Director Member Account Services

YMCA•Birmingham, AL

About The Position

Under the direction and support of the Executive Director, Member Account Services and the CFO, responsibilities will include utilizing available technology and human resources to successfully direct and execute processes supporting the accuracy, integrity and positive experience around patron accounts (membership/program/donor/guests) to protect and promote association revenue. Serve as the Team Lead, possessing full knowledge and necessary skills to perform, support, and train all responsibilities of Member Account Services staff supporting our core services and related administrative, business, and accounting functions.

Requirements

Define and enforce a workflow schedule and timeline necessary to successfully support and achieve departmental and association goals and priorities
Proficient use and integration of Operations software, Microsoft products, and email platform
Understand, comply with, and apply Association policy, procedure, and SOPs
Ability to properly handle sensitive financial information of YMCA patrons
Champion an atmosphere and culture of teamwork and service to others
Ability to work autonomously and lead a team while achieving a common vision around service, operations, and support
Actively participate in required YMCA trainings
Work collaboratively with the Director, Member Data & Systems, to function effectively and in compliance with Data and System Standards, Reporting Requirements and Operational Efficiencies
Supervisory experience required
Previous experience and proficiency with the current CRM required
Professional experience in the customer service industry required
Proven leader who strengthens internal communications with staff at all levels and promotes a positive and supportive work environment.
Understanding of accounting concepts and industry standards
Proven ability to work effectively in a team environment
Proven organizational skills
Superior written and verbal communication skills
Successful at multitasking and task management
Commitment to excellent service
High function in harnessing a variety of technology tools to provide seamless service
Proven ability to adapt, implement, and train out rapidly changing processes
Ability to sit or stand for extended periods while performing office tasks.
Ability to operate office equipment
Effective verbal and written communication skills

Responsibilities

Oversight and coordination of staff schedules and processes, resulting in optimal department coverage and service delivery
Facilitate and perform duties necessary to manage, account for and audit CRM data and revenue.
Serve as direct support for Member Account Services Representatives, providing leadership, training, and direction for efforts affecting YMCA patrons, colleagues and association success.
Carry out processes utilizing technology platforms to successfully support initiatives necessary for the association's financial and service success.
Collaborate with association and departmental leaders to effectively harness technology platforms to achieve department, branch, and association success
Lead and mentor holistic and service-oriented systems management supporting YMCA patron accounts, corporate accounts, rentals, programs, guests, membership, and donors
Effective carry out processes related to fees, registrations, pledges, billing, receivables, collections, revenue, recurring drafts, manual payments, deposits, payment returns, account changes, system updates, invoices, patron inquiries, related payroll and accounting functions & training
Execute high-level database management and back office administration necessary for the most seamless service and member experience while also supporting operational, accounting, and compliance requirements
Perform any requested administrative and service-related functions as necessary for the success of the Y, its patrons, and employees.
Full ability to not only direct and support, but when necessary, perform the Principal Activities of any Member Account Service Representative and department responsibilities