Member Experience & Social Media Specialist

Position Characteristics and Attributes

• Communicative and people oriented
• Agile and adaptable in decision making
• Analytical thinking and interest in discovering and developing new ideas
• Transparent, interactive, and constructive in managing projects
• Customer service and teamwork focused
• Strong organizational skills and detail oriented
• Problem solving approach that represents trustworthiness
• Works independently as needed while maintaining open lines of communication
• Familiarity with social media applications, technology and a user of technology tools

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

This job description does not represent an inclusive list of all duties encompassed in this position.

• 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.

• Develop, Implement and Maintain an effective communications strategy
• Create interactive, member-direct, social and related electronic media avenues
• Develop 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

• 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.

• Serve as key point of contact
• Lead Charitable Fund Raising efforts

• Regional Housing Association meetings
• Local and National Indian Country trade shows and events
• Provide update or intelligence reports to supervisor - post trip

• 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.

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,…