JOB TITLE: Member and Chapter Relations Coordinator
DEPARTMENT: Membership and Engagement Department
REPORTS TO: Director, Member Engagement
POSITION TYPE: Full-Time
The Member and Chapter Relations Coordinator functions as a primary membership liaison and is responsible for the processing and reporting of all member and chapter-related items. Performs a variety of member support tasks related to the Association’s membership, general inquiries, new member and renewal processing, and volunteer program support. The Member and Chapter Relations Coordinator must be fluent in all aspects of the Association and its offerings, products, and services in order to effectively respond to member, prospective member and general inquiries. Provides administrative support for internal staff members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serves as the primary membership liaison by assisting customers with membership issues and concerns. Responds to, or routes to the appropriate individual, inquiries received via incoming calls or email. Identifies trends from membership inquires received to improve overall membership satisfaction.
Assists in processing membership applications, changes to member profiles and types, as well as all check, lockbox, credit card, and electronic transfer membership renewals and new application payments. Follows up on unidentifiable payments.
Provides support on issues pertaining to chapters and regions.
Processes monthly component reports and updates within database, including chapter escrow and any required forms.
Serves as an expert in supporting our members and volunteers and is knowledgeable in all aspects of the Association’s offerings, products, and services.
Assists with incoming membership issues and concerns. Responds to, or routes to the appropriate individual, inquiries received via incoming calls or email.
Serves as the backup to other member services department staff members.
Assists in the creation of and tracking of data related to association and membership goals. Identifies trends to improve overall membership satisfaction.
Maintains department standard operating procedure documents.
Additional duties as assigned.
To perform this job successfully, an individual should have the following education, experience, competencies, and language skills:
High School Diploma or equivalent required.
Associate or Bachelor’s Degree in Business preferred.
Computer proficiency and experience with Microsoft Word and Excel.
Two years of related customer service experience and/or training required.
Experience working in an Association Customer Service role preferred.
Experience and education requirements may be satisfied with equivalent combination of education and experience.
Must exhibit a professional image, customer empathy, and exceptional service attitude at all times.
Listens and responds effectively to customer questions and resolves customer problems within the parameters of the Association’s procedures and policies.
Must exhibit initiative, able to use good judgment, problem solving skills and take appropriate action.
Ability to plan, prioritize and maintain workflow and overcome minor obstacles while working within established procedures as well as ability to adapt to changing conditions.
Requires strong attention to detail, good organizational skills with a high degree of accuracy while working in a fast-paced work setting.
Must be a self-starter with ability to work with general instructions with supervisory review for areas requiring new approaches or outside the individual’s base of knowledge.
Language Skills (includes mental, verbal, writing skills)
Ability to communicate clearly and professionally with customers and coworkers.
Requires strong written and verbal communication skills. Attention to grammar and writing etiquette is important.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information in one-on-one situations to Association management, Association members and other Staff Members of the Association.
Ability to interpret a variety of instructions, rules, policies, and procedures that may be furnished in written, oral, diagram, or schedule form.
Ensures understanding by asking clarifying questions and restates understanding for confirmation.
ACCOUNTABILITIES AND MEASURES
Complete all responsibilities in a timely and accurate manner in order to meet customer needs and remain cost effective.
AMERICANS WITH DISABILITY SPECIFICATIONS
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is routinely required to stand; walk, sit; speak; hear; see; use hands to handle objects.
Specific vision abilities required by this job include close vision and ability to adjust focus.
The employee is routinely required to lift and carry objects up to 20 lbs.
Must be able to listen and speak with a variety of individuals inside and outside the organization.
Must be able to concentrate/focus with constant interruptions.
While performing the duties of this job, the employee will typically be in an office environment.
Telecommuting is allowed.
About ARMA International
ARMA International is a community of professionals in the information management and information governance industry, providing educational resources and networking opportunities at home and around the world.