• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

Role Description We’re seeking a self-starter with a proven track record in SaaS customer support, someone who’s not afraid to get their hands dirty and can work alongside AI, Customer Success, and Product teams. You’ll be the kind of person who can own outcomes, spot inefficiencies, and take initiative to fix them. This role blends operational excellence with startup grit and ownership. - Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation - Proactively identify gaps in support processes, documentation, and tools, and lead improvements - Collaborate cross-functionally with Product, Engineering, and Customer Success to surface recurring issues and feature requests - Build, maintain, and continuously improve macros, help centre articles, and internal workflows - Analyse ticket trends and contribute to support reporting and dashboards - Lead initiatives that improve support quality, automation, and internal workflows - Ensure consistent delivery of support KPIs, including CSAT, SLA compliance, and FRT benchmarks Qualifications - 5+ years of customer support experience, with at least 2 years in a SaaS or tech startup environment - An analytical mindset with the ability to spot patterns and solve root causes - Excellent written and verbal communication, concise, clear, and empathetic - Strong prioritisation and time management skills; thrives in async, remote setups - Confident working across teams and making independent decisions - Familiarity with tools like Zendesk, Notion, Slack, and Hubspot is a strong plus - Bonus: experience with data tools like Heap or Google Sheets Requirements - The candidate is required to have an internet connection of at least 50Mbps. - This is a 24/7 operation, and candidates should expect to work weekends and night shifts. Values that are important to us: - You should be a great communicator and culture maintainer - You're data-driven and customer-focused - You value fast & incremental engineering cycles - You maintain design excellence and minimise complexity - You measure your results & automate when possible - You get 10% better at something every week - You have an internal compass and take accountability & initiative - We value overcommunication, candid feedback and a results-driven culture Benefits - Competitive compensation - Work remotely anywhere in your respective country - Ability to move laterally within a team and grow rapidly - Paid time off and flexible leave policy - No boss culture - Flexible working hours - LGBTQ+ friendly - Company offsites - Tech reimbursements

Title: Member Support Specialist Location: Remote Job Description: Remote Status: Remote Job Id: MSS 01 # of Openings: 1 Pay Range: $18 per hour Position Summary: The Member Support Specialist (MSS) at Labor Credit Union serves as one of the first points of contact for members, delivering exceptional service through phone, email, and other digital communication channels. This role is essential in assisting members with account inquiries, resolving issues, promoting credit union products, and ensuring a positive member experience from onboarding onward. The MSS also contributes to member growth by cultivating business relationships, engaging potential members, and embodying Labor CU's core values: Bold & Innovative, Convenient, Inclusive, Leadership, and Financial Stability. By demonstrating these principles, the MSS helps drive both member satisfaction and organizational success. Primary Duties & Responsibilities: Member Support • Respond to member inquiries promptly and professionally via phone, email, chat, or secure messaging. • Assist members with account information and transaction details. • Resolve member concerns efficiently, escalating complex issues when necessary. Transaction Assistance • Process transfers, payments, and account updates accurately. • Provide guidance on digital services such as online banking, mobile apps, and bill pay systems. • Troubleshoot technical issues related to digital banking platforms. Sales and Service • Identify member needs and recommend or refer credit union products and services. • Educate members on the benefits of offerings, including loans, credit cards, and savings options. • Meet individual and team performance goals, including service quality and sales targets. Compliance and Security • Verify member identities and maintain strict confidentiality of all information. • Adhere to credit union policies, procedures, and regulatory requirements. • Monitor for and report suspicious activity in accordance with fraud prevention guidelines. Documentation and Follow-Up • Accurately document all member interactions, transactions, and resolutions. • Follow up on inquiries to ensure timely and satisfactory resolution. • Provide constructive feedback to management on recurring issues and opportunities for process improvement. Team Collaboration • Actively participate in meetings and training sessions to stay updated on products, services, and procedures. • Collaborate across departments to enhance member experience and resolve issues efficiently. • Communicate effectively and respectfully between departments. 7. Performs other duties as assigned. Position Requirements: • High school diploma or equivalent (required); some college coursework or a degree (preferred). • Minimum of 1–2 years of experience in customer service, preferably within a financial institution or call center. • Certified Financial Counselor (CCUFC) certification preferred. • Strong verbal and written communication skills. • Excellent problem-solving and decision-making abilities. • Proficient in call center software, banking systems, and Microsoft Office Suite. Work Environment: • Must have a reliable high-speed internet connection and a quiet, secure workspace for remote work. • Flexibility in hours may be required, including evenings or weekends, based on member needs. • Must be able to sit for extended periods while working on a computer and phone or headset. • Occasionally required to lift/move items up to 10 lbs. (e.g., office supplies or equipment). • Remote role. Occasional travel to on-site locations may be required.

Role Description This position will assist the Behavior Support Specialists, individuals participating in Iowa’s Money Follows the Person (MFP) program, and their community provider(s) with the implementation and training of individualized behavior support plans. This includes establishing relationships with the individual and providing on-going technical assistance and competency-based training to community providers. This position is fully remote and requires the ability to travel throughout the state, including overnight, and the ability to maintain a home office with high-speed internet. State vehicle provided. This is a specified term position with an end date of 3/31/2027 with strong likelihood of extension. - This position is eligible to participate in remote work. Remote work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. - Support the implementation of Behavior Support Plans written by Behavior Support Specialists by: - Providing on-site observations - Conducting fidelity and inter-rater reliability checks - Modeling BSP interventions to fidelity to train direct support personnel and/or family members to best support MFP participants (current and former). - Implementing initial ABA (such as initiating communication teaching protocols) under the direction of a Board Certified Behavior Analyst. - Providing initial and/or ongoing therapeutic interventions (such as developing and practicing coping skills) under the direction of a Board Certified Behavior Analyst. - Participating as a member of participants interdisciplinary teams. - Provide ongoing training to Direct Support Professionals and/or family members on individual’s Behavior Support Plans and related participant specific interventions. - Provide Direct Support Professionals and other team members with additional resources when needed. - Advise regarding additional supports and services that may help meet the participants behavioral support needs. - Prepare documentation and reports as required for the needs of the program. - Attend meetings with partner entities and prepare materials as requested. - Maintain a caseload tracking system. - Assist in training new staff in their roles and responsibilities for the MFP program. - May participate in the hiring process for new MFP positions including interview and selection processes. - Manage UI procurement card. - Maintain records on travel and training expenses related to the position. - Provide feedback for budget needs for implementation and/or development of the service and report them to the Behavior Support Specialist Supervisor. - Assist with tracking progress and effectiveness of behavioral support plans including collecting data on incidents and reoccurrence of problem behaviors. - Complete required documentation. - Assist with addressing client concerns in consultation with Behavior Support Specialists and Supervisor. - Identify and implement quality improvement initiatives. - Contribute to strategic planning efforts within the scope of behavioral support services work under the direction of the Behavior Support Specialist Supervisor. Qualifications - Bachelor’s degree in a Behavioral Analysis, Psychology, or related field, or an equivalent combination of education and experience. - 1 or more years of behavioral programming experience with an emphasis on positive behavioral support philosophies and crisis prevention. - Demonstrated knowledge of the Home and Community Based Services system, housing and service options, Intellectual Disability/Brain Injury and related conditions, and knowledge of available resources for information and assistance. - Demonstrated excellent written and verbal communication skills, including experience or capacity to demonstrate positive interpersonal skills and work as a cooperative team member. - Demonstrated exceptional organizational skills, showing the ability to manage multiple tasks, establish priorities, and complete tasks in a timely manner. - Proficiency in MS Office software applications, including Word, Excel and Outlook. - Ability to travel extensively within the State of Iowa and hold a valid Driver’s License, plus the ability to meet the University of Iowa Fleet Safety Program driving standards. - Ability to maintain a home office and meet technology requirements to conduct business and video conferences using a home internet connection. - Ability to work a flexible schedule. Requirements - Previous experience with crisis intervention and management strategies. - Proficiency in MS Office Computer software applications Planner, One Note, SharePoint, and Teams. - Previous experience with a person-focused program; and/or experience empowering clients and caregivers in making informed choices and finding solutions to support clients through this process. - Experience managing day-to-day program operations, including functions such as self-scheduling, collecting data, and serving as program liaison. Application Process In order to be considered, applicants must upload a resume and cover letter (check the box for required attachment) that clearly address how they meet the listed required and desired qualifications of this position. Job openings are posted for a minimum of 7 calendar days. Successful candidates must self-disclose any conviction history and will be subject to a criminal background check and education verification. This position is not eligible for University sponsorship for employment authorization. Please contact Michael-lynch-2@uiowa.edu with any questions.