Customer Care Manager - AgFirst

Join Horizon Farm Credit for the opportunity to lead our Customer Care team and elevate our customer service standards by delivering exceptional support and fostering a culture of excellence and continuous improvement.

Overview

Horizon Farm Credit is seeking a Customer Care Manager to join our team. The qualified candidate may work in the Dover, DE, Mechanicsburg, PA, Westminster, MD, or Winchester, VA branch locations. This position is eligible for a hybrid work schedule. Our ideal candidate is a proactive and empathetic leader with a passion for customer service, exceptional communication skills, and a proven track record of managing and motivating teams to achieve outstanding results. The hours of operation are typically Monday through Friday from 8 a.m. to 4:30 p.m.

Position Description: In this position, you will provide leadership to, and supervision of the customer support responsibilities in the department. You will assume performance accountability for assigned personnel. You will be responsible for all customer service responsibilities within the Customer Care Center. In this role, you will provide coaching to staff to promote high call quality.

Areas of Responsibilities include, but are not limited to:

• Serves as the primary source of direction, leadership, and supervision for the customer support responsibilities of the Customer Care Center.
• Provides assistance and guidance in the establishment and monitoring of the Customer Care department and Association objectives, initiates or recommends corrective measures as required.
• Assures performance standards accountability.
• Promotes teamwork within the CCS team and with other teams at Horizon.
• Preparation of reports and analysis of call data to improve processes, and ensure resources are properly allocated to maximize efficiency and customer satisfaction.
• Ensures a competent, motivated staff through training, counseling, supervision, and review of activity and results.
• Initiates changes in the basic organizational structure and planning function in order to accomplish objectives as developed in concert with the management planning team.
• Coaches team members to handle difficult conversations with borrowers, escalating as needed.
• Works directly with other management team members in identifying trends and establishing center goals.
• Directly responsible for the Quality Control function and reporting for the Customer Care team.
• Works with Customer Experience (CX) team to address Customer Experience that falls within the realm of customer calls.

Education

Education and/or experience equivalent to an Associate degree in Accounting, Business, or Secretarial Science.

Experience

Generally, eight years of related work experience, including supervisory training/experience.

REQUIREMENTS

• Excellent communication & interpersonal relations skills.
• Excellent oral and written communication skills.
• Excellent organizational skills with the ability to simultaneously work on multiple projects/assignments.
• Ability to initiate, organize, and prioritize work and maintain confidentiality.
• Ability to deal with complex customer complaints and/or problems.
• Working experience in branch operations is preferred.
• Complex problem-solving and decision making required.
• Ability to solve department operation problems that may arise.
• Ability to actively work with others in the association to develop strategies and plans to execute procedures and projects.
• Ability to travel as needed.
• Ability to work in the office during branch hours of operation (typically Monday - Friday from 8 a.m. to 4:30 p.m.)
• Adaptable and flexible to a changing work environment.
• Prolonged periods of sitting at a desk and working on a computer.

Who are we?

Horizon Farm Credit is an expert in agriculture, with over 100 years of serving rural America. As a premier rural lender, we're constantly growing and seeking new members for our team. As part of the Horizon Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.

What can we offer you?

We offer competitive c