Specialist, Member Liaison

Want to work for a great Organization?

The American Bankers Association is the banking industry's champion. Joining ABA makes you part of a team that: • has Extraordinary People - ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry. • has Unmatched Scope and Scale - ABA's unparalleled information and services keep members current, knowledgeable and prepared. • is Impact-Driven - ABA has a proven record of bringing about positive change for our members and the industry. We take action and achieve results. Plus competitive pay, an outstanding benefits package, a convenient DC location, a professional collegial work environment and an opportunity to work on issues of national significance equals a winning combination!

Click Here to review ABA's holistic approach to Benefits and Total Rewards.

Employer of Choice: ABA is recognized with a 2023 Great Company Culture Award and 2024 Great Place to Work designation!

Job Description:

Provide excellent customer service to ABA's internal and external customers. The Specialist assists in the operation and management of all activities of the Member and Customer Support area.  The Specialist serves as the first line resource for supporting ABA customers in accessing and using ABA products and services, processing orders/transactions, and registrations.  This role is responsible for monitoring the support tier structure that ensures customers receive an escalated support path, timely and accurate resolutions, and an overall world-class experience that promotes customer satisfaction and retention. 

This position requires strong verbal and written communication and the ability to work in a structured environment.  Adherence to the department’s policies and standards (accuracy, attendance, etc.) is a capstone to success.

This role requires knowledge and use of CRM software, Learning Management System (LMS) ABA used for online training programs, and various other Microsoft Office software programs. 

Key Responsibilities:

Support the tier structure to ensure priority handling of customer support requests. This includes the delegation of tiers to other ABA resources to ensure Service Level Agreement (SLA) goals are sustained. Ensure contact management tracking using departmental systems and software.

• Respond to and resolve customer support requests promptly and satisfactorily to customer standard, ensuring that all requests are resolved in a prompt, professional and personable manner, meeting OME's customer support objectives. These request channels include email, phones, live chat etc.
• Perform data entry of various types of orders (for products and services and event registrations) in an accurate and timely manner, adhering to departmental policies of timeliness and accuracy.
• Support the online training business by performing password resets, answering transcript questions, running reports, processing registrations, and a wide range of questions/issues related to the ABA’s Learning Management System.
• Assist other departments with priority tasks and projects (i.e. contract enrollments etc.).

Additional responsibilities:

• Process inquiries regarding cancellations, transfers, and refunds, and perform appropriate resolve customer issues.
• Work along with the accounting department to complete transactional responsibilities.
• research to Participate in departmental weekly staff meetings and attend other association-wide meetings.
• Perform all other duties as assigned.

Requirements:

• High School Diploma or educational equivalent.
• 2-5 years of previous customer service experience required.

Ability to successfully:

• Strong verbal communication skills, verbal and written. Ability to communicate clearly and effectively while displaying strong grammar, spelling, and punctuation.
• Successfully manage multiple priorities in a high-volume environment while meeting deadlines.
• Establish and maintain tactful, courteous, and effective working relationships with customers.
• Handle sensitive materials with discretion.
• Identify and resolve problems promptly and efficiently.
• Work successfully in a highly structured, goal-oriented environment.
• Display strong technical aptitude with the ability to successfully learn new systems.
• Strong, consistent attention to detail.  
• Understand and apply effective customer service principles and practices.
• Work successfully in a team environment.
• Work independently while remaini