Membership Service Center Specialist

Job Description:

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state. 

At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

NATURE AND SCOPE:

Under the direction of the MSC Membership Director, the Member Service Center Specialist will build personalized relationships that will provide administrative support for the YMCA of Metro Atlanta Membership Department.   The Member Service Center Specialist will be responsible for working with members and program participants to ensure current and retained membership accounts while processing incoming payments, providing alternative payment options for members who are experiencing financial hardship, and maintaining member accounts.  Member Service Center Specialist will also perform data entry, typing, filing, mailing, phone communications, SPIRIT processes, and member services.  Member Service Center Specialist must perform program responsibilities in accordance with the policies, organizational competencies, mission, and values established by the YMCA of Metro Atlanta.

RESPONSIBILITIES (including, but not limited to):

• Adhere to and implement all policies and procedures listed in the Membership Administrator’s Handbook and Recovery Handbook, facility policies and procedures related to Membership.
• Ensure privacy requirements are met by not sharing personal information about members and program participants, including but not limited to:  phone numbers, addresses, program attendance, financial information, and personal/financial situations.
• Handle all record-keeping and invoicing of annual/semi-annual memberships.
• Promote YMCA programs, register participants, and use SPIRIT system for receipting memberships/programs, and input SPIRIT programs, as needed.
• Adhere to and implement all policies and procedures listed in the Membership Administrator’s Handbook and Recovery Handbook, facility policies and procedures related to Membership.
• Ensure privacy requirements are met by not sharing personal information about members and program participants, including but not limited to:  phone numbers, addresses, program attendance, financial information, and personal/financial situations.
• Handle all record-keeping and invoicing of annual/semi-annual memberships.
• Promote YMCA programs, register participants, and use SPIRIT system for receipting memberships/programs, and input SPIRIT programs, as needed.
• Prepare individual month-end recovery reports for facility leadership.
• Demonstrate ability to communicate the overall value of belonging to the Y as a well as the benefits of the branch and Y as a whole. 
• Arrive to work on time, and adhere to dress-code expectations.
• Participate in membership retention and customer-service functions as needed.
• Demonstrate proficiency in selling Y memberships to families and individuals while providing excellent service.
• Remain educated and up-to-date on all current issues regarding Y programs and events at both the Association and branch levels.
• Attend all required staff meetings and trainings, including but not limited to SPIRIT POS, SPIRIT Membership Administrator/Back Office, and Coach Approach Training for Membership.
• Perform team assignments associated with the annual “Y it Matters” Giving Campaign.
• Perform other duties as assigned.
• Monitor and maintain all functions related to collections through recovery calls and/or written correspondence, account adjustments, member reconciliations, and credit-memo processing. Prepare Recovery report on daily basis.
• Maintain communication with branch membership staff members as it relates to the collection process, progress, and outcomes.
• Process daily membership applications, cancellations, changes, and renewals for all program and facility memberships.
• Manage membership auto-charges and bank drafts.  Maintain updated records and processes for all declined charges and open invoices.
• Provide payment plan options for members who are experiencing financial hardship and provide written documentation of any financial agreements or fulfillments to ensure accuracy and honesty.
• Must be available to work at least three, four-hour shifts per week and must have flexibility to work alternate schedules, including evenings and weekends, if assigned.
• Knowledge of and compliance with the Metro Atlanta YMCA risk and safety guidelines, best practices, and emergency procedures.
• Teach promote, and practice the guiding principles of the Y while incorporating character values of honesty, caring, respect, and responsibility.

REQUIREMENTS:

• One year of college or business school and two years of office experience preferred.
• Two or more years of account management or collections experience required. 
• Working knowledge of computers, Microsoft Office (Word and Excel) and Internet Explorer/Google Chrome.  Ability to process 60 wpm, and familiarity with online chat software are preferred.
• Two or more years of customer service experience (paid or volunteer experience).
• Ability to handle multiple tasks, to work independently, to problem-solve, and to employ effective time-management skills.
• Must possess strong customer-service skills, conflict/resolution skills, and analytical skills.
• Excellent written and verbal communication skills via modes of phone and e-mail communication (including proper spelling, punctuation, and grammar). 
• Must complete the SPIRIT POS training and complete SPIRIT Certification, Back Office Systems Administrators, and the YMCA of Metro Atlanta Recovery training within the first 30 days of employment (contingent upon availability of trainings).
• Must have current CPR certification or obtain CPR certification within 60 days of employ.
• Must possess a high degree of human-relations skills, must be able to facilitate member interaction and socialization, and should be considered a team player by members, co-workers and management staff.
• Pass a criminal background check and drug screening.

PREFERRED REQUIREMENT:

• Bilingual - Spanish fluency

ERGONOMICS:

Sitting (two-to-three hours at a time), bending, stooping, standing, 80% repetitive keyboard input.

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

Employment Requirement: 

• Ability to pass a pre-employment background check including Criminal Record check, Drug Screening, motor vehicle record (MVR) and reference check according to company policy.

• Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for like minded people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.

Location:

YMCA Leadership and Learning Center