Membership Support Specialist

Under the supervision of the Senior Membership Services Director, the Membership Support Specialist will be responsible for the completion of accurate and timely administrative tasks focusing on supporting the membership department through account management and collections and the overall management of the Plymouth Branch. The Membership Support Specialist will uphold the employee code of conduct and will ensure that all areas of the job responsibilities reflect the mission of the Old Colony Y, and the regulating agency. The Membership Support Specialist will display and encourage the character traits of caring, responsibility, honesty and respect in the fulfillment of all job duties.

Department Responsibility:

Support the Membership Team by managing cancellations, holds and other TractionRec procedures needed

Assist with schedule for welcome center representatives

Understand the inner workings of all systems and communicate to the membership team the best way to manage current promotions and new procedures

Manage and run reports, communicate with past due accounts using mail, email, and phone

Develop procedures to better recruit and retain new and existing members

Complete daily reconciliation reports for branch reconciliations

Assist with decline calls and report on outstanding balances

Support the running of special events as time permits

Assist Membership Recruitment and Engagement Director with daily and special event needs

Assist with all membership support functions including tours when necessary

Assist Welcome Center with member questions, account issues, batch concerns, refunds, adjustments and scholarships

Weekends and Evenings as needed

MOD duties (overseeing on duty staff while MOD)

Fiscal Responsibility:

Daily cash Reconciliation and Reporting

Maintain and manage all records and deposits

Maintain contact with members to maintain billing discrepancies, i.e. adjustments, refunds, collections

Maintain safekeeping of Branch funds and credit cards

Facility/Housekeeping Responsibility:

Maintain neat, clean and organized desk/office area

Mission Advancement : Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration : Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness : Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth : Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Plymouth Branch