Customer Care Representative (Bank Call Center)

Why Us?

The Farm Bureau Bank team is rooted in service, strong relationships, and meaningful results. We offer financial services that support hardworking individuals who recognize the vital role of farming, ranching, and agriculture across the United States. Beyond traditional banking, we cultivate lasting partnerships, nurture growth, and aim to support rural communities that are often underserved by the banking industry.

Farm Bureau Bank. Not just branches. Roots.

FBB team members enjoy competitive compensation and generous benefits.

• Affordable Medical, Dental and Vision coverage

• Outstanding 401k - Employer match up to 5%

• Paid Volunteer Hours

• Accrued Paid Time Off (PTO) & Paid Holidays

• Life Insurance and Long-Term Disability (company paid)

• Continuing Education Opportunities

• View all available benefit options at Farmbureau.bank.

What you'll get to do:

• Perform duties to include providing customers with accurate information via voice, email, or chat, answering questions, and resolving customer complaints, inquiries, and requests regarding new and current accounts.
• Create a warm and welcoming impression on the phone by demonstrating genuine interest in the customer and in helping them meet their financial needs.
• Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions, and performing basic account maintenance.
• Responsible for performing out bound customer courtesy calls to notify, educate, and troubleshoot customer inquiries (i.e. new account access, first payment defaults, CD renewals, and final large payments).
• Complete daily tasks as requested by other internal departments regarding customer follow-ups as needed. (i.e. queue items).
• Proactively aware of Farm Bureau Bank's key performance indicators and assists with meeting credit and loan growth sales goals.
• Ensure procedures are followed in accordance with Bank processes and Federal regulations.
• Maintain a working knowledge of the complete line of products and services offered; takes responsibility to keep current with new product updates and requests assistance for further development, if needed.
• Pursue personal development to achieve job proficiency and meets performance goals set within Customer Care Team.
• Responsible for being familiar with the entire loan process for consumer/business vehicle loans and credit cards.
• Report any signs of application fraud and identity theft. Responsible for gathering required customer information, submitting application, and notifying underwriting of any risk that the bank may encounter.
• Possess basic knowledge of title requirements by state. Able to review loan account, depict what information is required to complete title work, and educate customer of title perfection process.
• Meet customer service standards set for quality assurance purposes within the Customer Care Team.
• Flexible to work during Farm Bureau Bank's hours of operation. Regular attendance required.
• Perform other duties, as assigned.

Education and Experience

• High school diploma or general education degree (GED) required with some college work preferred.
• Two (2) years customer service or call center experience.
• Six (6) months or more banking experience or three months experience with Farm Bureau Bank.
• Exceptional customer service skills
• Proficient computer skills
• Verbal and written communication skills