Grants Coordinator, Membership Operations
About The Position
As a fraternal insurer, the Community Granting program delivers Foresters purpose across Canada, the US and the UK. Almost 10,000 grants were submitted in 2025, engaging thousands of members who make a positive impact on local members and communities through volunteering and fun family activities. Reporting to the Team Lead/Manager, Grants and Production, the Grants Coordinator, Membership Operations supports the delivery, administration, and continuous improvement of the Community Grants program across three countries. This role plays a critical part in ensuring members/employees/producers receive timely, accurate, and high quality service, while contributing to operational efficiency, program effectiveness, and a consistent member experience. Successful execution of this role results in: • Positive and seamless member experience when accessing benefits. • Strong member understanding of, and satisfaction with, membership value. • Clear, consistent communication with internal and internal users and stakeholders. • Service delivery that meets or exceeds established SLAs. • Efficient and compliant administration of Foresters Community Grants program. • Strong financial controls and an effective grant audit process.
Requirements
- Post‑secondary education or an equivalent combination of education and experience.
- 1–2 years of experience in customer service, operations, program delivery, or a related role demonstrating interpersonal skills and professionalism when working with diverse clients / members.
- Strong judgment, decision‑making, and problem‑solving skills.
- Excellent written and verbal communication skills with a strong customer‑service orientation and the ability to build trust with stakeholder to support coaching and education throughout the grant process.
- Excellent time‑management and planning skills, able to work under high volumes and tight deadlines while maintaining quality and adapt in a dynamic environment.
- Experience working within documented processes, guidelines, or policy frameworks with negotiating skills to coach members to adjust submitted grants to meet these criteria.
- Highly organized and detail‑oriented with strong follow‑through.
Responsibilities
- Administer the day‑to‑day operations of the grants program, ensuring consistent service delivery across three countries.
- Review, evaluate, and render decisions on grant applications in accordance with established guidelines, policies, and business rules.
- Support members through the end-to-end grant process, providing coaching and education to maximize the number of successful applications, minimizing declines and ensure members host meaningful activities that will engage other members.
- Support members through the post activity report to ensure grant funds are fully utilized as intended to maximize community impact.
- Serve as the first escalation point for member and stakeholder concerns, complaints, or sensitive issues, resolving matters independently where appropriate and escalating as required.
- Communicate with members, internal and external stakeholders, via email and or phone to resolve inquiries efficiently while maintaining a high standard of care and professionalism.
- Monitor service delivery against agreed‑upon SLAs and identify risks, gaps, or opportunities for improvement in real time.
- Contribute to program assessments and operational reporting, including periodic reviews of application outcomes, trends, and post‑activity insights.
- Observe and provide feedback on team operations to support productivity, consistency, and quality outcomes.
- Act as a Subject Matter Expert (SME) for all grant programs, processes, and systems.
- Support the development, documentation, and ongoing maintenance of procedures, SLAs, operational KPIs, and training materials.
- Propose amendments to granting or benefit requests that improve applicant success, engagement, or event outcomes where applicable.
- Communicate clearly and consistently to manage expectations and support informed decision‑making.
Benefits
- Discretionary variable incentive plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
