Membership Account Representative - Corporate Office

GENERAL FUNCTION: Under the direction of the VP of Membership & Wellness the Accounting & Membership Support person will support the corporate office, by assisting with the daily operations of the branches by providing excellent customer service, and by having a clear knowledge of YMCA processes, programs, and services.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:

1. Minimum age of 21
2. Relevant experience in customer service; especially related to membership services

Physical/Mental Requirements:

1. Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit for extended periods of time, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, and have visual acuity to perform detailed tasks on a computer.
2. Must have ability to count and do basic accounting related math
3. Must communicate effectively; both orally and in writing
4. Must possess problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing environment
5. Must be able to show initiative in the absence of supervision
6. Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
7. Maintain a neat and professional appearance at all times

Job Requirements:

1. Commitment to the YMCA mission, vision and values
2. Must attend New Employee Orientation within 30 days of hire
3. Complete Membership Training in accordance with Conditions of Employment
4. Understand and abide-by all policies and procedures as set forth by the association
5. Work a schedule that reflects the needs of the branch; including evenings and weekends

JOB RESPONSIBILITIES

1. Providing excellent service by having knowledge of YMCA programs, services and systems.
2. Responding to all member and community inquiries and concerns within 24 hours – contact us, calls and emails.
3. Reviewing all membership paperwork and maintaining the accuracy of information entered. Correcting paperwork and doing any reversals as needed.
4. Completing daily branch cash reports and communicating money variances.
5. Reviewing and entering any necessary bank draft information for new members.
6. Reviewing and entering membership cancellations, upgrades, downgrades and all other pertinent membership data.
7. Updating any reporting and database record maintenance as necessary.
8. Providing excellent customer service through the following;
   1. handling all questions and concerns in a courteous, professional manner
   2. gathering feedback from members and sharing with supervisor to help improve service
   3. having a comprehensive knowledge of programs and facilities
   4. being prepared at all times to be courteous and helpful to members and staff
9. Tracking and accurately reporting of branch paperwork errors.
10. Maintaining accurate and up-to-date monthly progress sheets.
11. Assisting the membership desk at the branches during membership promotions.
12. Constantly improving the current service we provide by:
    1. attending mandatory staff meetings and trainings
    2. providing feedback and suggestions to improve services and/or systems
    3. maintaining positive comments regarding the Wichita YMCA on social network sites
    4. attending all required training sessions and scheduled meetings
13. Maintaining prompt hours and following established procedures for absences.
14. Supporting Strong Community Campaign fundraising efforts.
15. All other duties as assigned including cross training in other Metro functions.

EFFECT ON END RESULT: Ensuring positive member experience by taking ownership of memberships and ensuring achievement of association goals and objectives as it relates to membership engagement, satisfaction, and retention of members.