Rural 1st Customer Care Analyst at Farm Credit… · Louisville

About Our Opportunity

The Rural 1st Customer Care Analyst supports prospective and current customers by resolving servicing needs, analyzing and routing sales leads, and delivering timely, thorough responses across multiple channels. With a strong working knowledge of systems, products, and processes, this role builds trusted relationships, and partners cross functionally to improve customer experience and operational outcomes.

This role contributes independently to routine and recurring work with growing confidence and consistency. It applies established procedures, manages assigned responsibilities effectively, and collaborates with others to support business outcomes. Team members at this level are expanding functional knowledge, strengthening judgment, and developing problem-solving skills within defined parameters.

This position requires existing NMLS registration under the SAFE Act, or the ability to obtain the same upon hire, and maintenance of a status in good standing during employment.

How You Will Spend Your Time

• Resolves customer servicing inquiries by analyzing statements, escrow, payments, hardships, and account activity, providing clear explanations and accurate follow through.
• Analyzes, processes and documents loan related actions, including conversions, reamortizations, payoff quotes, disbursements, automatic drafts, mortgage verifications, releases, and account status updates.
• Serves as an initial point of contact for prospective customers, qualifying leads, conducting outbound outreach, and routing high quality opportunities to loan officers for timely origination.
• Supports digital banking and servicing tools, researching and troubleshooting online banking, payment setups, EFT activity, and customer navigation issues.
• Applies subject matter expertise in Rural 1st lending territories to analyze and determine when Territorial Concurrence requirements apply, completing associated notifications, documentation, and reporting.
• Proactively contacts customers as needed when opportunities are identified, supporting the delivery of consistent, positive customer experiences.
• Completes routine assignments independently using established procedures and sound judgment.
• Applies working knowledge to resolve common issues and identifies when to seek guidance.
• Communicates clearly with teammates and internal partners to support coordinated work.
• Organizes workload to meet deadlines and deliver consistent, reliable outcomes.
• Contributes ideas that strengthen processes, accuracy, and effectiveness.
• Uses available tools and resources to resolve straightforward issues and improve confidence.

Education & Experience

• High School Diploma/GED with 5 years relevant experience required.
• Bachelor's Degree with 1 year relevant experience preferred.
• Proficiency with Microsoft Office applications and the ability to learn new technologies quickly preferred.
• Experience navigating multiple systems simultaneously while maintaining accuracy and providing responsive customer service preferred.

Mental & Physical Requirements

While engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision requirements encompass close and distance vision. The work environment typically has a moderate noise level. This role may entail a blend of mental and physical capabilities, requiring strong mental acuity, problem-solving skills, and occasional physical tasks such as standing, lifting, or extended computer usage. Some roles may require physical or mental requirements related to driving, such as a valid driver's license, and the ability to drive a long-distance. Reasonable accommodations will be considered for individuals as requested.