About Assurance

Assurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.

Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.

At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!

About the Position

The Social Media Specialist is responsible for facilitating a positive customer experience across multiple platforms, strengthen the brand through customer relationships and engagement.

Will actively listen to the VOC and engaging as needed via social channels. Will review responses and analyze data through SaaS tools and report findings to elevate customer experience.

Experience with consumer surveys and familiarity with NPS best practices is preferred.

Please note, this role does not create visual content.

Responsibilities

• Build and maintain all social media communities and become an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate
• Monitor, listen and respond to users on daily basis, conduct online advocacy and open stream for cross-promotion
• Stay informed on the constantly changing landscape of social media, spotting industry and cultural trends, best practices and emerging technology and risk
• Track, analyze and compile customer sentiment to identify emerging trends, potential concerns and areas of opportunity
• Develop and maintain a content library of approved, compliant responses
• Regularly represents learnings and makes recommendations to leadership to resolve/address pinch points, act as an advocate for consumers in resolving issues
• Own Voice of Consumer data; track, compile and be able to create and visual representations of data
• Manage brand reputation through appropriate communication and engagement across multiple platforms
• Recommend tools, platforms or services to facilitate the company’s view into customers’ experiences and share in the development and implementation of those tools
• Maintains deep understanding of social media best practices, performance metrics, data analysis methodology and tools
• Defines and improves process via standard operating procedure documentation and playbooks for net new and ongoing processes such as social listening, social content publishing and channel partnerships
• Manages, responds, reports on Contact inboxes for multiple LOIs
• Must be open to some evening and weekend work to respond to customers as needed.

Qualifications

• 2+ years of experience managing social media channels or brand reputation
• Analytical and Creative thinker who is nimble, curious and open-minded
• Passionate for the power of social media and ever-mindful of the customer experience
• Experience building positive social communities
• Proven history in running successful social media relationship management (client based)
• Excellent time and project management skills
• Team player with good interpersonal skills
• Entrepreneurial spirit who thrives in a fast-paced environment
• Excellent verbal and written English communication 
• Proven track record of delivering high quality social media campaigns in very dynamic environments