Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. Our purpose is to secure the future of rural communities and agriculture. We are passionate about serving the needs of our rural communities and creating positive customer experiences.
Farm Credit Mid-America is a great place to work. We have been named as a Best Places to Work in Kentucky for the past 12 years. At Farm Credit Mid-America we put our customers and team members at the heart of all we do.
SCHEDULE: Full Time, Hybrid
TRAVEL REQUIRED: 0% - 10%
COMPENSATION: $53,085.00 to $98,036.00 base salary plus potential for variable compensation. Base pay is determined by your skills, qualifications, experience, and location. Farm Credit Mid-America/Rural 1st may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.
About Our Opportunity The Rural 1st Customer Care Analyst (CCA) is responsible for assisting prospective and current customers with servicing issues, performing sales lead analysis and routing, and researching and responding to customers in a timely and thorough manner.
With a strong working knowledge of systems, policies, business processes, products, pricing and servicing actions, the CCA establishes, develops, and maintains strong and effective working relationships by understanding and utilizing various resources to address customer needs via telephone, mail and electronic communication.
This position requires existing NMLS registration under the SAFE Act, or the ability to obtain the same upon hire, and maintenance of a status in good standing during employment.
How You Will Spend Your Time - Customer statement analysis and concise explanation of customer inquiries.
- Calculation, reporting and documentation of customer payoff quotes.
- Research, document collection, setup, and edits of automatic bank drafts.
- Research, reporting and documentation on verification of mortgages.
- Online Banking setup and support including researching and troubleshooting customer navigation issues, payment setups, and complaints.
- Analyzing and researching root cause of customer return mail.
- Collecting insurance proceed documentation from customers, notifying loan officer and routing to appropriate support teams. This includes proactive research, reporting and contacting customers impacted by a natural disaster.
- Appropriately addressing customer hardship inquiries.
- Researching, gathering and storing authorization documentation for specific document requests by both customers and 3rd party organizations.
- Reviewing, processing and documenting customer payments to appropriate accounts.
- Reviewing, documenting and disbursing customer loan funds such as stock, participation certificates and overpaid interest.
- Reviewing and providing high level explanation to customers on escrow inquiries and complaints.
- First Rural 1st contact with prospective customers, developing relationships to encourage trust and loyalty.
- Gathering and documenting qualifying information from prospective customers; transferring to appropriate loan officer for timely prequalification and completion of application via phone, or electronic submission.
- Making outbound sales calls to electronic loan inquiry submissions, identifying quality, documenting, and transferring to the appropriate loan officer for prequalification and continuation of origination processes.
- Researching quality, documenting and resolving other electronic lead sources such as FarmLend, and Contact Us inquiries.
- Identifying resale opportunities when speaking with customers on various other service needs, documenting and transferring opportunity to appropriate loan officer.
- Responding to escalated customer cases, performing root cause analysis and working cross-functionally for resolution and ongoing process improvements.
- Payoff monitoring and analysis for release of any loan fund overages and making sure loans go to a PAID status
- Researching title work to document, notarize and file Mortgage Releases once loan is in paid status.
- Conversion analysis and processing by both proactive report monitoring, and resale opportunities identified when servicing other customer needs via phone, mail or email.
- Having subject matter expertise in Rural 1st lending territories to analyze and determine when Territorial Concurrence and notification processing, documentation, and reporting is required. This includes end of year analysis and board reporting.
- Electronic Funds Transfer Reject Monitoring, documentation and communicating approvals and or denials.
Minimum Education & Experience Bachelor's degree in business, marketing, finance, or related field, preferred. Minimum 4 years of successful experience in customer service, loan processing, loan servicing or sales.
Mental & Physical Requirements While engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision requirements encompass close and distance vision. The work environment typically has a moderate noise level. This role may entail a blend of mental and physical capabilities, requiring strong mental acuity, problem-solving skills, and occasional physical tasks such as standing, lifting, or extended computer usage. Some roles may require physical or mental requirements related to driving, such as a valid driver's license, and the ability to drive a long-distance. Reasonable accommodations will be considered for individuals as requested.
Farm Credit Mid-America provides a competitive total rewards package to our team members. This includes an award winning 401(k) Plan. Our Health and Financial wellness benefits provide safety, security and peace of mind for you and your family. Here is a highlight of our Total Rewards and Benefits.
Farm Credit Mid-America is an equal opportunity employer, and all applicants will receive consideration for employments without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other category protected by law.