Partner Experience (PX) Associate

We are developing deeper connections between communities and the ecosystems that sustain them. We accept deposits from individuals, businesses, and non-profits who want to drive positive and lasting change with their dollars. We lend those funds to impact-oriented organizations, with special focus on farms and food businesses. The word “mutual” in our name means cooperative; we are governed by our depositors, funded by those with a bias towards the long-term, and engineered to endure the test of time. Building bridges is core to who we are, as we believe more interconnected and localized ecosystems support better community resilience and economic viability.

We’re working to reimagine the status quo in banking by making it simpler, warmer, and more human - and this role has a big part to play. Partner Experience (PX) is the frontline in our rebellion against the worst part of banking, where we work to embed clarity, empathy, and creativity in each phase of the experience. As a PX Associate, you’ll support our partners (what we call the individuals who entrust us with their money) across all communication channels, helping them navigate questions, resolve challenges, and feel genuinely cared for. You don’t need a banking background to succeed here; we value fresh perspectives and people with a knack for making complex things feel simple. The ideal candidate is friendly, approachable, curious, and motivated by solving problems in ways that leave someone’s day better than it started. This position is location-flexible, with options for hybrid work (for example, 2–3 days per week in person in Concord, NH). During onboarding, you’ll be in person more often (4–5 days per week), and once a quarter our whole team gathers in Concord for 2–3 days of collaboration and connection.

• Reporting directly to the PX Officer, you will support partners directly across channels: Phone, email, secure messaging within online banking, and in-person.
• Become an expert in our online and digital banking experience, our products, and our account benefits – to provide front-line support to all partner questions (individuals and businesses).
• Perform account maintenance: Verification of transactions, transaction processing, booking new accounts to our core banking system, and monitoring fraud incidents.
• Support proactive partner outreach: Welcome letters/calls, balance/funding support, and product cross-sell.
• Update procedures/templates for key repeating activities and partner interactions.
• Measure deliverables against specific metrics and expectations: Response time, quantity of calls, and customer satisfaction survey results.
• Maintain help/support content for website.
• Support the implementation of new PX tools that enable automation and process streamlining.
• Keep up to date with our products, services, and regulatory requirements.
• Complete required compliance-related bank training (and other related activities).

• Openness to challenging the status quo when something can be made clearer, simpler, or more human for our partners. Comfort learning and using technology to help make banking feel easier and more intuitive.
• 1-3 years of experience in a people-focused customer service role (retail, hospitality, food service, education, etc.)
• Ability to manage high-volume digital customer interactions over phone, email, or messaging and multitasking while staying calm, organized and thoughtful.
• Excellent oral and written communication, with precise attention to grammar, and interpersonal skills to effectively present material to partners, fellow employees, and management.
• Ability to perform work accurately and within assigned deadlines - capturing metrics to assist leadership in continuous improvement efforts. 
• Team-first attitude with a strong desire to achieve long-term quality results, taking initiative and thinking strategically to accomplish shared goals and objectives; and strong ethical standards and integrity.

• Schedule flexibility – including openness to covering non-traditional hours (ex. later in the evening).
• Experience in food or agricultural settings.

• Health insurance coverage with dental and vision  
• Paid time off and sick leave
• Allocated time for volunteering
• “Quiet” Fridays
• Life and disability insurances
• Parental leave policy
• 11 paid holidays
• Walden-branded swag!