Grants Coordinator, Membership Operations

Foresters Financial is a fraternal insurer delivering purpose through their Community Granting program across Canada, the US, and the UK. The Grants Coordinator, Membership Operations plays a critical role in supporting the administration and improvement of this program, ensuring members receive high-quality service and efficient operations.

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

Skills

• 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

Benefits

• Eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance

Company Overview