Farm Credit Canada

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Position title: Customer Service Representative

File: FCC215-12/13

Location: Lethbridge, Alberta

Closing date: Tuesday, November 27, 2012

Division: Operations

Language requirement: English

Lending and administration skills needed
Support a sales team offering financing products to local producers and agribusinesses. You’ll build relationships with customers, help prepare loan documents and perform administrative tasks. You love agriculture, are well organized and understand accounting, legal documentation requirements and standard office software. You have a certificate in administration and at least two years of related experience (or equivalent).

These competencies describe the required behaviours and expectations for the position:

ORGANIZATIONAL COMPETENCIES		JOB COMPETENCIES
Agility Understands and responds to organizational needs by looking for opportunities to improve, and modifying approach appropriately. Makes decisions to act in the best interest of the organization. Customer experience Regularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it. Initiative Sets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain. Learning and innovation Takes action that deviates from established practice, but aligns with organizational norms. Asks probing questions to gain additional perspectives and background information to enhance employee and customer experience. Picks up on intangibles. Solution focus Checks the initial assessment of a situation to ensure accuracy, relevancy and lack of bias. Links together relevant concerns when resolving problems and identifies patterns, trends or missing pieces of information. Teamwork and partnership Keeps team members or partners informed and up-to-date about group processes, individual actions, or influencing events. Promotes good working relationships regardless of personal likes or dislikes.		Customer business sense Works together with customers to provide recommendations. Provides straight-forward knowledge and advice to customers. Impact and influence Takes initiative. Uses direct approaches in conversations, discussions and/or presentations by appealing to reason and using specific examples to support a position. Judgment and decision-making Reviews various alternatives before making decisions. Is able to think quickly in challenging situations. Suspends judgment and looks for the most effective, efficient and productive course of action. Identifying, planning and executing Determines the relative importance of needs. Prioritizes and sequences work and effectively changes direction when appropriate. Acts in a timely, thoughtful manner to ensure that end results are achieved. Product, service and solutions focus Demonstrates an understanding of the current offerings and can effectively communicate and match these to customer needs based on an understanding of the customer’s situation. Relationship building Initiates work-related contact and seeks out the expertise of others. Shares information as a means to enhance the relationship.

ORGANIZATIONAL COMPETENCIES

JOB COMPETENCIES

Agility
Understands and responds to organizational needs by looking for opportunities to improve, and modifying approach appropriately. Makes decisions to act in the best interest of the organization.

Customer experience
Regularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it.

Initiative
Sets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain.

Learning and innovation
Takes action that deviates from established practice, but aligns with organizational norms. Asks probing questions to gain additional perspectives and background information to enhance employee and customer experience. Picks up on intangibles.

Solution focus
Checks the initial assessment of a situation to ensure accuracy, relevancy and lack of bias. Links together relevant concerns when resolving problems and identifies patterns, trends or missing pieces of information.

Teamwork and partnership
Keeps team members or partners informed and up-to-date about group processes, individual actions, or influencing events. Promotes good working relationships regardless of personal likes or dislikes.

Customer business sense
Works together with customers to provide recommendations. Provides straight-forward knowledge and advice to customers.

Impact and influence
Takes initiative. Uses direct approaches in conversations, discussions and/or presentations by appealing to reason and using specific examples to support a position.

Judgment and decision-making
Reviews various alternatives before making decisions. Is able to think quickly in challenging situations. Suspends judgment and looks for the most effective, efficient and productive course of action.

Identifying, planning and executing
Determines the relative importance of needs. Prioritizes and sequences work and effectively changes direction when appropriate. Acts in a timely, thoughtful manner to ensure that end results are achieved.

Product, service and solutions focus
Demonstrates an understanding of the current offerings and can effectively communicate and match these to customer needs based on an understanding of the customer’s situation.

Relationship building
Initiates work-related contact and seeks out the expertise of others. Shares information as a means to enhance the relationship.