What are the responsibilities and job description for the Customer Experience Coordinator position at Municipal Employees' Retirement System of Michigan?
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.
