Membership Service Center Specialist

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