Client Experience Advisor

COMPANY OVERVIEW 

The Prairie Payments Joint Venture (PPJV) is a joint venture owned by three Prairie centrals created to digitally transform and modernize payment services for credit unions in the Prairies. PPJV’s goal is to ensure prairie credit unions are competitive in payments and have access to efficient, modernized payments processing infrastructure.

ROLE SUMMARY

This position is responsible for supporting both the VP, People & Culture, Engagement & Experience and the Director of Experience with day-to-day activities including event management, client support, and general administration support.

KEY RESPONSIBILITIES

Event Planning

• Support the planning and implementation of events and conferences including the creation of the annual calendar of events for all credit union system events, PPJV events, industry events and maintaining event contacts
• Supporting supplier contracts and event contracts by ensuring needs are captured within the agreements and working with Legal and Finance to ensure alignment
• Support and coordinate event materials and tradeshow needs, including managing inventory and distribution of tradeshow booth and marketing materials
• Supporting sponsorship activities, including fulfillment of event paperwork, invoicing, scheduling required activities and other duties as assigned
• Support communications and marketing needs including distribution of Save The Date invites, event information and websites, transportation and accommodations, delegate packages, and registration management
• Support event management including coordination of menu requirements, meeting room requirements, AV needs, entertainment, and special guest requests
• Collaboration with partners, vendors or like-minded organizations to host and/or fulfill event needs

Administrative Support

• Provide calendar management, coordination of travel arrangements with SLT EAs, and preparation of expense reports and invoices
• Coordination of meetings and preparation of associated materials

Client Experience Support

• Support Client Experience & Engagement teams by following established policies, procedures, and controls both corporately within area of responsibility and escalate discrepancies to management
• Demonstrate leadership; solve problems; communicate effectively; communicate clearly and effectively in writing.
• Manage Client Experience mailbox including triaging client inquiries, coordinating responses, and delivery of communications to required client segments
• Mange & coordinate all aspects of Client Experience monthly townhalls and special forums administration including scheduling, meeting deck preparation and hosting duties
• Support the delivery of Monthly Broadcasts and Ad Hoc Client Bulletins
• Develop and maintain collaborative, respectful, and responsive relationships with all internal and external stakeholders
• Support the Director of Client Experience with PPJV digital and social media properties and any media relations efforts
• Support the Client Experience team with maintenance of PPJV Sphere access and content

Client Management

• Action PPJV Portal registration requests ensuring access is granted to authorized individuals while ensuring access is removed when no longer required
• Update PPJV Portal mailing list to ensure site communications and invitations are sent to all required users.
• Maintain client access to PPJV Teams channels and handle access inquiries
• Completion of semi-annual/annual audits on client contact lists, access to PPJV Portal and Teams to mitigate risk and ensure accuracy
• Maintain client contact lists including Single Point of Contact (SPOC), MPA Signees, CEO, Service Alert Contacts, etc., to ensure records are current
• Update Client Segmentation spreadsheet: mergers/amalgamations, demographic changes, contract statistics, etc.
• Ensure legal documents are filed in a secure and confidential location
• Follow up with clients & legal on outstanding &/or missing contracts

Business Readiness

• Support maintenance of Business Readiness specific Jira tickets including following up with project teams for updates
• Deck preparation for business readiness sessions
• Assist with client and internal scheduling and updating documentation on the PPJV Portal
• Support with client surveys including distribution, pulling reports, and client follow up

KEY SKILLS AND EXPERIENCE REQUIREMENTS 

• High School Diploma
• Professional Development courses.
• Previous experience working in a Financial Institution with experience dealing with customers.
• Background in credit union management, specifically customer service, and strong familiarity with credit union systems and operations.

The Environment

PPJV is a fast paced and focused environment where employees and contractors share the mission to deliver efficient, cost effective, modernized payments processing to prairie credit unions. 

Interested candidates are asked to submit a resume & cover letter by 4:00 PM on Monday, October 21, 2024. We thank all candidates for their interest; however, only those candidates selected for an interview will be contacted.