Customer Engagement Specialist

Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. Our purpose is to secure the future of rural communities and agriculture. We are passionate about serving the needs of our rural communities and creating positive customer experiences.

Farm Credit Mid-America is a great place to work! We have been named as a Best Places to Work in Kentucky for the past 13 years. At Farm Credit Mid-America we put our customers and team members at the heart of all we do.

SCHEDULE: Full Time, Hybrid
TRAVEL REQUIRED: 0% - 25%

COMPENSATION: $66,815.00 to $ base salary plus potential for variable compensation. Base pay is determined by your skills, qualifications, experience, and location. Farm Credit Mid-America/Rural 1st may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.

About Our Opportunity

In conjunction with other Customer Engagement (CE) team members, the CE Specialist aids in the deployment and communication of Customer Experience and Customer Engagement strategies by communicating relevant market level information to internal stakeholders, as well as critical brand and corporate messaging to association customers. Using analytical skills and a keen sense of urgency, the CE Specialist collaborates with internal departments to support customer engagement and assists with identifying and correcting improvement opportunities to promote a best-in-class customer journey.

This position plays an active role in managing our Cooperative Values program to include the successful deployment of Farm Credit Mid-America Advocates and Patronage programs, support for the annual Board Elections process, execution of a volunteerism program and support of civic engagement.

How You Will Spend Your Time

• Maintains high level of communication and coordination between team members and external customers.
• Engages with cross-functional team members to advocate customer needs, questions, requests, enhancements and issues are promptly addressed.
• Partners with division teams to develop content strategies and key messaging that support association initiatives.
• Collaborates with executive and senior leadership to establish, enhance and execute the ongoing annual Advocates and Elections plan across the association's territory.
• Provides clear, and timely execution of Advocates and Elections activities to the entire association as well as external stakeholders including Advocates and the Board of Directors.
• Communicates with internal stakeholders to bring awareness of Advocates and Elections activities, timing and expectations/deliverables for the local offices.
• Timely consolidation of learnings or key feedback from Advocates and Elections, providing closed loop feedback to the Executive Committee and the Board of Directors.
• Complies with rules and regulations around Advocates and Elections.
• Leads all communication and marketing initiatives for Elections, including direct one on one communication with Board of Director candidates, photography, website content and design, social media content and customer communications.
• Responsible for actionable results in increasing customer voting for Elections, participation in Advocates, and awareness of Patronage.
• Analyzes current policies and operating practices around Patronage and design, apply and implement how the program is communicated internally and externally.
• Leads initiatives surrounding Patronage including but not limited to customer communications, website and social content, photography and executive and senior leadership customer visits.
• Manages a budget for Elections and Patronage while being responsible for vendor and partner relationships that directly affect our team members and customers with high quality performance and adherence to contracts.
• Assists Brand Experience team members of annual localized marketing plans that support retail teams and local community investments.
• Assists agriculture marketing team members with ongoing support for customer engagement, branding, employee campaign and retail engagement initiatives.
• Owns and Manages our Company Store system and vendor relationship. Handles product selection and inventory.
• Manages our Customer Complaint System and customer feedback including data collection, dashboards, trends, and reporting.
• Partners with others to provide customer insights and support the portfolio and program initiatives.

Minimum Education & Experience

Bachelor's degree in business, communications, marketing or related degree. 2 years successful experience in customer experience or marketing in a corporate environment.

Mental & Physical Requirements

While engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision…