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Customer Service Specialist (15282)

Company: FCS of Mid America
Location: Mansfield
Posted on: January 9, 2022

Job Description:

At Farm Credit Mid-America, we believe people are our strongest asset. We are consistently looking to hire individuals from a wide range of experience and skills who have a desire to serve. Currently, we have over 1,500 employees across Indiana, Ohio, Kentucky and Tennessee.
Here is what our company offers:


  • Competitive Salary
  • 15 Vacation days, 15 Sick days, 11 Holidays
  • Award winning 401(k) with outstanding employer match
  • Medical, Dental, Vision, Short-term, Long-term, Life and other insurances
  • Fitness incentive
  • Tuition Assistance for employees and dependents

    BASIC FUNCTION: The Customer Service Specialist (CSS) provides exceptional internal and external customer service by delivering and supporing the delivery of financial services. Responsibilities include establishing, developing, and maintaining strong and effective working relationships with internal and external customers, handling of incoming customer phone calls and walk-in customers, handling of financial transactions, monetary accounting activities, funds deposits, and daily reports. The CSS also provides general administrative support for the other roles in the retail office.
    MAJOR RESPONSIBILITIES:

    • CUSTOMER RELATIONSHIPS:
    • Creates a positive customer experience by delivering timely, thorough, thoughtful and responsive service in a way that exceeds customer expectations while meeting internal deadlines.
    • Effectively engage and connect prospective borrowers to the correct FO/AS/RLO
    • Uses Relationship (our Customer Relationship Management software) for follow up, comments and per business standards

    • Establishes, develops and maintains strong internal and external customer relationships by coaching others and consistently providing quality service.

    • FRONT LINE CUSTOMER SERVICE:
    • Primary contact to greet and assist customers, prospects, and visitors when they visit the retail office. Answer incoming Marketplace customer phone calls using the Finesse Phone System.
    • Monetary Transaction Processing:
    • Receipt of loan payments
    • Funds transfers
    • Cross sell products - Farm Cash Management, Remote Deposit, Paid, Online Banking
    • Transaction keying
    • Wire transfers
    • PAID forms completion and Online Banking forms completion
    • Customer initiated loan disbursements
    • Incoming payoff requests from customers and outside vendors
    • Daily balance via Batch processes and check scanning
    • Take cash deposits to the depository bank daily

    • Completes activities to reconcile required daily, monthly, etc. reports

    • Loan and Customer Support:

    • Strong working knowledge of resources available to meet customer needs and when to engage them

    • Contact customers to resolve account discrepancies to include:

    • Credit line overdrafts

    • Insufficient fund notifications
    • Past due notices and delinquent accounts, involving the FO or RLO as needed per policy
    • Payment of late charges
    • Transfer customer calls to the appropriate team member
    • Monitor Relationship Channels and Marketplace Mailbox

    • Proficient internal processes - Relationship standards, Finesse, & Jabber

    • Monitor insurance policies/cancellations, scanning per manual directions
    • Complete post-closing instructions as assigned by the Closing Specialist (CS)
    • Support other Customer Service Specialists in the Marketplace in times of absence
    • Process customer requests for account information
    • Performs other duties as assigned
    • Records Management and Retention
    • Complete documents to Release Lien at Loan payoff to include:
    • Mortgages

    • Titles and Title lien statements

    • Purge Do Not Destroy documents tied to loan payoff
    • COORDINATION WITH RETAIL TEAMS:
    • Primary contact for Marketplace email account.
    • Distribute emails accordingly or complete requested tasks as aligned with position descriptions, or as otherwise assigned.
    • Scan all customer supplied information during application process and as needed to support other roles. Examples include: balance sheets, tax returns, annual financial update information, construction receipts, paid invoices, etc.
    • Assist with Marketplace marketing and meetings as requested.
    • Coordinate the Ag Direct follow-up process by emailing the appropriate AS or FO via Relationship linked to customer.
    • Perform Post-Closing Relationship task when signed closing documents are received at your office.
    • Perform all office scanning - includes balance sheets, tax returns, and other required documentation, all signed closing and post-closing documents
    • Supports Construction Loan Disbursement as requested involving scanning invoices, lien waivers, writing checks, etc.
    • Assist Crop Insurance with customer mailings, phone calls and scanning as needed.
    • Assist Agribusiness customers with Front Line Customer Service - Monetary Transaction Processing and scanning.
    • ADMINSTRATIVE AND FACILITY SUPPORT:
    • Provide general administrative support for RVP / DRO and Retail Team.
    • Pick up and distribute mail.
    • Serve as primary contact for facilities vendors, building upkeep and maintenance.
    • Coordinate paying of bills. Order and maintain office supplies.
    • Monitor non-employee access to the building with assistance from teammates.
    • Complete monthly expense report for office credit card.
    • REPRESENTS AND COMMUNICATES THE MISSION AND VALUES OF FARM CREDIT

      MID-AMERICA and complies with its conduct policy, security policy and confidentiality expectations.
      SENIOR CUSTOMER SERVICE SPECIALIST
      The Senior Customer Service Specialist serves as a positive role model and professional resource for all Customer Service Specialists. Team members in this role will lead by example, inspiring collaboration, process improvement and innovative solutions. This individual demonstrates thought leadership, embraces all opportunities to share ideas and fosters an environment that exhibits our association's purpose and values. The senior team member motivates others to be their best and promotes success across all roles. The Senior Customer Service Specialists champions organizational change, continuous improvement and the delivery of exceptional customer experiences.
      The senior team member must demonstrate the ability to operate independently, execute accurate work and deliver quality service while managing these additional responsibilities:

      • Serve as project/initiative representative and incorporate the perspective of other roles to move the Association forward.
      • Assist with the development of processes & documentation of processes to support operational consistency.
      • Onboard and develop new Customer Service Specialists; mentor and teach others.
      • Facilitate team meetings, attend meetings on behalf of leader.
      • Assist with and conduct peer loan reviews, provide tangible feedback.
      • Identify issues for discussion, development/training, process improvement, or procedural revision.
      • Assist in monitoring and prioritization of workload distribution enabling others to grow & develop skills.
      • Assist leader with compiling reports, distributing & utilizing data effectively.

        MINIMUM REQUIREMENTS and GRADING GUIDELINES
        High School diploma and at least three years of successful experience in two or more of the following areas: administrative support, financially related customer service, computer operations
        KNOWLEDGE, SKILLS and ABILITIES
        Knowledge of: Farm Credit Mid-America products, services, Association technology and accounting systems along with Customer relationships and experience, internal and external: REL and Channel standards: Monetary transaction processing: loan and customer support: Records management and retention. Coordination with retail teams-administrative and facility support.
        Skills in: Providing exceptional customer service; coaching others; researching courthouse documents; interview customers to obtain financial information; interpersonal relations; verbal and written communications; listening; organizing; problem solving; matching products and services to customer needs; translating features into benefits; cross-selling;using accounting and loan origination systems; using computers.
        Ability to: Be flexible; work efficiently and accurately; identify priorities; work with interruptions; maintain confidentiality; work independently and with a team; be disciplined; achieve goals; accept and implement corporate strategies; demonstrate Association values; relate positively to others; listen to customers; use systems and computers; be logical; work under stress; overcome objections; manage time; assess risk; professionally represent Farm Credit Mid-America.
        MENTAL AND PHYSICAL REQUIREMENTS:
        This job requires the incumbent to have the ability to:

        • Engage in telephone and face-to-face conversation to serve customers and give and receive information from staff, vendors, outside consultants and the public.
        • Use computer. This involves reading the screen and keying/typing information.
        • Speak and make presentations to individuals or groups on technical subjects related to job.
        • Travel via auto or commercial transportation to carry out essential responsibilities of the job.
        • Successfully interact with and represent the organization to staff, officers, board members, customers, vendors, and/or the public at all levels.
        • Provide sound technical advice to leaders and other staff in the subject field(s) related to this position.
        • Understand and explain various subject matter and consulting concepts, programs, terminology, and methods.
        • Reason, judge, compare, calculate, evaluate, decide, and critique such information as written material, numerical data, responses to customer needs, and/or other related work activities.

          Requirements of the job include the ability to do the work, with or without reasonable accommodations. It is the Association's policy to make reasonable accommodations for individuals with disabilities. Leadership retains the right to add, subtract or change duties of the position at any time.
          This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.
          CITYIND
          Farm Credit Mid-America is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability or any other category protected by law.

Keywords: FCS of Mid America, Mansfield , Customer Service Specialist (15282), Other , Mansfield, Ohio

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