Member Experience Coordinator Jobs

JOB SUMMARY

The Operations and Member Experience Coordinator supports the day-to-day execution of GBU Life's member benefits, engagement programs, community initiatives, and philanthropic activities.

As part of the MCE Operations Hub, this position is responsible for reviewing and approving eligible member benefit and program submissions, coordinating program activities and sponsorship commitments, supporting scholarship administration, responding to member inquiries, and ensuring timely follow-through on operational requests.

The Coordinator works collaboratively with MCE portfolio leaders, Operations Hub staff, and enterprise partners to deliver efficient, accurate, and member-focused service that supports GBU Life's Common Bond.

DUTIES AND RESPONSIBILITIES

Member Benefits, Programs and Inquiries

• Review member benefit requests and program submissions, including Give Back Groups, for eligibility, completeness, required documentation, and adherence to established guidelines.
• Approve eligible member benefits and routine program submissions within delegated authority; escalate exceptions and requests requiring additional authorization.
• Route approved benefit and program requests, with supporting documentation, to the Operations Hub contractor for check request preparation and payment processing.
• Track submission status, approvals, payments, and outstanding followup to ensure timely completion.
• Respond to member inquiries regarding benefits, programs, eligibility, participation, and engagement opportunities; research and coordinate resolution of more complex questions with appropriate staff.
• Support implementation of member onboarding, benefit activation, and engagement initiatives.
• Identify recurring member questions, service gaps, and opportunities to improve the member experience.

Sponsorships, Scholarships and Philanthropic Support

• Coordinate sponsorship deliverables, including invitations, acknowledgments, recognition materials, participation opportunities, and fulfillment of agreedupon commitments.
• Track sponsorship deadlines, deliverables, responses, and followup requirements in collaboration with MCE portfolio leaders.
• Review scholarship submissions for completeness, eligibility documentation, and adherence to application requirements.
• Follow up with scholarship applicants regarding missing information, outstanding documentation, and application status.
• Coordinate scholarship review materials, applicant communications, and administrative timelines in support of the Philanthropic Impact Specialist.
• Forward approved invoices and supporting documentation to the appropriate staff or Finance for payment processing, following established approval procedures.
• Support operational execution of grants, charitable initiatives, member recognition programs, and other philanthropic activities.

Community, Fraternal Alliance and Event Support

• Provide administrative and operational coordination for Fraternal Alliance activities and community memberships, including renewals, registrations, participation records, communications, and related followup.
• Coordinate member and community participation in programs, meetings, and engagement opportunities.
• Support community leaders and volunteers with program information, participation requirements, and operational questions.
• Coordinate MCE's responsibilities for events, including invitations, participant communications, registration needs, materials, and followup.
• Collaborate with the Corporate Communications/Events team on event requirements, timelines, and logistics. (this should go to Ops Hub Lead w/duties as assigned)
• Maintain records of community and Fraternal Alliance commitments, activities, and participation.

Project Coordination and Operations Hub Support

• Support the Operations Hub Manager in coordinating MCE initiatives and crossfunctional projects.
• Prepare meeting agendas, materials, status updates, and project documentation.
• Attend departmental and crossfunctional meetings, document decisions, and track assigned action items.
• Maintain project trackers, program schedules, operational records, and implementation documentation.
• Follow up with MCE staff and enterprise partners regarding deadlines, outstanding deliverables, and incomplete requests.
• Coordinate with the Operations Hub contractor to ensure approved requests, invoices, and administrative transactions are processed in a timely manner.
• Support development of standard operating procedures and identify opportunities to improve workflows, handoffs, and member service.
• Assist with operational reporting, status updates, and other MCE priorities as assigned.

Properly Adheres to Company Risk Management Principles:

• Adhering to and supporting GBU’s Enterprise Risk Management Framework.
• Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management.
• Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
• Perform other duties as assigned.

QUALIFICATIONS

• Experience in program coordination, member or customer service, project support, administration, or a related field.
• Strong organizational skills and ability to manage multiple activities, requests, and deadlines.
• Excellent written and verbal communication skills, including professional correspondence with members and external stakeholders.
• Strong attention to detail and ability to apply program eligibility requirements and established procedures consistently.
• Sound judgment in reviewing submissions, resolving routine inquiries, and escalating exceptions.
• Ability to coordinate effectively across departments and with community partners.
• Proficiency with Microsoft Office and familiarity with project tracking or collaboration tools.
• Experience with membership organizations, nonprofit programs, scholarships, sponsorships, or community engagement preferred.
• Ability to handle confidential member, applicant, and organizational information appropriately.

OUR BENEFITS

• Medical, Dental Vision
• Company paid HRA
• 401(k) + match
• Pension Plan
• Life Insurance & AD&D
• PTO and VTO (Volunteer Time Off)

About GBU Life

GBU Financial Life is a member-owned, not-for-profit fraternal benefit society founded in Pittsburgh in 1892. Formed to provide financial security and benefits to its members. As Pennsylvania’s largest fraternal, and the nation’s sixth, GBU serves more than 60,000 members across the country with a 49-state sales and marketing footprint which will continue to grow until we are a nationwide provider. GBU partners with a network of 2,000 agents to market and distribute a variety of life insurance and retirement products, including term life, permanent life, and fixed annuities. GBU stays true to its fraternal roots, commitment, and mission by serving as an active supporter and contributor to well-known charities such as American Cancer Society, American Red Cross, and military-focused initiatives, among others. Giving back to the community and integrating the membership into service-oriented activities is an important part of GBU’s fabric and culture.