This is a temporary to permanent position that will require the candidate to become an employee of our outside third-party temp to perm agency for a minimum of 14 weeks prior to any offer being extended. During the temp to perm period the candidate will work Monday-Thursday in the office and be able to work remotely on Friday. This is not a fully remote position.
Small 50-60 close knit staff, 11,000-member specialty association. Average staff tenure is 11+ years. Great benefits & working environment.
Office open with most staff currently working 3 days per week in the office and 2 days per week working remotely. This is not a fully remote position. Must be able to reliably commute to the office 3-4 days per week.
Location
Rosemont, Ill.
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.
