Farm Credit Canada

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Position title: Customer Service Representative

File: FCC294-12/13

Location: Swift Current, Saskatchewan

Closing date: Friday, February 15, 2013

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 Observes organizational needs and makes a commitment to meet its objectives. Accepts differences in alternative approaches and responds appropriately based on the organization’s best interest. Customer experience Maintains clear communication. Identifies and refers to areas of mutual interest as a means of establishing positive and effective working relationships with customers and/or co-workers. Initiative Takes responsibility for own performance and takes action to meet goals set by others. Learning and innovation Challenges the status quo. Further investigates situations by paying attention to the communication of others, asking questions and completing a thorough review of materials to gain additional perspectives in learning. Solution focus Recognizes both the challenges and opportunities of a situation before resolving problems. Breaks problems into manageable parts and identifies the implications. Teamwork and partnership Values others’ input, experience and expertise and contributes own point of view. Highly involved as a team member or partner.		Customer business sense Seeks to understand and respond to customers’ immediate business needs. Appreciates how basic assistance can affect a customer’s business and begins to build relationships. 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 Uses a practical approach to gather and refer to information regarding a given situation. Follows procedures and breaks things down into component parts before making a decision on how to proceed. 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 Maintains working relationships and contact with others to gather or provide information, or to advance the business relationship.

ORGANIZATIONAL COMPETENCIES

JOB COMPETENCIES

Agility
Observes organizational needs and makes a commitment to meet its objectives. Accepts differences in alternative approaches and responds appropriately based on the organization’s best interest.

Customer experience
Maintains clear communication. Identifies and refers to areas of mutual interest as a means of establishing positive and effective working relationships with customers and/or co-workers.

Initiative
Takes responsibility for own performance and takes action to meet goals set by others.

Learning and innovation
Challenges the status quo. Further investigates situations by paying attention to the communication of others, asking questions and completing a thorough review of materials to gain additional perspectives in learning.

Solution focus
Recognizes both the challenges and opportunities of a situation before resolving problems. Breaks problems into manageable parts and identifies the implications.

Teamwork and partnership
Values others’ input, experience and expertise and contributes own point of view. Highly involved as a team member or partner.

Customer business sense
Seeks to understand and respond to customers’ immediate business needs. Appreciates how basic assistance can affect a customer’s business and begins to build relationships.

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
Uses a practical approach to gather and refer to information regarding a given situation. Follows procedures and breaks things down into component parts before making a decision on how to proceed.

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
Maintains working relationships and contact with others to gather or provide information, or to advance the business relationship.