Member Experience & Social Media Specialist

Job Summary

Provides various member communications, social media messaging, representation of the organization at various conferences and tradeshows and supports AMERIND team.

Job Responsibilities

• Develop Goals and Key Performance Indicators in conjunction with supervisor.
• Maintain strict confidentiality of all privileged information.
• Participate in cross-functional team process improvements projects.
• Performs other duties as assigned.

Enterprise Wide Marketing Communication

• Create an effective communications strategy.
• Create interactive, member-direct, social and related electronic media avenues.
• Create and maintain routine member and external communication pieces (i.e. quarterly member publication, customer newsletter(s), social media).
• Develop and maintain a multi-layered list of Tribal Government leads and POCs, for follow-up relations.

Member Relations

• Develop close working relationships with the Member customer.
• Create appropriate policies and procedures for Member Experience management.
• Designated point of contact for Member Issues and Concerns – report back to management.
• Manage and support relations with Members in the AMERIND FOCUS program.
• Help to ensure the teams execute on customer service expectations, consistently elevating the client Member experience.
• Create, implement and report on a Member satisfaction survey.
• Maintain routine member and special recognition tasks. (e.g. member holiday cards and gifts).
• Provide call records and outcome or intelligence reports to supervisor – weekly or as calls are made.

Community Outreach

• Serve as key point of contact.
• Lead Charitable Fund Raising efforts.
• Provide update or intelligence reports to supervisor – post trip.

Minimum Qualifications

• Bachelor’s Degree in Social Media, Marketing or Communication related field, or relative field and five years of communication experience.
• Valid driver’s license.
• No felony, theft, or fraud convictions.
• Must be able to successfully pass a background investigation.

Additional Eligibility Requirements

• Ability to obtain Associates in General Insurance (AINS) designation within the first two years of employment.
• Knowledge of the various business lines, unit functions, and operations methods of AMERIND.
• Knowledge and conversant familiarity with AMERIND policy forms, rating methodology, FOCUS program, and policy issuance.
• Ability to understand and interpret vendor invoices, statements, and other requests for payment.
• Ability to apply critical and creative thinking to analyze and solve problems.
• Ability to maintain focus on details, follow up on multiple priorities, and achieve closure on projects.
• Ability to effectively and diplomatically communicate information and respond to questions.
• Ability to make solid decisions and exercise independent judgment.
• Ability to be persuasive and tactful in controversial situations.
• Ability to maintain accuracy of work and pay attention to details.
• Ability to interpret applicable federal, state, tribal, county, and local laws, regulations, and requirements.
• Ability to maintain strict confidentiality with company information and internal use only information.
• Ability to represent the company with decorum, tact, and integrity.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds, employees and officials.
• Skill in using business software programs and office equipment, and word-processing and spreadsheet programs.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in using and messaging on various social media applications.

Working Conditions & Physical Demands

• Must be able to travel 50% of the time.
• Typical business office setting with moderate noise level.
• Non-office environment may be encountered for offsite presentations and support of company activities.
• Must be able to sit for work at a computer and phone for more than 6 hours per day.
• Must be able to communicate clearly.
• Must be able to use hands for dexterity of motion.
• Frequently required to stand; walk; and reach with hands and arms.
• Must have ability to occasionally lift 10+ lbs.

Hiring Preferences

• To the greatest extent feasible, preference and opportunities for training and employment shall be given to Native Americans and Alaska Natives.