Director of Customer Success

COMPANY PROFILE:

AgTexas Farm Credit Services serves and supports approximately 2,600 member/borrowers in areas of lending, insurance sales, appraisal, and/or leasing. Ten office locations can be found throughout the Association's 43-county trade territory, and the Association has a volume of approximately $3.2 billion. The lending portfolio consists of cotton, livestock, dairy, feed grains, real estate, and ag-related business loans. Additionally, the Association territory provides diversity in production and mortgage loans as well as commodities financed. Without strong financial backing farmers and ranchers will not survive, and people will not have food to eat or clothes to wear. AgTexas provides reliable credit and crop insurance to our member-owners, so they can feed and clothe the world.

POSITION:

We are seeking an experienced and driven Director of Customer Service to lead and elevate a group of agribusiness loan administration professionals. In this role, you will establish and refine loan administration processes, ensure consistent and accurate execution of work, and partner across the organization to resolve customer and operational challenges. You will be empowered to identify opportunities for improvement, implement solutions, and drive outcomes that enhance both team performance and the overall effectiveness of the division.

The ideal candidate is a strategic leader who can balance big-picture thinking with day-to-day operational execution. This individual will be passionate about developing people, improving processes, and delivering exceptional customer experiences.

*AgTexas, at its sole discretion, may offer this position with a different title based upon the qualifications of the candidate.

MINIMUM EDUCATION AND EXPERIENCE:

Bachelor's degree in business, finance, accounting, or a related field is preferred, or an equivalent combination of education and relevant experience is required. Seven (7) or more years of progressive experience in loan operations, banking, accounting, title services, or a related financial services environment is required. Strong operational and technical expertise, including experience working with complex loan structures, documentation, and administration processes. Working knowledge of loan underwriting, accounting systems, and credit documentation standards along with the ability to ensure completeness, accuracy, and timeliness across all work produced by the team. Specialized knowledge related to real estate documentation, legal descriptions, and title commitments or policies is preferred, along with familiarity with regulatory expectations and operating procedures within a financial services environment. Strong written and verbal communication skills are required to ensure clarity, professionalism, and effective collaboration across teams, leadership, and stakeholders.

KEY RESPONSIBILITES:

• Lead, manage, and develop the Agribusiness Relationship Administration team, setting clear expectations for performance, accountability, communication, and professionalism. Foster an environment where ownership, follow-through, and high standards are consistently demonstrated.
• Build strong alignment with loan officers, divisional leadership, and cross-functional partners to ensure clarity of expectations, consistent communication, and effective collaboration. Partner with peer leaders to align priorities, address cross-functional challenges, and support consistent standards across the division.
• Evaluate and improve processes to enhance efficiency, scalability, and consistency across loan administration functions, while maintaining compliance with all policies, procedures, and regulatory requirements.
• Participate in loan processing activities as needed, primarily during onboarding and for complex or escalated situations, to maintain a strong understanding of workflows.
• Provide oversight and guidance on complex loan administration matters, serving as an escalation point for challenging issues and ensuring appropriate resolution.
• Establish and monitor service metrics, KPIs, and performance standards.
• Develop training, coaching, and career development programs for team members.

LEADERSHIP EXPECTATIONS:

• A proactive and solutions-oriented leader.
• Must lead by example and build trust across teams.
• A professional who thrives in a fast-paced, growth-oriented environment.
• A customer-first mindset with a passion for developing people and improving processes.

WORKING RELATIONSHIPS:

Frequent interaction with customers, association departmental staff and management. Occasional interaction with Farm Credit Bank of Texas staff. Occasional interaction with area professionals including real estate agents, commercial bankers, and others who deal with the association in the normal course of business.

EOE/AA/M/F/D/V

AgTexas FCS is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, national origin, protected veteran status, sexual orientation, gender identity or genetic information.

Persons with disabilities who require an accommodation to complete the application process should call our Lubbock office at (806) 745-4575 and ask to speak to one of our HR representatives to request accommodation in the application process.