Social Media Community Manager (Remote)

This is a remote role that may only be hired in the following location(s): AL, AR, CT, DE, IA, ID, IN, KS, KY, LA, ME,MS, NC, NE, NM, NV, OH, OK, OR, PA, RI, SC, SD, UT, VA, WV

The Social Media Community Manager will have a variety of responsibilities, with a primary focus of monitoring the bank's social media channels and related internet sites for comments, questions, complaints and other interactions. This position is responsible for responding to the various interactions, per company guidelines, using a combination of pre-written and new responses. This individual will also measure and summarize the social media monitoring activity and assist with tasks related to the bank's corporate social media activity, including planning, creating, scheduling and reporting on organic social media content.

The ideal candidate will have prior relevant experience, excellent written communication and problem-solving skills and be a self-starter. As a representative of the bank to our customers and prospective customers, it's essential the candidate accurately interpret social interactions and provide the best response, while ensuring consistency and adherence to brand standards. As a financial institution, there are guidelines and requirements for compliant social media interactions. Therefore, it is important that the candidate work within the established procedures and escalate inquiries to the appropriate team(s) as needed.

• Oversee social media monitoring and responses for the bank's social media channels and third-party review sites, such as Yelp and TrustPilot; work cross-functionally with internal business partners, including Customer Service, Compliance and Complaints Management, to name a few.
• Track and report on the social media interactions observed; provide insights and best practice recommendations to improve and optimize procedures.
• Utilize social media applications for publishing, reporting and monitoring; explore the functionality within the applications to improve utilization and create efficiencies.
• Actively participate in the planning, publishing and reporting of organic social media content developed by marketing partners; create additional compelling social media content that drives engagement.
• Monitor employee social media activity to ensure adherence to company policies; provide feedback and recommendations to employees, as needed, and develop/update training documents.
• Provide thought leadership on the company's organic social media strategy and recommendations for improving the bank's social media program, including content and graphics strategy and social selling.
• Other responsibilities as assigned.

Bachelor's Degree and 4 years of experience in planning, managing, and executing social media initiatives OR High School Diploma or GED and 8 years of experience in planning, managing, and executing social media initiatives

Preferred:

• Area of Study: Communications, Journalism, Advertising, or Marketing
• Social media monitoring, responding, listening and reporting for a large bank or financial services company, as well as other reputation and community management best practices.
• Proficient in using social media publishing, monitoring and listening platforms (e.g., Khoros, Sprinklr).
• Experienced in creating social media performance reporting, including providing analyses, insights and recommendations based on performance and trends.
• Demonstrated experience writing compelling social media content that adheres to brand guidelines; graphic design skills and experience are a plus.
• Has a fundamental understanding of the social media community and stays up to date with the latest news, trends, etc.
• Strong communications and organization skills and attention to detail.
• Collaborative and ability to work independently with minimal supervision.
• Able to multitask and effectively balance multiple priorities and projects.
• Able to take direction and absorb information quickly.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.