Consumer Loan Servicing Supervisor jobs in Des Moines, IA

Job Summary

Position is eligible to work in the Omaha office or any of our retail offices. Position is eligible for hybrid work- Incumbent must work a percentage of their time weekly in the office.*

In this role you will coordinate and complete AgDirect loan servicing actions from point of request while providing a positive customer experience.

Maintain an understanding of and ensure compliance with all policies and procedures associate with loan servicing actions.

High degree of accountability and attention to detail to ensure the Association’s collateral position. Effectively interact and communicate with customers in writing, by phone or through available digital channels.

Work across all teams to ensure a consistent customer experience.

Farm Credit Services of America (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.

Essential Duties & Responsibilities

Loan Servicing Activities

Provide processing and servicing support for inbound AgDirect customer interactions that originate through an automated call distribution phone system and digital communication channels (chat, email, text).

Proactively listen and identify customer needs. Responsible for accurate documentation of customer interactions and seeing them through to resolution in a timely and thorough manner.

Prioritize workloads, ensuring necessary documents are obtained, partner with underwriting when credit risk analysis is required.

Complete lien searches, obtain subordinations and perfect lien positions. Additionally, this role must book servicing actions and update tracking systems, and review collateral for release.

Discuss options for serving actions on AgDirect loans and retail installment contracts to meet the needs of the customers while complying with loan administration guidelines.

Specialist will complete servicing actions including : interest rate conversions, payment extensions, term modifications, reamortizations, assumptions of liability, releases of liability, as well as partial releases, full releases, amendments, continuations and terminations of UCCs.

Work directly with customer to obtain information to recommend, negotiate and implement servicing actions as appropriate.

Work closely with the Credit Resolution and Litigation teams to compile the appropriate balance sheet, income statements and / or tax returns so decisions can be made on high-risk servicing actions.

Ensure the appropriate entity documents are collected, when required.

Account Management Activities

Complete various service and support activities based on the customer request, within the team’s service level agreements and to the satisfaction of the customer.

Own the interaction until the point of resolution, which may require collaboration with others within the Association for further support and / or guidance.

Escalate interactions to appropriate internal resources, as needed. Service and support type activities include but are not limited to :

Verify lienholder information on titled asset transactions. Work with state DMVs and county offices in each state to correct customer or lienholder information when inaccuracies occur.

Process lien releases when account is paid in full.

Analyze collateral positions on loans and process UCC1 filings, amendments, continuations, and terminations as necessary.

Review and process third party lien waiver requests for Association blanket UCC filings.

• Complete partial payoff requests and follow up as necessary.
• Serve as backup for AgDirect Customer Support Specialists with daily duties, as needed.

Education Requirements

Associate degree in Business Administration or related field preferred.

Years of Experience

2 years’ banking or financial services customer support experience or a combination of related experience and / or specialized training required.

A broad working knowledge of Farm Credit Services of America’s products and services, lending / credit policies, cash management and security policies and procedures 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.

Last updated : 2024-04-09