Operations Coordinator, Membership Operations (18-Month Contract)

Career Opportunity

Role Title

Operations Coordinator, Membership Operations (18-Month Contract)

Purpose of role

Reporting to the Team Lead, Grants and Production, this role is to support the operations, processing, and fulfillment of member benefits namely Foresters Community Grants program, across three countries.

Job Description

Purpose of the Role

Successful execution of this role will result in:

• Members/clients have a positive experience accessing benefits and will feel well-supported.
• Improved member perceptions regarding the value of Foresters benefits of membership.
• Consistent communications and messaging with applicants and stakeholders regarding processes and procedures within the benefit programs.
• The delivery of services within or exceeding SLAs.
• Operational efficiency and consistency in program delivery.

 Areas of Accountability

• Work as part of an integrated team to administer day-to-day operations of grants program ensuring a consistent member experience across 3 countries, and program delivery against agreed upon SLAs.
• Evaluate and provide final decisions on grant submissions using guidelines and business rules, acting as first escalation point for member complaints or sensitive issues and escalating to the Team Lead on an as-needed basis.
• Effectively communicate with members via email and on occasional telephones calls to expedite resolutions to inquiries, delivering a high standard of care.
• Propose amendments to granting requests/submissions that will increase the likelihood of an enhanced member experience, increased engagement and event success.
• When required contribute to the Community Grants program assessments and trend summaries including but not limited to quarterly reports.   
• Assist with the development and maintenance of business unit processes, SLAs, and operational efficiencies.
• Provide feedback on materials including stakeholder user guides and training materials where applicable.
• Identify and recommend opportunities for member, operational, platform, process, and program improvements, enhancements, and efficiencies that would increase ROI to enhanced member experience.

Key Qualifications (Experience, Skills & Competencies)

• Post-secondary education and 1-2 years of experience in a customer service and operations or program delivery role.  
• Excellent interpersonal and communication skills (both written and oral), with the ability and commitment to deliver excellence in customer service to members.
• Solid judgement, decision making and problem-solving skills.
• The ability to proactively resolve problems, manage conflict, and escalate as needed.
• A self-starter with the ability to work well in a team environment as well as independently.
• Ability to multi-task, meet daily deadlines and demonstrate flexibility to adapt to a fluctuating workflow, with emerging issues in a changing environment.
• Strong computer skills, including but not limited to proficiency in Microsoft Office Suite (Word/Excel/Outlook)
• Knowledge of CRM Dynamics 365 software (customer relationship management software) and event and or grant management system experience considered an asset.

Working Conditions  

Work Location: Foresters Financial Head Office at 789 Don Mills Road

Physical Effort: Low

Physical Environment: Office/Home

Environment Sensory Attention: Moderate

Mental Stress: Moderate

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Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.