Supervisor, Customer Service

Job Title

Provides general supervision to unit including administrative oversight, associate coaching, feedback and functional participation. Serves as expert in the systems used for supporting unit functions. Drives process improvement, leveraging best practice methodologies, to enhance customer service productivity, prepares analyses of enhancements to existing systems, and recommends work allocations to contribute to efficiency and effectiveness. Serves as customer service knowledge expert in processes and systems used for supporting customer service functions.

Essential Functions

• Supervises group activities, including establishing priorities and managing workflow to meet internal and external deadlines.
• Serves as subject matter expert on all aspects of the department.
• Provides tactical guidance and functional participation as needed, and ensures that all compliance activities are consistent with legal and regulatory requirements, as well as CoBank policies and procedures.
• Oversees the functioning of all relevant systems supporting unit functions to ensure efficient handling and accurate processing of customer requests.
• Serves as point of escalation to resolve the most complex interrogation issues. Performs all unit functions in a back-up capacity.
• Represents unit in project settings.
• Performs and delivers transaction and call feedback on items identified through the Quality process.
• Assesses, develops and redevelops unit processes to improve quality and efficiency.
• Ensures unit complies with all relevant policies and procedures.
• Maintains and enhances relevant Business Continuity Plan(s).
• Serves as the approver for certain transactions outside the authority of department staff.
• Develops and delivers functional training.
• Performs customer service functions in a back-up capacity.
• Serves as "Mission Critical Personnel" for business continuity and reduced staffing scenarios.
• As a people manager at CoBank, you will be expected to manage and lead associates. Responsibilities include, but are not limited to, associate performance management, talent strategy, workforce planning, change management, conflict resolution, and relationship management. You will drive and be accountable for the team's development, alignment with the division's objectives, as well as with CoBank's strategy and mission.

Education

• High school diploma or GED required

Work Experience

• 5 years relevant experience, preferably in banking or financial services industry required

Physical Exertion Details

Sedentary Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Travel Requirement Details

Occasional Travel occurs infrequently (typically, once a month or less).

About CoBank

The typical base pay range for this role is between $76,100 - $87,100. Compensation may vary based on individual job-related knowledge, skills, expertise, and experience. This position is eligible for a discretionary annual incentive program driven by organization and individual performance. The listed salary, other compensation and benefits information is accurate as of the date of this posting. This job will be posted for a minimum of five (5) business days or until the position is filled. CoBank reserves the right to adjust compensation for all positions and to modify or discontinue benefits programs at any time in its sole discretion, subject to applicable law.

CoBank is a cooperative bank serving vital industries across rural America. The bank provides loans, leases, export financing and other financial services to agribusinesses and rural power, water and communications providers in all 50 states. The bank also provides wholesale loans and other financial services to affiliated Farm Credit associations serving more than 76,000 farmers, ranchers and other rural borrowers in 23 states around the country. CoBank is a member of the Farm Credit System, a nationwide network of banks and retail lending associations chartered to support the borrowing needs of U.S. agriculture, rural infrastructure and rural communities. Headquartered outside Denver, Colorado, CoBank serves customers from regional banking centers across the U.S. and also maintains an international representative office in Singapore.

REASONABLE ACCOMMODATION

We are committed to ensuring that our online application process provides an equal employment opportunity to all applicants, including qualified individuals with disabilities. If you are an applicant with a disability, or are assisting an applicant with a disability, and require accessibility assistance or would like to request a reasonable accommodation for any aspect of the application process, please submit a request by emailing View email address on click.appcast.io. Include your contact information and specific details about your requested accommodation.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

CoBank is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.