Customer Service Team Leader - Commercial

Description/Job Summary

Have you been preparing for the next step in your career with a growing financial institution? If so, don't miss the opportunity to join our high-quality team and major agricultural lending cooperative! FCS Financial is looking for a dynamic individual that has the ability and desire to lead a team of customer service staff!

The Customer Service Team Leader position provides coaching, guidance, direction, and feedback to their team and helps coordinate the internal support needed to deliver efficient and effective support to the Commercial Farmer and AgriBusiness market segment. This position also motivates and leads a team of customer service staff in multiple office locations to help support the Commercial and Agribusiness Loan Officers. This individual also provides guidance and leadership to the Customer Service Staff in servicing a commercial loan portfolio and providing direct and indirect service to external customers and various internal market facing teams.

A bachelor's degree in business, agriculture, acounting or a related field; three years of experience in loan processing and/or closing.

FCS Financial's Central Office located in Jefferson City is the preferred location however, all other FCS Branch locations will be considered based on the candidates' qualifications and needs.

A combination of a remote and in office work arrangements will be considered as long as the candidate lives within FCS Financial's Loan Servicing Area.

This position is classified as Exempt under the Fair Labor Standards Act.

This position is open until filled.

Department: Marketplace Services

Reports To: Senior Vice President, Customer Services

Supervises: Customer Service Representatives and Financial Services Specialists

Responsibilities/Duties

Job Functions*

Percentage

Job Functions

35%

Training and Employee Development

• Identifies and develops on-going training materials to support non-Academy training strategies (i.e., small group training) that support Association customer product delivery
• Identifies topics, develops curriculum, and coordinates delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy
• Identifies individual training needs and timing of training for staff development outside FCS
• Schedules and presents non-Academy training sessions
• Provides coaching, direction, and subject matter expertise to Financial Services Specialists

20%

Staff Management

• Monitors operational reports for commercial team loan portfolio and directs corrections activities.
• Monitors and manages staff workload and coordinates assistance as needed
• Develops, motivates, and evaluates a team of Financial Services Specialists
• Monitors leaves of absences
• Approves, denies, and submits staff expense reports
• Makes hiring and promotional recommendations
• Determines division of responsibilities and provides work guidance and direction
• Recommends and implements performance standards

30%

Process and Procedure Development

• Identifies and recommends process changes to improve customer service and product delivery
• Collaborates as a member of various cross functional workgroups involved in the development and recommendation of updates to policies, procedures, and processes
• Participates in Process Improvement Initiative activities across the association
• Stays abreast of policy, procedure, and process changes and communicates updates and revisions to staff

15%

Loan Origination and Processing

• Prepares and completes data for underwriting by organizing and reviewing data for completeness and accuracy on large, complex loan applications including participation loans.
• Prepares closing documentation and performs post-close loan responsibilities
• Requests and verifies local, state, and third party required documentation
• Performs UCC, flood, business entity, and related searches and orders title work and appraisals.
• Coordinates discussions between loan account team members regarding third party legal documents and other complex loan documentation requirements

n/a

Other duties as assigned to meet the needs of the organization.

• Essential Functions for this position consist of all items listed under any category that make up 5% or more of the job duties. This job description is subject to change without notice.

Required Skills

Minimum Qualifications

• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
• 3 years of experience in loan processing and/or closing
• Bachelor's degree in business, agriculture, accounting, or a related field
• Valid Missouri driver's license

Required Knowledge And Skills

• Oral and written communication skills, sufficient to exchange information effectively with peers, subordinates, supervisor and customers
• Skill in using Microsoft technologies including e-mail, word and spreadsheet processing
• Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations
• Responsible to appropriately protect the confidentiality, security, and integrity of the Association's systems and data and clients' data
• Skill in setting priorities to reflect the importance of job responsibilities
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Working knowledge of Farm Credit System
• Skill in managing, coaching, motivating and developing a team
• Working knowledge of agricultural industry