Partner Experience (PX) Associate

We are developing deeper connections between communities and their food systems, and powering the revival of local, sustainable food. We accept deposits from individuals and businesses who want to drive positive and lasting change with their savings. We lend those funds to impact-oriented farms, food businesses, and other sustainability-focused 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 building a more vibrant, sustainable and inclusive local food system.

As our PX Associate, 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.

This position is a hybrid role based in our Concord, NH office. You'll need to spend time in-person at our office in Concord, NH during onboarding (i.e. the first 3 months) and after that, 2-3 days per week. You’ll also be required to be onsite at the office every quarter, for 2-3 days for team building and collaboration purposes.  

• 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.
• 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 our website.
• Support the implementation of new PX tools that enable automation and process streamlining.

• 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.  

• An understanding of banking products, services, and systems, as well as regulatory compliance requirements.
• Schedule flexibility - including openness to covering non-traditional hours (ex. later in the evening).

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