processing and Coordination

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.

Responsible for renewal administration, 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.

Renew operating line of credit.

Office Operations

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 schedule maintenance and repairs for pooled vehicles.

Education Requirements

Preferred Associate’s Degree in Business, Finance, or related majors or equivalent work experience.

Years of Experience

2+ years related experience.

Benefits

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 Farm Credit Services, Farm Credit Services of America, and Frontier Farm Credit are Equal Employment Opportunity employers and comply with all applicable federal, state, and local fair employment practices laws.

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