Senior Vice President, Customer Services

Description/Job Summary
Have you been preparing for a Senior Leadership level role 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 customer service focused individual that has the ability and desire to lead our statewide customer services teams. The Senior Vice President, Customer Services leads the Association's customer services teams, marketplace process improvement initiatives, and co-chairs the associations project team. The incumbent is part of the Senior Leadership Team and works closely with the Chief Marketplace Officer and leadership team to help execute the Association mission and business plan objectives. Expert knowledge in agricultural lending practices, delivery of excellent customer service, project management and proven leadership ability is required.
A bachelor's degree in business, agribusiness management, or related field; 5 years of customer service leadership experience; is desired.
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.
Reports to: Chief Marketplace Officer
Supervises: Team Leaders, Financial Services Specialists, Operations Support Specialists
Responsibilities/Duties
Job Functions*
PercentageJob Functions
65%Leadership

• Recommends and implements performance standards
• Represents the Association on district and system work groups
• Determines division of responsibilities and provides work guidance and direction to manage workloads
• Makes hiring and promotional recommendations
• Develops, motivates, and evaluates team leaders, lean facilitators and Customer Services department staff

25%Process and Procedures Development and Implementation

• Directs and consults with customer services team leaders on effective implementation of company policies and procedures
• Coordinates Process Improvement Initiative activities across the Association
• Reviews and analyzes potential business innovation platforms for recommendation and implementation
• Collaborates with Chief Marketplace Officer, team leaders and other departments in developing processes and procedures for delivery of customer supporting services
• Directs and collaborates on internal cross functional work teams to design, implement and support processes

10%Customer Service Training

• Leads the identification of training needs
• Determines training presenters
• Coordinates the development of training curriculums

n/aOther 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

• 4 years of supervisory experience
• Bachelor's degree in Business, Agriculture or a related field
• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
• 5 years of related experience

Required Knowledge And Skills

• Skill in listening and conveying awareness of a customer's problem or issue to find resolution
• Working knowledge of process efficiency, mapping and design
• Responsible to appropriately protect the confidentiality, security, and integrity of the Association's systems and data and clients' data
• Skill in using Microsoft technologies including e-mail, word and spreadsheet processing to increase efficiency and effectiveness
• Skill in selecting, managing, coaching, motivating, and developing a team
• Skill in utilizing time in an efficient and effective manner
• Working knowledge of agribusiness, farming, and agricultural credit
• Oral and written communication skills, sufficient to discuss a variety of job-related topics, and to effectively communicate complex topics to a variety of audiences
• Skill in setting priorities to reflect the importance of job responsibilities