Partner Experience (PX) Associate

We are developing deeper connections between communities and their food systems. It’s our conviction that food systems are supported by a broader ecosystem of businesses, organizations, and institutions – going beyond farms and food businesses to include businesses driving meaningful impact on sustainability, equity, and wellness. We create impact by accepting deposits from individuals and businesses who want to drive positive and lasting change with their dollars...and then lending those funds to impact-oriented organizations. 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, with the ultimate aim of creating a more vibrant, sustainable and inclusive local food system.  

We’re trying to reimagine the status quo in banking – innovating in service of our mission. That includes you will be responsible for supporting our partners (what we call the individuals who entrust us with their savings) across all of our service channels. You’ll thrive in this role by going the extra mile to delight our partners and helping us build the infrastructure to support their needs as we grow. The right candidate will combine experience in banking and customer service with a creative approach to problem solving – helping us find new, scalable ways to humanize banking and digital support. We’re looking for someone equal parts hard working, warm, and motivated by results. The role is location flexible, with opportunities for remote or hybrid arrangements (ex. 2-3 days per week in-person in Concord, NH) for the right candidate. During onboarding, you’ll be in-person more often (4-5 days per week), and once a quarter, our entire team gathers in-person in Concord for 2-3 days of team building and collaboration.

• Reporting directly to the PX Manager, 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 respectfully challenge the status quo for the sake of reducing friction for our partners - with particular interest in making the best use of our technology to honor our core value of simplicity.
• 1 to 3 years’ experience in customer service (especially in an online environment).
• Comfort managing high-volume digital customer interactions over phone, email, or messaging – and multitasking.
• 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 banking and/or food/ag 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!