Sr. Specialist, Customer Solutions

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

The Customer Solutions Specialist (CSS) serves as a primary point of contact for internal and external customers, managing inquiries received through multiple channels including phone, fax, email, and online platforms. This role encompasses comprehensive account servicing for commercial agriculture loan and lease portfolios, including payoff calculations, balance inquiries, payment processing, and insurance compliance management. Additionally, the CSS is responsible for processing front end credit applications and adverse action letters, documentation management, and UCC maintenance.

About This Role:

 

• Customer Communication Management – Respond promptly to incoming phone calls and manage document workflows by scanning and indexing customer files into the FirstWork system.
• Account Information & Issue Resolution – Deliver accurate account information, address general customer service inquiries, and resolve account-related issues for non-collection and non-legal accounts in compliance with DFS policies and procedures.
• Financial Transaction Processing – Generate payoff calculations, provide credit references, and process telephone payments with precision and efficiency in accordance with established DFS standards.
• Insurance Compliance – Obtain and maintain adequate proof of physical damage insurance for financed equipment and liability coverage for designated leases. Process insurance correspondence and scan required documentation in accordance with DFS policies and procedures.
• UCC Processing & Documentation – Manage UCC filings including amendments, terminations, lien searches, and partial releases. Obtain required documentation such as driver's licenses, record UCC information in InfoLease or Rapport systems, and scan necessary documents into FirstWork for retention and retrieval.
• Application Processing & Dealer Support – Process customer credit applications accurately and efficiently in Rapport, ensuring all required data and compliance information is complete. Support dealers with login assistance, online applications, and product information, while coordinating with business partners to resolve missing information when Credit Managers are unavailable.
• Credit Files & Reporting - Maintain comprehensive electronic credit files for customers and dealers, including D&B/Paynet reports, Secretary of State verifications, and update Rapport/InfoLease accordingly. Prepare and distribute daily, weekly, and monthly reports while also coordinating supplemental documentation with participating banks and NRCS offices.
• Regulatory Compliance – Process weekly credit Adverse Action letters in accordance with regulatory requirements.
• Additional Duties – Complete other duties, special projects, and assignments as directed by management.
• Professional Standards – Demonstrate professional behavior, maintain excellent attendance and punctuality, exhibit a strong commitment to customer service excellence, and foster positive working relationships across the organization.
• Policy & Regulatory Adherence – Understand and comply with all company policies, laws, and regulations applicable to this role.

The Ideal Candidate for This Role:

 

Required:

• High school diploma or equivalent
• Excellent verbal and written communication skills
• Strong interpersonal skills with a professional and pleasant demeanor
• Proven ability to multitask effectively in a fast-paced environment
• Exceptional attention to detail and accuracy
• Proficiency in PC navigation and Microsoft Office applications (Word and Excel)

Desired:

• Bachelor's degree in Business, Agricultural Business, or related field
• Previous experience in customer service, agriculture, or insurance sectors

Key Skills:

• Active Listening & Communication
• Attention to Detail
• Time Management & Prioritization
• Problem-Solving & Critical Thinking
• Reliability & Accountability
• Organizational Skills
• Interpersonal Skills & Collaboration

Candidates must possess unrestricted work authorization and not require future sponsorship.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building