Client Success Coordinator

Background

The Mountain Association is a nonprofit that invests in people and places in Eastern Kentucky to advance a just transition to a new economy that is more diverse, sustainable, equitable and resilient. Our Lending team offers loans to existing and startup businesses and organizations. We are a Community Development Financial Institution, so we can offer greater flexibility and lend to those who may not otherwise qualify. Our Business Support program connects business owners and nonprofit leaders to consultants who can help them succeed. Our Energy experts help businesses, nonprofits, public agencies and homeowners find much-needed energy savings through utility bill analysis, on-site energy efficiency and solar assessments, financing and grant application support.

The Mountain Association also engages in research, communications and advocacy for policy and narrative change, and works with partners on a variety of projects to demonstrate what’s possible in Eastern Kentucky.

Summary

The Client Success Coordinator works to ensure that Mountain Association clients have access to proper services and resources as needed, including financing from our Lending Team; technical assistance from our Business Support Services Team; consultation and recommendations from our Energy Team; and can share information on any current financing with our Portfolio Support Team.

Responsibilities

Position Description

Duties and responsibilities include but are not limited to the following areas:

Establish and nurture client relationships by providing ongoing support, guidance, and consultations, starting from the intake of business proposals to the ongoing needs of clients:

• Oversee and maintain positive client relationships.
• Help clients with cash flow analysis and other business analytics to identify areas for improvement.
• Meet with new and existing lending clients to determine their needs and opportunities to assist them.
• Ensure all clients have access to proper resources and receive quality service.
• Provide one-on-one support for clients, both nonprofit and for-profit, who need help understanding their financial status and outlook.
• Work with Mountain Association teams to find effective synergies and connecting points to improve our services to clients.
• Leverage technology to improve client experience and cross-team organizational efficiencies.
• Provide expertise and support to internal staff teams as needed.

Conduct research and analysis to develop strategic engagement practices and compliance standards:

• Ensure Mountain Association remains compliant and meets or exceeds terms and conditions listed in contracts with clients.
• Collect and analyze client feedback in order to better understand the client experience versus expectations; assist in developing strategies to address the differences between the two.
• Provide underwriting support to lending team or client as needed.
• Conduct research on industry and related trends as needed.
• Ensure policies and procedures related to clients are well-documented and applied in a fair and equitable way to all clients.

General

• Other duties as assigned
• Engage with and participate in the Mountain Association’s journey to increase diversity, equity, inclusion, and accessibility both in our workplace and our work.
• Participate in the strategic planning process and implement the plan as it relates to this role.

Requirements

Minimum Qualifications and Characteristics

Required Knowledge and experience:

• Bachelor’s degree and three years of experience. Experience can substitute for education. Demonstrated experience with project management and customer service skills. Working knowledge of financial analysis and problem solving. Thorough understanding of the business environment and skills needed to be successful. Demonstrated leadership experience and strong interpersonal skills.

Personal characteristics:

• Integrity, credibility, and commitment to Mountain Association’s mission.
  • A person that is particularly good at interacting with others regardless of background.
  • Analytic, organizational, and problem-solving skills.

Technology and software:

• Hands-on experience with software typically used in a business environment including accounting packages, spreadsheets, relational databases, and CRM.

Communications:

• Strong interpersonal and written communication skills.
  • Ability to clearly explain financial concepts to all clients regardless of prior experience.

Physical:

• Close vision with or without corrective lenses necessary for computer work.
  • Manual dexterity needed to operate computer.
  • Able to perform assigned duties in a time-efficient manner.
  • Valid driver’s license and ability to drive. Any employment offer is contingent upon applicant’s insurability on Mountain Association’s group vehicle insurance policy or access to a reliable vehicle for regular trips.

The Mountain Association is committed to complying fully with the Americans with Disabilities Act (ADA) and all later amendments, and will follow any federal, state or local law that provides individuals with disabilities greater protection than the ADA. Equal employment opportunity will be given to qualified persons with disabilities. Reasonable accommodation, as defined by applicable law, is available to all employees when a disability affects the employee’s performance of their job functions.

Preferred qualifications and characteristics:

• MBA, CPA or commensurate combination of education and experience is preferred.
  • Lending and/or accounting knowledge.
  • Entrepreneurial experience.
  • Interest in Appalachian region.

Compensation and Benefits

This full-time position offers a competitive salary, with a range of  $55,187 minimum to $61,319 midpoint to $71,743 maximum, depending on experience, along with a generous benefits package. This position’s main office location is flexible between Mountain Association’s offices in Berea, Prestonsburg, and Hazard, Kentucky, though our staff currently have a hybrid work schedule where they work from home as their position allows. This position is supervised Robert Allen, Lending Director. The Mountain Association is an equal opportunity employer. The Mountain Association is committed to principles of diversity and equity and encourages applications from all people.

Please e-mail your resume and a cover letter specifically explaining why you are a good fit for this position to clientsuccesscoordinator.hiring@mtassociation.org. We will ask candidates selected for second interviews to provide contact information for three references. Interviews will take place via Zoom. Our hiring process typically includes: two rounds of interviews and a skill-based activity.

The Mountain Association is committed to ensuring the safety of all employees and their families, our clients, partners, team members and other individuals that we come into contact with for business purposes. Our approach to COVID-19 is informed by science and aligns to recommendations established by the CDC and other applicable government health agencies.

Our COVID-19 vaccination policy requires all prospective employees, prior to their start date, to: (1) become fully vaccinated against COVID-19 and provide proof of vaccination, or (2) request and obtain approval for an accommodation for a medical or religious exemption. Should an accommodation for a medical or religious exemption be approved, an employee would work with the Mountain Association to develop a COVID-19 safety plan.

Employment is contingent upon meeting these requirements and the requirements of the position.

For more information about the Mountain Association, visit www.mtassociation.org. Please no drop-ins.

How to Apply

Please e-mail your resume and a cover letter specifically explaining why you are a good fit for this position to clientsuccesscoordinator.hiring@mtassociation.org. We will ask candidates selected for second interviews to provide contact information for three references. Interviews will take place via Zoom. Our hiring process typically includes: two rounds of interviews and a skill-based activity.