Mbr Ops Assoc III (N0558)

IEEE•Piscataway, NJ

About The Position

The purpose of this position is to support the IEEE Member and Geographic Activities (MGA) organization by performing the functions that ensure the timely and accurate delivery of products and services for IEEE members, volunteers and customers. This position within the Member Operations unit of MGA is responsible for efficiently processing a variety of service requests, orders and payments in a manner that achieves an overall goal of delivering an exceptional member experience. Member Operations collectively manages the service order and payment processing for new and renewing IEEE members and affiliates, and operates the global programs for Senior Member elevation and Geographic Unit inaugurations. Success factors for this position include the personal characteristics, development and maintenance of essential skills that; • Support progressive growth and effectiveness in performing assigned work. • Are necessary to deliver exceptional member / volunteer / customer service experiences. • Maintain efficient workflow practices and processing volumes. This position will typically report to a Supervisor or Manager of Member Operations.

Requirements

Ability to perform most office computing and communication assignments using the following tools (examples): PC/Laptop computer equipped with Apple or Microsoft system software, and the Microsoft Office Suite (Word, Excel and PowerPoint).
Unencumbered use of email and cloud services such as Google Mail and Google Apps (Google Drive, Calendar, Sheets and Docs, etc.) as well as other common Internet/web resources.
Knowledge and experience using the advanced features of the Microsoft/Google Office suite (e.g. pivot tables, import/export, template creation, formula creation, merge functions, etc.) for data management, analysis and reporting tasks. Strong data and process analysis skills using complex data models and business rules. Able to create and apply formulas and logic to produce results.
Knowledge and ability to use the various analytical and information repositories and business rules of IEEE to create and operate complex queries and reports. Research skills using the internet and related online resources. Able to identify and use credible online resources and complex search criteria to complete work assignments.
Skill to effectively communicate (verbal and written) with members, volunteers, and other customers having multi-cultural backgrounds is essential. Demonstrates knowledge and sensitivity to the needs and aspirations of these stakeholders.
Learns and demonstrates familiarity with organization wide process and performance goals.
Responsibly acts to avoid and/or escalate performance or process situations that impact IEEE's mission and business objectives.
Consistently demonstrates the abilities and motivation to meet and/or exceed designated performance goals for the tasks that support internal and external customers; acts with the customer in mind.
Demonstrates effective priority setting using experience while working under general supervision. Spends his / her time and the time of others on what’s important. Can quickly sense what will help or hinder accomplishing a goal.
Skills and ability to complete detail oriented work assignments, applying critical thinking and effective research to solve problems.
Ability to self-identify and independently act on requirements to meet the demands and performance goals of an environment with constantly changing priorities. Able to self-manage and monitor daily workflow to meet department standards while working under limited supervision.
Understands, interprets and maintain work processes and tasks that properly support IEEE Policies and IEEE By-Laws. Demonstrates complete familiarity with organization wide process and performance goals.
Establishes and maintains strong working relationships inside IEEE and throughout the global community of customers, members and volunteers.
Personally committed to and actively works to continuously improve personal skills; works to deploy strengths; works on compensating for weaknesses and limitations. Pursues ongoing training opportunities to develop job skills, product/service knowledge and best practices related to job growth and fulfillment.
Demonstrates the highest degree of professionalism when dealing with time-sensitive and confidential information.
Projects a positive, professional image of self and of the IEEE to ensure productive relationships with internal and external customers.
Is trusted and considered a direct and truthful individual; keeps confidences; admits mistakes; doesn’t misrepresent interests for personal gain.
Possesses and demonstrates the ability to learn and operate the following business systems and applications at the level(s) indicated below;
Oracle - Financials (Payments and Invoices) - Find and apply matching payments in Oracle to orders. Able to do credit memo/debit memo at an individual member level, move money, close batches.
Feith (Electronic Document and Workflow Tool) - Able to find a document using different Feith fields (Doc ID, Member#, etc.). Knowledge and ability to identify and modify Feith document data to apply business rules. Must possess knowledge of business rules and tasks to apply judgment of actions to properly complete more complex tasks such as insert sheets to place document into the correct workflow.
Siebel (Customer Data & Order Processing) - Able to search and update member/customer profile related information for non-payment related orders. Able to process payment / orders based on business rules. Advanced knowledge of business rules and Siebel functions enabling ability to identify errors in Assets/Orders, and fix records if needed.
Tableau (Data Warehouse) - Able to run a report based upon existing and available queries. Must possess knowledge of business rules and be able to create a query in different subject areas to research and solve business requirements.
H.S. diploma Req
2-4 years experience supporting external customers and customer support / order processing functions or related work activities Req
Ability to work extended business hours as needed to meet critical business demands
Ability to work from home during unplanned office closures (e.g. weather) using company supplied Laptop PC
Ability to travel with the presence and experience to represent IEEE processes in remote locations around the world
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.
For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements. This position is classified under Category I - Office Positions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Nice To Haves

Associate's degree or equivalent experience Pref

Responsibilities

Directly support (research and solve) incoming and outgoing member / customer inquiries and service requests that may span the order processing, account update, senior member and geo-unit petition processes.
Process incoming New Member Applications, Renewals, and Other Requests, working independently with minimal supervision.
Process Non-Standard order requests. (Including the following: Complimentary Society Membership; Certificate/Pin/Plaques, etc.)
Work directly with members providing requested group invoice / receipt, track payments, and provide confirmation back to member.
Work on Special Requests using Oracle Financial Reports. (Includes one or multiple of the various Money on Account purpose codes, etc.)
Regularly maintain and update operational procedures to ensure accuracy and currency.
Coordination of all logistical aspects of senior member panel review sessions, work closely with internal MCE operating unit.
Support panel meeting process, answering volunteer questions while reviewing applications.
Support post panel meeting processes including, survey to panelists, running elevation, deferred & denied noticies, and creating weekly and post meeting reports
Work with internal staff to coordinate IEEE Presidents congratulatory letter and employer notification letter sent to elevated senior members.
Maintain and perform vendor communications and ordering to coordinate SM plaques for elevated members, departmental supplies, PCard account management and budget account reconciliation. Evaluates costs and time schedules for inventory and cost management.
Validate new Geo-Unit Formation Petition submissions.
Analyze and process geographic unit formation/status change requests and work with all levels of external volunteers/internal society staff regarding any issues with geographic unit formations.
For Approved petitions, Create new SPO Accounts, send interim notices, Prepare Welcome Letters and send, once approved.
Update Member Operations web pages (SM elevations, petitions, etc.) as set by metric and schedule. Compile and maintain historical activity and performance statistics.
Verify group payments, research wire transfer or unidentified payments.
Process all types of Group Order Requests (Regular, Challan, Custody, HKN & Promo requests.)
Participate and perform Renewal Testing: responsible for data integrity and validating product set-up during the testing cycle.
Collect, organize and provide weekly / monthly / quarterly departmental activity reports. (e.g. Work In Process, Petitions Status Reports, Senior Member Status Reports, etc.).
Work with internal IT staff on system issues with business applications supporting Member Operations.
Creates various data analysis reports to provide general statistics and trends for projects and group activities.
Note: This position may occasionally include the functions normally assigned to a Member Operations Associate I or II position:
Extract, date stamp, batch and sort incoming mail according to payment type: (checks, credit cards, life no payment, group payments, etc.) Verify that all Checks received are restrictively endorsed; this process involves stamping the back of each check.
Scan and index (100%25 verification) incoming mail into Feith according to the designated workflow and business rules.
Review, research and process necessary details related to member profile (including, school unknown report, employer unknown report, obituary notices, contiguous section requests, etc.)
Process Back Issues / Replacement orders.
Providing requested information for various audits, BPA and Post Office.