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American AgCredit · 1 day ago

Customer Support Representative

Hutchinson, KS

Full-time

Onsite

Entry Level

$52K/yr - $61K/yr

2+ years exp

American AgCredit is a national financial system supporting those who feed, clothe, and fuel the world. The Customer Support Representative provides outstanding customer service through various channels and assists customers with digital solutions and money movement products.

AgricultureFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Demonstrate exceptional customer service by serving as a conduit for customer inquiries and acting as the primary contact through interactions via multiple channels including phone, in-person, email, secure messaging, chat, etc

Process incoming and outgoing mail, maintain office supplies and marketing materials, assist with maintenance of facilities, serve as a vendor liaison and assist with safety and wellness event coordination (if assigned to a specific location)

Ensure every interaction is a positive one by actively listening and appropriately responding to inquiries related to digital banking and treasury management solutions, payments and disbursements support and proactively connecting customers with other functional areas when appropriate

Process requests for disbursement of loan funds, payments, and daily balancing

Provide end-user support for maintenance and monitoring related to digital customer solutions and other money movement products and services. Ensure seamless establishment of assigned products and provide excellent ongoing support

Assist with products and services onboarding by coordinating with the customer and any applicable service providers or internal teams

Adhere to Association policies and procedures with an emphasis on the compliance and fraud detection functions. Recognize noncompliance with policies and procedures and elevate to senior operations staff for resolution

Respond independently to requests for information and assistance; exercise independent judgment and provide excellent customer service. Monitor and maintain case management cases for customer interactions. Escalate customer issues as appropriate and necessary for timely resolution

Triage of customer support needs for resolutions through collaboration with other departments. Provide customer and association follow up as needed to ensure positive outcome

Ensure daily workflow assignments are completed. As directed by supervisor, provide backup on-site assistance if needed

Participate in special projects and perform other functions as assigned

Qualification

Customer serviceDigital banking knowledgeProblem solvingCall center experienceAccounting knowledgePC proficiencyWritten communicationVerbal communicationInterpersonal skillsOrganizational skills

Required

High school diploma, plus at least two years of post-high school education or equivalent

2-3 years experience performing similar functions, call center experience is a plus

Notary Public Commission or completion of requirements within six months of hire

Outstanding problem solving and analytical abilities, demonstrated ability to advocate for client needs

Demonstrated ability to generate highly accurate work and make independent decisions

Knowledge of accounting, electronic banking, and lending operations procedures

Must be proficient in organizing and prioritizing work to meet deadlines

Exceptional written and verbal communication skills

Exceptional persuasive and interpersonal skills, including exceptional customer service skills

Proficient in the use of PC, including e-mail, word processing and electronic spreadsheet software

Ability to perform basic office tasks and work in a typical office setting

Strong written and verbal communication skills to adequately convey ideas and work well with a team

Ability to talk and hear, sit and use their hands and fingers, and reach in all directions

Some lifting and moving of items up to 25 pounds required

Work during established business hours and may require occasional weekend and/or evening work

Travel required in performance of job

Benefits

Commitment to agriculture and the communities we serve

Family friendly work environment

Investment in employee development

Medical, Dental and Vision coverage

Outstanding 401k – automatic 3% employer contribution, plus match up to 6%

Generous Paid Time Off (Vacation accrued at 21 days annually, Sick Days accrued at 15 days annually, 12 paid holidays, plus 16 hours of volunteer time)

Competitive Incentive Compensation Plan

Disability & Life Insurance

Employee mental, physical, and financial wellness programs

The position is bonus eligible based on association and personal performance