Member Recovery Specialist

YMCA of Metropolitan Atlanta•Atlanta, GA

About The Position

The Member Recovery Specialist works under the supervision of the MSC Membership Director to help members and program participants bring their accounts current. The role handles member account questions and issues through email, online chat, telephone, and written correspondence, while maintaining an empathetic and professional approach consistent with the YMCA’s values of honesty, caring, respect, and responsibility. The position also supports the collection and recovery function for assigned accounts, including researching account discrepancies, making account adjustments, processing payments and credit memos, and preparing daily recovery reports and other management reports. The specialist works with branch staff and members to communicate account concerns and outcomes, protects confidential personal and financial information, and stays informed about YMCA programs, services, and events. The role is based at the YMCA Leadership and Learning Center.

Requirements

High school diploma or GED.
At least 2 years of directly related customer service experience.
Excellent knowledge of computers, MS Office (Word and Excel), and Internet Explorer.
Ability to learn new software and search techniques quickly.
Excellent keyboard and 10-key skills.
Account management or collections experience.
Strong conflict-resolution and analytical skills.
Excellent written communication, including spelling, punctuation, and grammar, and excellent verbal communication.
Ability to communicate the value of belonging to the Y.
Outstanding telephone skills, including friendliness, appropriate tone, courtesy, and correct grammar.
Strong interpersonal skills and ability to work effectively as part of a team.
Ability to handle multiple tasks, work independently, solve problems, and manage time effectively.
Ability to learn quickly and adapt to changing environments.
Must complete SPIRIT POS training and YMCA of Metro Atlanta Recovery training within the first 30 days of employment, subject to training availability.
May be required to work shifts that include nights and weekends.
Ability to pass a pre-employment background check, including criminal record check, drug screening, motor vehicle record check, and reference check, according to company policy.
Must be legally eligible to work in the United States without current or future sponsorship.

Nice To Haves

SPIRIT certification.
Familiarity with online chat software.

Responsibilities

Read, resolve, and respond to inbound customer emails, including explaining issue resolutions.
Provide customer service through online real-time chat when requested.
Make outbound calls and follow-up calls to members and program participants to bring accounts current.
Resolve customer issues, answer questions, and perform requested actions on customer accounts.
Respond to credit and collections questions and address account discrepancies, including researching issues, obtaining missing billing information, and answering telephone inquiries.
Monitor and maintain the collection function for assigned accounts through recovery calls and written correspondence, account adjustments, customer reconciliations, and credit memos.
Collect on delinquent accounts by preparing and researching cases, making telephone calls, and following up with written documentation.
Prepare, review, research, and complete the Recovery Report daily.
Maintain communication with branch staff about the collection process, progress, and outcomes.
Research accounts and request account or billing changes to resolve customer issues.
Build and maintain effective, cooperative working relationships with members and staff.
Communicate and follow up effectively about account issues by phone, email, account notes, and mail.
Prepare and update management reports using Excel.
Process credit card payments.
Communicate the value of belonging to the Y and the benefits of the branch and the Y.
Sell memberships and programs using SPIRIT.
Arrive on time and adhere to dress expectations.
Maintain knowledge of the YMCA of Metro Atlanta and its programs and services, and stay current on branch and association programs and events.
Protect members’ and participants’ personal, program, and financial information.
Follow YMCA of Metro Atlanta risk and safety guidelines, best practices, and branch emergency procedures.
Attend required staff meetings and trainings, including SPIRIT POS and SPIRIT Back Office training.
Perform team assignments associated with the annual Why It Matters Giving Campaign.