About Company
Linn Area Credit Union is a member-owned financial cooperative dedicated to serving the financial needs of our community since 1935. We believe in building lasting relationships with our members, offering personalized service, competitive rates, and innovative financial solutions. Our mission extends beyond banking; we are deeply committed to empowering our members to achieve their financial goals through education, support, and access to modern banking technologies. With a strong focus on community well-being and a forward-thinking approach to service, we continually strive to enhance the member experience, whether they interact with us in person, online, or through our remote platforms. Join a team that values integrity, collaboration, and a genuine desire to make a difference in people’s lives.
Job Description
Are you a passionate advocate for exceptional service with a knack for digital platforms? Linn Area Credit Union is seeking a dedicated Customer Success Officer to join our remote team, specializing in supporting our members through various digital channels. In this pivotal role, you will be the primary point of contact for members utilizing our online banking, mobile app, and other remote financial tools, ensuring a seamless, positive, and empowering experience. This isn’t just about troubleshooting; it’s about building trust, proactive engagement, and fostering a deep understanding of how our digital offerings can best serve our members’ financial aspirations. You’ll work proactively to onboard new users to our remote platforms, guide them through features, resolve complex inquiries with empathy and efficiency, and gather crucial feedback to inform future enhancements. Our ideal candidate thrives in a remote environment, possesses excellent communication skills, and has a strong background in customer support, ideally within financial services or a related technology-driven field. You will be instrumental in bridging the gap between our innovative digital solutions and the real-world financial needs of our valued members, contributing directly to their financial well-being and Linn Area Credit Union’s continued success in the digital age. This role offers the flexibility of remote work while keeping you deeply connected to a supportive team and our community-focused mission.
Key Responsibilities
- Serve as the primary point of contact for members utilizing Linn Area Credit Union’s remote banking platforms (online banking, mobile app, digital payment services, etc.).
- Onboard new members to digital services, providing comprehensive guidance and demonstrations to ensure successful adoption and utilization.
- Proactively engage with members to assess their needs, educate them on relevant digital features, and ensure maximum value from our platforms.
- Resolve complex technical and service-related inquiries regarding remote banking platforms with patience, accuracy, and a solutions-oriented approach.
- Gather and analyze member feedback on digital platform performance and user experience, advocating for improvements and communicating insights to relevant internal teams.
- Identify opportunities to enhance the member experience and promote greater engagement with Linn Area Credit Union’s full suite of digital and traditional services.
- Develop and maintain expert knowledge of all digital banking products, services, and security protocols.
- Collaborate cross-functionally with IT, marketing, and product development teams to ensure a consistent and high-quality member experience across all touchpoints.
- Maintain meticulous records of member interactions, issues, and resolutions within our CRM system.
- Adhere strictly to all credit union policies, procedures, and regulatory compliance standards, particularly concerning data privacy and financial security.
Required Skills
- 2+ years of experience in customer success, account management, or high-level customer service, preferably in financial services or a tech-enabled environment.
- Demonstrated ability to effectively support users on digital platforms and web-based applications.
- Exceptional verbal and written communication skills with a strong ability to explain technical concepts clearly and empathetically.
- Proven problem-solving capabilities and a proactive approach to issue resolution.
- High degree of tech-savviness and comfort with various software tools (CRM, communication platforms, etc.).
- Strong organizational skills and ability to manage multiple priorities in a remote work setting.
- Self-motivated, adaptable, and able to work independently with minimal supervision.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Finance, or a related field.
- Experience with credit union or banking specific software and digital tools.
- Knowledge of financial regulations and compliance standards.
- Familiarity with remote collaboration tools and best practices for remote work.
- Experience in training or demonstrating digital products to end-users.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Positive and supportive remote work culture.
- Access to credit union benefits, including discounted rates on loans.
- Flexible work environment with a focus on work-life balance.
How to Apply
Ready to help our members succeed and thrive in the digital world? We encourage you to apply directly by clicking on the application link below. Please prepare your resume and a cover letter detailing your relevant experience and why you are passionate about customer success in a remote, platform-focused role. We look forward to reviewing your application and potentially welcoming you to the Linn Area Credit Union family!