Digital Experience Advisor

AgWest Farm Credit is a member-owned financial cooperative that provides financing and related services to farmers, ranchers, agribusinesses, commercial fishermen, timber producers, rural homeowners and crop insurance customers in a seven-state territory in the Western United States. AgWest is part of the 100 year-old Farm Credit System – the leading provider of credit to American agriculture.

AgWest champions the growth and advancement of agriculture, the value of rural communities, and the vital contribution our customers make to the economy and society. We serve customers in 59 locations throughout the West.

We are in search of a Digital Experience Advisor I to join our Customer Care department in Spokane, Washington (Headquarters). This full-time position reports to the VP, Customer Care and advises on, implements, and optimizes digital solutions that meet customer needs, representing the customer perspective throughout the lifecycle of digital platform projects. The Advisor collaborates with stakeholders, acts as a subject matter expert, and drives continuous improvement for digital customer platforms.

After an initial in-office training period, this position is eligible for workplace flexibility and a one-time home office stipend. Employees are expected to continue working from their office location a minimum of 50% or 60% of the time depending on location.

Compensation Information

The base salary range for this position in Spokane, Washington is:

Level I

Typical starting range: $52,300 - $70,100

Full base salary range: $52,300 - $88,200

Annual performance-based incentive target is 8% of base.

Level II

Typical starting range: $64,600 - $86,500

Full base salary range: $64,600 - $110,800

Annual performance-based incentive target is 10% of base.

Job Requirements

• Under the direction of the VP Customer Care, serve as the primary advisor for customer digital platforms (e.g., customer portal, secure messaging, authentication tools), representing the customer perspective in enablement projects and ongoing enhancements.
• Collaborate with product management, IT, Marketing, Lending & Insurance, and Digital Customer Experience teams to enhance portal features and functionality.
• Collaborate with product management to maintain relationships with digital platform vendors and understand the roadmap, enhancements, upcoming changes, system upgrades, and case escalation.
• Lead Tier 1 support and triage for digital platform and related system issues, escalating to Tier 2/3 as needed, and clarify boundaries between support levels.
• Develop and deliver training materials and sessions for the Customer Care team on digital platforms; assist with onboarding new team members.
• Participate in communicating platform changes, enhancements, and best practices to both internal teams and customers.
• Monitor portal performance and generate regular reports on customer issues, trends, and feedback.
• Research and identify solutions through internal and external knowledge bases, formulating reusable approaches to new or unique issues and cascading insights to team members.
• Participate in user acceptance testing (UAT) and provide feedback on new features and changes.
• Maintain and update documentation for digital platforms, ensuring accuracy for training and support.
• Support change management efforts during new feature rollouts, including communications, training materials, and FAQs.
• Lead or participate in technical review and verification of existing solutions following solution-centered support methodologies.
• Maintain a strong working knowledge of AgWest business practices, products, and key systems.
• Perform all duties and maintain all standards in accordance with company policies, procedures, and internal controls.
• Other duties as assigned.
  
  

Minimum Requirements

• Bachelor’s degree in business, information systems, computer science or related field, or an equivalent combination of education and experience.
• Generally, requires at least three years of related and progressively more complex experience, preferably in banking, technology, or finance.
• Advanced level knowledge of online banking, secure messaging and other customer-facing digital platforms.
• Comprehensive understanding of the customer segment, business priorities, and how technology supports user experience.
• Ability to clearly describe complex ideas, issues and designs to varied audiences, comfortable educating leaders, customers, and staff across multiple organizational layers on platform and process changes.
• Ability to plan, prioritize, organize and control assigned activities with competing timelines.
• Ability to work independently and as a member of a team.
• Ability to interact effectively with all levels within the organization and collaborate in a team environment.
• Demonstrated written and verbal communication skills.
• Demonstrated analytical and problem-solving skills with a desire to continually learn new skills.
  
  

Preferred Requirements

• Experience using digital applications (Salesforce, CRM software, Online Banking, Secure Messaging, Microsoft Teams) and using support ticketing systems.
• Expert level knowledge of online banking, secure messaging and other customer-facing digital platforms.
  
  

Benefits Offered By AgWest

• Medical, dental, and vision insurance
• Basic term life and AD&D insurance (fully paid for by the company)
• Paid days off annually: 15 vacation*, 15 sick, 12 holidays and 3 volunteer
• 401(k) plan (6% match plus 3% employer contribution)
• Employee Assistance Program
• Wellness Program
• Jeans are welcome at work every day at AgWest!
• Vacation accrual rates increase with tenure.
  
  

Details about insurance and retirement benefits are available at: https://www.farmcreditfoundations.com/fcfbenefits

Job level and starting annual salary will be based on a variety of factors including but not limited to experience, education, certifications/licensure, internal equity, location, business needs and market demands. The listed compensation and benefits information is accurate as of the posting date. AgWest reserves the right to adjust compensation for all positions and modify or discontinue benefits programs at its sole discretion, subject to applicable law.

Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender orientation, national origin, marital status, age, disability, protected veteran status, or any other classification protected by law.

When you apply for a position with AgWest Farm Credit, we collect personal identifiers (from your resume and other application information you submit), such as your name, email address, mailing address, telephone number(s) and employment and education related information. This helps us evaluate job applicants for hiring opportunities, and, communicate with them.

To comply with federal regulations for equal employment opportunity and affirmative action (EEO/AA), we track our applicants by gender, race/ethnicity, veteran status, disability status, and the position for which they applied. You will be presented with a voluntary self-identification form as part of this application; we wanted you to know why we collect this information and what we do with it. Please be aware that this information is kept separate from your application, and not utilized in the selection process.

For more information about the information AgWest Farm Credit collects, please see the AgWest Farm Credit California Privacy Policy.