VP Customer Support

:

Job Summary

**Position would preferably be based out of our Omaha, NE office**

FCSAmerica (FCSAmerica) is a great place to work. You see it in our people and the relationships they have with each other and our customers. Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.

Farm Credit Services of America is seeking a VP Customer Support to lead our Customer Support Team and provide direct leadership in the areas of customer support, customer interactions regarding cash and account management, loan administration, loan servicing, and technology support.

As the VP Customer Support, you influence business retention by helping to identify and lead implementation of processes and technologies that enhance the overall effectiveness of our Association. Build and maintain relationships with auditors, and Cash Management Team to ensure effective and sustainable procedures and controls are in place while mitigating fraud for all areas of customer support. Establish a customer centric culture ensuring an unrivaled customer experience throughout all phases around cash and account management, technology customer support, AgDirect support and loan servicing processes.

Essential Duties & Responsibilities

Customer Support

• Develop, implement, and manage effective workflows for supporting customer interactions through phone, chat, email, text and digital channels.
• Serve as point of contact for customer service and support related issues that require escalation.
• Audit and Compliance - serve as the primary contact for internal audits as well as all compliance and regulatory requirements
• Ensure cash management and loan administration controls are implemented, understood, and followed to minimize fraud risk.
• Coordinate with Internal audit and Operational Risk teams to ensure appropriate monitoring of controls.
• Oversee related user training and procedural revisions within conjunction with the Risk team to develop, document, and maintain processes that are efficient and effective in maintaining satisfactory customer support levels.

Team Leadership

• Provide a clear vision for the team by developing an effective plan for daily workflow management and promote a team atmosphere by supporting and modeling the basic principles of the organization. Ensure teammates are accurately trained on new systems or processes to ensure consistency.
• Establish a positive, participative, and collaborative team environment that inspires creative, high-performing, continuous learning, and engaged team members.
• Responsible for attracting, selecting, and on-boarding a diverse and qualified team and determining the appropriate team resource requirements to meet Customer Support strategic direction.
• Provide leadership and direction regarding technical, system issues. Identify and investigate bugs and their potential causes. When necessary, implement manual workarounds to mitigate risk to customer and/or the Customer Support Team.

Essential Duties and Responsibilities Cont.

Quality Assurance

• Lead quality control functions for the Customer Support Team.
• Continuously monitor and evaluate data from SalesForce to identify opportunities to drive process improvements and service quality that positively impact the customer experience.
• Responsible for development and implementation of adequate controls and monitoring to assure compliance with association policies, credit standards, and procedures.
• Ensure accuracy of products and processes including procedural enhancements focusing on such things as proper functioning systems, reporting, compliance, etc.
• Oversee quality of customer support and loan servicing actions to ensure that transactions have adequate documentation and appropriate legal filings.
• Lead change initiatives to remain current with industry standards, guidelines, and regulations

Education Requirements

• Bachelors Degree Preferred in Business, Finance and/or Economics

Years of Experience

• 6 + years of experience which may include prior leadership experience in Agricultural or consumer credit and experience leading and supervising an operations team.
• Previous leadership experience preferred.

About Us:

FCSAmerica and Frontier Farm Credit are jointly managed financial cooperatives but are separately owned by their farmer and rancher customers. Our customer-owners are directly served by their local financial and crop insurance team. FCSAmerica supports rural communities and agriculture in Iowa, Nebraska, South Dakota and Wyoming. Frontier Farm Credit supports eastern Kansas. Together, we provide credit, crop insurance and other financial services to more than 60,000 agricultural producers and agribusinesses. It takes a lot of expertise to meet the needs of today's agricultural industry, and our combined 1,900 employees provide that in areas of lending, risk management, technology, marketing, customer and employee education. We have job opportunities in Omaha, Nebraska, where FCSAmerica is headquartered, and 48 local offices across five states. We take pride in serving every aspect of agriculture, from the young and beginning producer to some of the nation's largest and most complex agribusinesses.