Social Media Engagement Coordinator (12-month)
Toronto
Marketing – Marketing /
CON-Long /
Hybrid
Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
Purpose of the Job
As a Social Media Engagement Coordinator at EQ Bank, you will be at the forefront of managing our online interactions, serving as the primary liaison between our brand and its community across various social media and digital platforms. You will be responsible for nurturing relationships, addressing inquiries, and fostering our community online. If you are passionate about delivering exceptional customer experiences and possess a keen understanding of community management, we want to hear from you.
Let's talk about the work
- Main Activities:
- Own customer relationships and community engagement on social media and review platforms, advocating for the social media community within the organization.
- Manage day-to-day online interactions across various platforms, including social media, review sites, and app stores while upholding EQ Bank’s brand persona and ensuring all interactions align with our tone of voice guidelines and community management framework.
- Respond promptly to all customer comments, inquiries, and issues on social media, working with the customer service team to ensure timely resolution. Log and manage customer cases across Sprout Social and CRM software.
- Proactively engage with EQ Bank's followers and broader online community, fostering meaningful interactions and building brand advocacy.
- Utilize Social Listening and Social Media Management tools to gather customer insights and create weekly & monthly reports on online engagement and social sentiment. Lead process to share relevant learnings and insights with brand team, customer care, and product.
- Assist with day-to-day social media-related tasks such as scheduling posts, supporting content creation, and updating our profiles.
Let's talk about you
- Having 1-2 years of experience doing social media customer support with extremely high-personal touch. Experience logging cases with CRM software is considered a strong asset.
- Having 1-2 years of experience managing social media business accounts across platforms such as Instagram, Twitter, LinkedIn, Reddit, Tiktok, and Facebook and using social media management tools like Sprout Social
- Preferred background in financial services or fintech, with a solid understanding of financial products.
- English and French speakers will be highly preferred.
- Exceptional writing skills with a keen eye for grammar and an ability to adapt to various brand voices and scenarios.
- Ability to thrive in a fast-paced environment with excellent communication and interpersonal skills.Deep empathy for customers and a commitment to delivering outstanding experiences.
- You won’t stop short when it comes to solving a case and making a customer feel valued!
- Proficiency in analyzing customer interactions to identify trends and opportunities.
- Strong understanding of online culture, with a passion for staying updated on digital trends.
- Some might call you chronically online.Solid understanding and interest in Reddit and other forums such as RedFlagDeals – you’re no stranger to r/PersonalFinanceCanada
What we offer [For full-time permanent roles]
💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!
