Stories

At the other end of AgWest's general 1-866 phone number is the customer care team. This team of employees is committed to understanding and addressing AgWest customer needs, ensuring every interaction is meaningful and solution driven. Alexandra Reynolds is a member of this team, serving as the Digital Banking Advisor. Alexandra specializes in the Online Banking platform, available to all AgWest customers. She embodies the purpose of this team by not only solving problems but also fostering connections, bridging gaps and amplifying customer voices. For Alexandra, the customer always comes first, and her dedication shapes her work every day.

Alexandra has always been drawn to roles tied to agriculture and customer service. Raised in a Texas cornfield, her deep connection to farming laid a foundation of values that she carries into her work today.

When her husband’s job brought them to Spokane, Washington, Alexandra sought an organization that supported agriculture and aligned with her principles. “My dad always said, if you could ever get a job with Farm Credit, you need to,” she reflects. “He would say, ‘Farm Credit treats their people well.’ So when I heard of AgWest Farm Credit, I decided to apply.” In 2021, she joined the newly formed customer care team as a Customer Care Specialist. What started as a temporary position quickly turned into a permanent role thanks to her commitment to learning and her drive to provide exceptional service. Just a few years later, she found herself in her current role as Digital Banking Advisor.

Alexandra completes her workday at the Bozeman, Montana branch.

At the heart of Alexandra’s work is an unwavering focus on the customer. Every day, she positions herself as an advocate for their voices, needs and concerns. “My job is to be the voice of the customer," she explains. "Any issues or struggles they face, I’m here to research, advocate and resolve.”

Currently immersed in digital banking projects, Alexandra ensures smooth integration and user-friendly solutions, collaborating with vendors and product teams to streamline processes. She also serves as a bridge for AgWest Relationship Managers in navigating systems and addressing inquiries. Whether creating guides, walking through processes step-by-step or joining calls, Alexandra provides resources so Relationship Managers can better serve their customers.

Key to Alexandra’s approach is her ability to meet people where they are. She understands that everyone absorbs information differently, a lesson she applies to customers and colleagues alike.

“There’s no one-size-fits-all solution,” she says. “Some people need a quick email with screenshots, while others want a more detailed conversation.” Her adaptability allows her to connect with a wide range of individuals—from tech-savvy customers seeking a seamless online experience to those more comfortable with traditional methods.

Alexandra collaborates with fellow teammates.

Alexandra recently relocated to Bozeman, Montana, due to her husband’s job transfer, and now works at the Bozeman branch. Her personable nature extends to co-workers in the branch, where she’s built relationships that benefit both colleagues and customers. Whether troubleshooting mobile check deposits or responding to project needs, Alexandra’s accessibility reflects her customer-first philosophy.

One of Alexandra’s most rewarding experiences involved the pilot testing of a tool that consolidates multiple online banking logins into one. Working closely with a Relationship Manager and the customer, she helped implement the solution. The feedback validated their efforts, with the customer calling it “a game-changer.” For Alexandra, moments like this underscore the impact of thoughtful problem-solving. “We solve problems that make a real difference in people’s lives,” she reflects.

For Alexandra, collaboration is integral to success. She praises her fellow teammates on the customer care team for sharing knowledge and leaning on one another. “You can’t know everything,” she says, “but with a strong team, someone has the right experience or perspective to help you move forward.”

Her gratitude extends to her supervisor, Allie Dobler, Vice President of Customer Care, who has encouraged her growth and supported her voice in innovation. “Having a leader who trusts you and sees your strengths makes work more than a job—it makes it meaningful,” she says.

For Alexandra, her role at AgWest goes beyond technology and troubleshooting. It’s about fostering trust, collaboration and ensuring every customer feels valued. “When we each focus on what is most important – the customer – everything else falls into place.”