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Membership Associate

Goodwill TalentBridge -
Rosemont, IL

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Job Details

Temp-to-hire

Qualifications

Customer communication

Full Job Description

Position: Membership, Associate Status: Exempt

Reports to: Engagement and Retention Manager, Membership

Overview:
The Membership Associate reports to the Manager, Member Engagement and Retention and supports the membership application processes and member record administration across all categories; maintaining integrity of customer relationship management (CRM) data; promoting member benefits; supporting the department’s engagement initiatives; and maintaining file archive processes. The Membership Associate provides daily customer service for member-generated inquiries; coordinates the mailing list request and data research request processes; responds to general membership inquiries; and provides backup support to the receptionist.

The Membership Associate also performs other related duties or projects as assigned by the Manager, Member Engagement and Retention and/or AED, Governance & Membership.

Qualifications:

Proficiency in data entry and Microsoft 365 applications; ability and willingness to learn Association management software and new systems
Strong organizational, communication and customer service skills, with ability to tailor tone for a professional, credentialed audience
Strong attention to detail and commitment to accuracy
Ability to maintain flexibility in managing multiple priorities
Maintain quality output and timely responsiveness
Comfortable working with defined processes and systems; follows procedures consistently
Bachelor’s degree preferred
Prior professional membership association or customer service experience a plus

Key Accountabilities:

Membership application and member record administration
CRM data integrity administration
Mailing list request and member data inquiry coordination
Promote member benefits through daily member inquiries
File archive management
Receptionist backup

Detailed Description of Key Accountabilities:

Membership application and member record administration
Coordinate and support all aspects of membership application, onboarding, renewal and status change processes across all membership categories including thorough review of application data; updating database to reflect application data; creating membership orders; communicating with members about dues balances; and communicating with members about status changes.
Serve as a primary point of contact for general membership inquiries and provide accurate information.
Follow established workflows, procedures and checklists and elevate exceptions, discrepancies or policy-related questions to Manager.

CRM data integrity administration
Process member account updates received (verbal and written).
Review scheduled (weekly, quarterly, and monthly) data integrity reports.
Review Association returned mail and update database with new contact information; Communicate with members to verify contact information if not provided by mail delivery service.
Maintain accurate member records across all membership categories and support CRM data quality initiatives.

Mailing list request and member data inquiry coordination

Coordinate and support all aspects of internal and external mailing list and data research request processes, (including AAOMS Today, AAOMS Advantage partners, and OMSNIC membership roster reports).
Communicate progress of requests to Manager; escalate requests that fall outside of established policies or procedures for review.
Review received mailers for alignment with approved content and notify Manager of discrepancies.

Promote member benefits through daily member inquiries
Maintain foundational knowledge of membership categories and benefits through ongoing training and collaboration with Association staff.
Educate prospective and current members about membership categories and benefits, and coordinate with other departments when additional input is needed.
Support member engagement initiatives as directed by Manager.

File archive management

Responsible for file maintenance of all membership records (hardcopy and digital)
Archiving of membership records (past and present) to document management system

General responsibilities

Required to complete training for the Association switchboard and provide receptionist backup support as needed.
Proactively communicate operational issues, workflow/process challenges and other concerns to Manager.
Support membership-related projects, including dues mailing projects, member directory verification form processing, state relocation compliance processes, post-Annual Meeting mailing projects, membership status verification inquiries, membership certificate generation, dues receipt generation and other membership administrative activities as assigned.
Limited travel may be required to support AAOMS conference or practice management events, based on departmental priorities and staffing needs.

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