Employment Opportunity
Marketing and Member Engagement Specialist
Fort St John, BC
Closing Date: Until filled
Summary
The primary purpose of this position is to assist North Peace Savings & Credit Union in living out our Service
Mission, “To build rewarding relationships through a superior service experience,” by delivering outstanding
service to both internal and external members. The Marketing and Member Engagement Specialist is
responsible for assisting the Marketing Department in the implementation of the credit union’s marketing plans
and programs with a primary focus on member engagement. This position will provide market research and
strategy with recommendations and implementation of new/amended products and services to strengthen our
memberships’ experience and enhance their engagement with the credit union. Works with cross
organizational teams to find solutions to member problems in an effort to provide above and beyond service to
meet member needs. Looks for ways to deepen relationship with members in all offerings, increasing share of
wallet, decreasing attrition rates, improving retention/renewals, and growing market share.
Key Responsibilities
1. Deliver service to both internal and external members that is in alignment with the credit union’s
Service Promises.
 I promise to be respectful in every interaction.
 I promise to do it right the first time.
 I promise to deliver more than expected.
 I promise to keep it simple and easy.
 I promise to provide innovative solutions.
 I promise to create a positive and memorable experience.
 I promise to significantly improve your financial life.
2. Meets all established service goals as measured by the Internal Service Survey
3. Fosters relationship building through service excellence and product knowledge.
Marketing:
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Co-ordinate implementation of marketing campaigns, working with the Manager, Marketing &
Community Investment, the Public Relations and Social Media Specialist and Internal Communications
Specialist.
Ensure all marketing materials are delivered to service centres, ensuring displays remain current and up
to date.
Employment Opportunity
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Ensure implementation of a consistent brand essence throughout all marketing and communication
efforts.
Ensure compliance to the Privacy Act when executing campaigns and promotions.
Complete mail merges as required.
Provide marketing support to all service centres to contribute to the success of their sales plans,
business development plans and growth objectives.
Proactively builds, develops, maintains and manages strong working relationships with vendors.
Interact with suppliers for co-ordination, proofreading and distribution of communication and
advertising materials.
Provide leadership for the co-ordination of ordering promotional items and corporate wear for all
service centres.
Track all marketing initiatives and create weekly\monthly reports with recommendations to maximize
campaign success.
Work with the Marketing and Community Investment work group on special projects, such as Annual
Report, Elections, AGM, and Patronage Allocations.
Working with our third party supplier, ensure our web site content is up to date, with attention to
design, theme and flow.
Ensure implementation of a consistent brand essence throughout all marketing and communications.
Member Engagement:
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Utilizes professional service skills to responsively and proactively respond to member inquiries which
have been escalated from service centres.
o Acts as a resource to NPSCU managers and staff for problem solving member issues.
o As the service conduit, ensures member concerns are promptly addressed, immediately when
possible, or referred to the proper department, individual or agency.
o Follows up on referred issues to ensure effective, timely resolution of problems.
o Follows up on closed issues completed by other staff ensuring problem was solved to members
satisfaction.
o Utilizes software to track, follow up and close outstanding issues, maintaining a progress dialogue
with the members.
i. Creates and maintains a process for tracking all referred member relationship issues.
ii. Creates and maintains a process for the collection of service delivery complaints and
deficiencies that have been referred to Managers or other branch staff.
o Prepares written reports and tracking trends on issues and solutions on a periodic basis. i.e.
attrition.
Motivates cross organizational support and action to resolve issues and fulfill member expectations.
Be closely connected with all methods of member communication (letters, phone calls, emails, member
meetings) identifying opportunities for improved member contact to promote professionalism, long
term relationships and loyalty.
Employment Opportunity
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Leads in the development and ongoing analysis of member touch points (switch program, onboarding,
retention, surveys, and members’ pulse checks, mystery shops) to ensure NPSCU is consistently
delivering on our service standards and building member retention and engagement.
o Tracks and reports on above and/or product deficiencies.
o Leverage data and analyze problems with recommendations to address root causes that will
result in increased member engagement.
o Identify relevant training needs and opportunities.
o Promote and advocate quality achievement and performance improvement across the
organization.
o Share successes and foster an atmosphere of success.
Works in conjunction with all NPS staff offering exceptional member service to ensure all aspects of our
members' financial needs are identified, referred and addressed.
Product & Services Enhancements:
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Actively participates in and /or leads special projects that aim to enhance or improve the member
experience or introduce members to new programs, products or initiatives.
Maintains current knowledge of product and service pricing and comparison with competitors.
Stay current with banking trends and other external trends impacting need for product development.
Provide annually a service fee and product analysis of NPS offerings.
Identifies opportunities to enhance or discontinue features on North Peace Savings’ existing products to
meet changing or emerging needs of members.
Liaisons with the Internal Communication Specialist and the Public Relations and Social Media Specialist
to ensure timely internal and external communication around new products and services.
Acts as a Site Owner on the Personal Services site, actively using the site to share information that
promotes knowledge and service excellence in all branches.
Performs other duties as assigned.
Education & Experience
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College Diploma or University Degree in Marketing.
2 years related experience in marketing; or an equivalent combination of education and experience,
may be considered.
Demonstrated ability to analyze situations, develop solutions and provide recommendations.
Required Knowledge Skills & Abilities
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Superior written and verbal communications skills are necessary to interact with members which may be
in an agitated and fragile state.
Superior problem solving skills required as well as the ability to lead by example.
Superior communication and interpersonal skills.
Ability to work independently and in a team environment;
Strong organizational and planning skills and superior ability to prioritize.
Employment Opportunity
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Be detail oriented and able to handle multiple tasks and priorities.
Ability to use current technology to facilitate responsibilities.
Present a professional appearance and image in all aspects.
Core Competencies
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Service Focus
Adaptability/ Flexibility
Accountability and Dependability
Creative and Innovative Thinking
Mediating and Negotiating
Quality Orientation
Time Management
Development and Continual Learning
Problem Solving
Research and Analysis
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Decision making and Judgment
Providing Consultation
Ethics and Integrity
Planning and Organizing
Communication
Energy & Stress
Team Work
Results Orientation
Resourcefulness
Olivia Young, Human Resources Specialist
North Peace Savings and Credit Union
10344-100th St
Fort St. John, BC, V1J 3Z1
Fax: 250-787-9191 or E-mail: careers@npscu.ca
For a complete role description, visit: www.npscu.ca
North Peace Savings thanks all applicants for their interest; however,
only those selected for an interview will be contacted.