Member Services Specialist

First Nations Capital • Corman Park No. 344, SK

3d • Onsite

About The Position

First Nations Capital and Infrastructure Agency of Saskatchewan (FNCIAS) is a non-profit organization dedicated to supporting Saskatchewan First Nation communities in planning, procuring, owning, and managing their infrastructure assets. Our vision is to foster empowered, connected, and thriving First Nations through sustainable infrastructure and healthy homes. We recognize our employees as our most important resource in achieving this vision.

This role focuses on the day-to-day execution of relationship management initiatives and member engagement goals outlined in the organizational workplan. The Specialist provides administrative support, communications coordination, and project management support to ensure the effective delivery of FNCIAS member services. This role will promote and conduct relationship management, trust building, and project planning through meeting facilitation, maintaining accurate records, coordinating outreach, executing cultural protocol, tracking requests, issues, and commitments, and assisting with reporting and project administration.

The Member Services Specialist plays a key role in supporting culturally grounded service delivery by ensuring information is organized, timely, sensitive, and accessible. The role will enable the FNCIAS team to maintain strong, transparent, inclusive, and responsive relationships with members.

Requirements

• Bachelor's degree in Business Administration, Communications, Indigenous Studies, or a related field.
• Demonstrated experience in relationship management or an external-facing role.
• Preferably a background working with First Nations, non-profits, or Indigenous organizations.
• An equivalent level of experience and education will be considered.
• Demonstrating a passion for improving housing and infrastructure outcomes on reserve lands is mandatory.

Nice To Haves

• Strong understanding of First Nations governance structures, cultural protocols, and respectful engagement practices, and a demonstrated willingness for continued learning.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills, including the ability to prepare correspondence, briefing notes, summaries, and reports.
• High attention to detail and ability to maintain accurate, organized, and confidential records.
• Ability to track, monitor, and report on member requests, risks, issues, commitments, and key performance indicators.
• Proficiency with Microsoft Office and collaboration tools (Word, Excel, Outlook, Teams, SharePoint, etc.).
• Strong interpersonal skills with the ability to build trust-based and respectful relationships.
• Ability to identify risks, escalate issues appropriately, and support problem-solving and decision-making.
• Ability to work both independently and collaboratively in a team-based environment.
• Knowledge of service level agreements (SLAs), performance measurement, or reporting frameworks.
• Experience supporting member engagement strategies, onboarding processes, stakeholder and journey mapping.
• Experience contributing to process improvement, documentation, or development of standard operating procedures.
• Alignment with FNCIAS values, including respect, accountability, collaboration, and service excellence.
• Motivated to engage in ongoing professional development related to member services, Indigenous governance, and service excellence.

Responsibilities

• Build and maintain trusted and respectful relationships with member Nations’ leadership, community members, technical staff, and partners.
• Support the preparation of proactive and responsive communications to member inquiries, ensuring accuracy, clarity, and cultural appropriateness.
• Act as a central coordination point for routing requests to appropriate team members.
• Log, track, and maintain organized records of member requests, issues, feedback, and commitments in stakeholder relationship management (SRM) tool.
• Leveling member expectations and escalating issues that require consultation and decision-making.
• Assist in monitoring delivery timelines and flagging upcoming deadlines.
• Assist in collecting, compiling, organizing, and reporting data related to member activities and key performance indicators (KPIs).
• Maintain organized documentation related to service level agreements (SLAs) and correspondence.
• Identify, track, monitor, and report on risks, issues, feedback, and commitments identified by members.
• Support follow-up actions and implementation.
• Participate in the development and implementation of integrated member engagement strategies, including journey mapping and facilitation.
• Support the onboarding of new members by supporting Engagement team processes and coordinating internal processes for transition from Engagement to Member Services.
• Provide administrative support for projects through tracking project milestones, deliverables, and timelines and escalating delays, risks, and issues as required.
• Assist with document control for project plans, engagement plans, and engagement materials.
• Support post-project documentation including lessons learned, capturing member testimony, and preparing summary reports.
• Assist in planning and organizing meetings, engagement sessions, and other member interactions including scheduling, venue rentals, catering coordination, cultural protocol, honorariums, agendas, materials, mileage payment, etc.
• Prepare briefing notes, meeting/event summaries, and ensure detailed record keeping of action items/tasks in SRM.
• Support consistent and standardized communication by preparing templates, correspondence, and internal updates.
• Liaise with internal teams to gather information required for member communications and reporting.
• Assist with maintaining shared resources, guidelines, and service documentation.
• Maintain internal calendars, task lists, and tracking tools related to member services activities.
• Assist with tracking engagement and project-related expenses and resource usage for reporting purposes.
• Identify opportunities to improve administrative processes, tracking systems, and service coordination.
• Support the development and maintenance of standard operational procedures, Member Services policies, and internal tools.
• Any other duties that may be assigned to support Member Services, Engagement, Marketing and Communications, and/or other FNCIAS teams as required.

Benefits

• FNCIAS is committed to building an inclusive workforce that reflects the communities we serve and to continue creating opportunities for First Nations persons within our industries.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level