Customer Service Representative

Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our customers, assisting with inquiries and ensuring a positive experience with our products and services. If you have excellent communication skills, a passion for helping others, and the ability to work in a fast-paced environment, we encourage you to apply.

Essential Duties & Responsibilities

• Greets and welcomes customers, office visitors, and callers to AgCountry. Ascertains their needs, assists them, and/or directs them to the appropriate resource for assistance. Responsibilities may include opening/closing the office, answering the telephone, maintaining the reception area, ordering, and inventorying supplies, processing office mail, etc.
• Establishes and maintains open communication with customers to identify their needs and expectations, in addition to maintaining positive customer relationships. Represents AgCountry as a provider of a broad range of financial services and refers customers to appropriate team members for follow-up.
• Inputs and updates new prospect and customer information into AgCountrys Customer Relationship Management System (CRM). Coordinates with loan officer to advance prospects through sales cycle from lead to opportunity to close.
• Enters loan information into the deal proposal, scores loan in Enterprise Decision Engine (EDE), and submits scored loan for approval, upon loan officer or leader request. After EDE scoring, determines if exposure requires manual adjustments for internal refinance or if special programs apply. Works with loan and/or credit officer on loan disposition and further processing needs.
• Processes loan applications and renewals. Assists credit and loan officers to ensure all loan documentation is requested, gathered, entered, and verified prior to loan closing.
• Issues loan receipts and disbursements. Maintains accurate, up-to-date loan files. Inputs and monitors the fee tracking process, reports, and other customer information.
• For PCA loans, consults with loan officer to determine closing type & location and coordinates schedules (Internal/Title Agency/Attorney) to ensure all parties are informed and available. Coordinates with the loan documentation department to obtain completed documents for closing. In the absence of the loan officer, may execute loan closing in the branch office.
• Assists the financial services department by providing life insurance referrals for loan accounts and processing MPCI and hail insurance applications, as needed.
• Provides administrative support, as requested, to enhance efficient branch operations.

Education Requirements

• Associate degree (AA) in administration, business, or other field; or equivalent work-related experience.

Years of Experience

• 2 to 4 years of administrative experience in a lending environment
• Knowledge of farm operations, the agriculture industry, accounting principles and practices, and credit processing
• Knowledge of loan products, services, credit operations, loan origination and loan accounting systems.
• Customer service skills with emphasis on providing timely, friendly, and thorough service.
• Verbal, listening, and written communication skills effectively work with customers and co-workers.
• Detail oriented with strong organizational skills.
• Computer skills in operating computer technology and a wide variety of software, including word processing, spreadsheet, and database applications.
• Willingness to embrace and adopt new technology and process changes.