Patron Equities Customer Service Representative

Summary

CHS has an exciting opportunity to join the enterprise customer service team. We are looking for a Patron Equities Customer Service Representative. You must be a detail-oriented, result driven individual with a commitment to quality, accuracy and customer service. Excellent communication skills, both verbal and written, with the ability to work within a team and on self-directed tasks are necessary.

The customer service function is responsible for determining eligibility, processing the redemption of, and facilitating resolution of customer inquiries and disputes related to CHS patronage. Patronage is a distinctive part of the cooperative form of business. When co-ops have a profit remaining at the end of the fiscal year, they may distribute the profit back to the owners (members) in the form of a patronage refund. Customer service uses available resources and works with internal team members across business functions to process, investigate, and resolve customer inquiries.

This is a hybrid role (3+ days/week) based in our Inver Grove Heights, MN headquarters.

Responsibilities

• Review new member applications: Evaluate new member applications to determine eligibility for patronage participation in accordance with CHS Articles of Incorporation, Bylaws, and established business rules. Conduct research as needed, verify supporting documentation, and communicate decisions or additional requirements to customers and internal stakeholders
• Process patronage and equity redemption requests: Review, validate, and process equity redemption and patronage-related transactions accurately and efficiently. Ensure all requests meet applicable policies, regulatory requirements, and internal controls while maintaining complete and accurate records. Work collaboratively with Finance, Legal, Operations, and other business partners to resolve exceptions and facilitate timely resolution
• Respond to customer inquiries and resolve issues: Serve as a primary point of contact for patronage and equity-related inquiries received through phone, email, and other communication channels. Research customer concerns, investigate account history, explain complex patronage and equity concepts in a clear manner, and provide professional, customer-focused resolutions. Escalate issues appropriately while maintaining ownership through final resolution
• Collaborate across business functions: Partner with internal teams including Finance, Operations, Legal, Compliance, and Customer Service to gather information, resolve customer disputes, improve processes, and support business objectives. Build and maintain positive working relationships that promote timely and effective issue resolution.
• Manage high-volume workloads and seasonal demand: Effectively prioritize and manage a high volume of customer contacts and transaction requests, particularly during peak redemption and patronage distribution periods. Demonstrate adaptability, attention to detail, and the ability to maintain quality and productivity standards in a fast-paced environment
• Meet service level and quality expectations: Consistently achieve established service level agreements (SLAs), quality standards, and productivity goals. Ensure customer requests, inquiries, and transactions are completed accurately, documented appropriately, and resolved within expected timeframes
  
• Maintain data accuracy and compliance: Utilize customer service and financial systems to research, update, and maintain customer and equity records. Adhere to company policies, internal controls, data privacy requirements, and audit standards while handling sensitive customer information

Minimum Qualifications (required)

• High School diploma or GED
• 2+ years of experience in Finance, Accounting, and/or Equity

Additional Qualifications

• Bachelor's degree preferred in Finance, Accounting, Statistics, Economics, Business, Business Administration, or related field
• Previous experience in finance and agriculture business sector
• Working knowledge of cooperative membership and governing policies, practices and procedures, CHS specifically
• Working knowledge of SAP, Vistex and CRM software systems
• Advanced Excel and intermediate other MS Office skills
• Experience in reporting and analysis including critical thinking skills
• Data reconciling skills
• Excellent written and verbal communication skills
• Ability to identify and solve problems, multi-task in a team setting
• Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.