Customer Success Coordinator jobs in Waterloo, IA

Financial Success Managers onboard new members and empower financially healthy members by providing in-depth budgeting tools, cash flow analyses, and retirement projections. They help members navigate complex financial decisions during and throughout the busiest phase of their lives; thus, maximizing their opportunities for a rewarding career and healthy retirement.

Financial Success Managers can work in a variety of workplaces. When stationed in a particular facility, they are responsible for cultivating key contact relationships and growing key penetration metrics in their assigned area. When working in a flexible environment, Financial Success Managers may be called upon to cover in-facility locations as needed. 

All Financial Guidance Managers are responsible for growing the share and loan balances and active ratio of their assigned member portfolio.

ESSENTIAL FUNCTIONS including, but not limited to, the following:

• Support Empeople’s Core Values:
• Exemplify the Empeople Core Values - We Care, We Serve, We Teach, We Learn - and Service Commitment in everyday activities.
• Grow Empeople’s Business:
• Develop and grow a portfolio of loyal, active, and engaged members by providing financial empowerment support and referring opportunities to internal business partners.
• Utilize problem-centric discovery techniques to influence members to act in their own best interest.
• Provide new member onboarding and existing member reboarding experiences that maximize member value.
• Grow loan and deposit market share by running successful call campaigns and fulfilling inbound requests.
• Achieve sales success targets including active checking, services per household, product penetration, and cross-sales.
• Network effectively with internal and external business partners to enhance the knowledge and reputation of Empeople Credit Union.
• Expand your sphere of influence by leveraging social media and developing a word-of-mouth referral network.
• Conduct effective presentations to small and large groups of key contacts, members, and prospects both in person and virtually, as needed.
• Develop Empeople’s Members (Provide Ongoing Financial Guidance):
• Study and understand the common financial problems, root causes, and solutions for a target segment of members.
• Establish relationships with members and co-develop financial game plans to address problems and objectives.
• Provide appropriate guidance, services, and products to keep members on track, serving as accountability partner, to meet their goals and objectives.
• Use discretion to create tailor-made financial plans and meet members at times and locations that best fit their needs and schedules.
• Office Management (both onsite and virtual)
• Create member experiences that are legendary with low effort resolutions, owning and solving problems, and providing financial empowerment support.
• Develop and nurture key contact relationships, where applicable.
• Fulfill the needs of Empeople branch and/or office environment full/part-time, as applicable, including asset management, record retention, cash management, inventory, daily reconciliations, and office security.
• Coordinate and carry out deposit, lending, and member services functions in accordance with policies, principles, and procedures. 
• Maintain a professional workspace and appearance to be prepared for face-to-face encounters with members, co-workers, and key contacts during regular business hours.

QUALIFICATION REQUIREMENTS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Empeople products and services including remote banking tools.
• Consumer financial health needs.

Ability To:

• Manage a varying range of duties and responsibilities.
• Engage in roleplay scenarios and accept and implement coaching/feedback.
• Apply mathematical concepts such as logic, decimals, computation, logic, statistics, and analysis.
• Use reasoning ability to define problems, collect data, establish facts, and draw valid conclusions.
• Network and make presentations in and to both small and large groups.
• Explain the Empeople value proposition.
• Recognize and recommend to leadership opportunities to improve employee and member experiences.
• Operate software for sales and service delivery including CRM systems.

EDUCATION, EXPERIENCE, & TRAINING GUIDELINES:

Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities, required to perform the job is acceptable. A typical way to obtain the knowledge and abilities would be:

Education/Experience:

• Bachelor’s degree (B.A.) from four-year college or university preferred.
• Seven years of applicable and verifiable experience offering financial guidance and relationship building.
• Must achieve AFCPE accreditation (or equivalent) within six months of start date.
• Proficiency with Office 365 software

License or Certification:

• Bondable
• Acceptable Credit History
• Meet Safe Act Requirements for NMLS

Compensation & Benefits:

• Salary Range: $64,400 - $96,100
• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off