What are the responsibilities and job description for the Customer Experience Coordinator position at MERS?
Customer Education
Assists in developing and implementing the Education Strategy to engage and educate MERS participants to prepare them for retirement, and educate employers on their retirement plan options and role in administering benefits
Writes and proofreads educational content and coordinates the creation of materials including but not limited to presentations, brochures, website content, emails, etc.
Optimizes website exposure by enhancing digital text for search engine optimization (SEO)
Maintains the library of resources including web content
Conducts training for internal staff on financial wellness and other educational topics
Coordinates of annual participant webinar / events schedule
Serves as the main point of contact for education requests
Customer Outreach
Strategizes customer outreach activities and plans with staff that will meet the organization's goals and objectives
Develops and executes outreach plans, including key messages, call to action
Coordinates the development of communications materials such as brochures, presentations, newsletters, and press releases
Manages feedback from staff and customers on the MERS publications
Coordinates with external vendors on outreach activities
Fosters strong working relationships with internal and external teams to facilitate successful delivery of programs and initiative
Trains MERS frontline staff to ensure they understand the publications and tools available as well as key messages relating to MERS and MERS' programs and services
Customer Experience Initiatives
Assists the development and maintenance of customer journey maps to visualize and improve the customer experience across all touchpoints
Identifies opportunities to close gaps in customer experiences
Builds relationships across business areas and disciplines
Collaborates with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness
Supports the development and execution of customer experience projects and initiatives
Other
Continually updates the Customer Experience Manager concerning all plans, activities, projects and other work-related activities
Engages as a team play and leader both internally and externally
Participates in special projects as required and other duties as assigned
Participates in meetings, conferences, and training seminars as required
Knowledge of :
Communication best practices
Financial Wellness
Retirement plan strategies
Skill in :
Writing educational content
Ability to interpret and synthesize complex information
Developing, leading, and managing plans
Training peers in various concepts
Seeking feedback
Ability to :
Multi-task
Adapt to changes in project priorities
Works well within a team environment
Physical Conditions
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear.
The employee must occasionally lift and / or move up to 25 pounds.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Location : All work of this position will be performed on site at MERS main office or remote work location.
Weather : While performing the duties of this job, the employee is not exposed to weather conditions.
Noise : The noise level in the work environment is usually moderate.
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