Member Recovery Specialist

YMCA of Metro Atlanta•Atlanta, GA

5d•Onsite

About The Position

The Member Recovery Specialist works under the supervision of the MSC Membership Director and helps members and program participants bring their accounts current. The role resolves customer inquiries and account issues through email, online chat, telephone, and written correspondence, while communicating empathetically and upholding the YMCA’s values of honesty, caring, respect, and responsibility. The specialist also conveys the value of YMCA membership and programs, supports the collection and account-recovery process, and maintains cooperative relationships with members and staff. The position requires knowledge of YMCA of Metro Atlanta programs and services, adherence to privacy and safety requirements, participation in meetings and training, and timely attendance in accordance with dress expectations. The role is located at the YMCA Leadership and Learning Center. Employment is contingent on meeting background-check, drug-screening, motor-vehicle-record, reference-check, and U.S. work-eligibility requirements.

Requirements

High school diploma or GED.
At least 2 years of directly related customer service experience.
Excellent computer skills and knowledge of MS Office, including Word and Excel, and Internet Explorer.
Ability to learn new software and search techniques quickly.
Excellent keyboarding and 10-key skills.
Account management or collections experience.
Strong conflict-resolution and analytical skills.
Excellent written communication, including spelling, punctuation, and grammar, and strong verbal communication skills.
Ability to communicate the value of belonging to the YMCA.
Strong 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, contingent on training availability.
May be required to work shifts that include nights and weekends.
Must pass pre-employment background, criminal-record, drug, motor-vehicle-record, and reference checks according to company policy.
Must be legally eligible to work in the United States without current or future sponsorship.
Physical demands include bending, stooping, standing, lifting, seeing, hearing, keyboard input for 80% of work, and sitting; must be able to remain seated for 2–3 hours at a time and for over a 4-hour day.

Nice To Haves

SPIRIT certification.
Familiarity with online chat software.

Responsibilities

Read, resolve, and respond to inbound customer emails, explaining issue resolutions to customers.
Provide customer service through online real-time chat when requested.
Make outbound calls and follow-up calls to help members and program participants bring accounts current.
Resolve customer issues, answer questions, and perform requested actions on customer accounts.
Respond to credit and collections questions and address discrepancies, including researching issues, obtaining missing billing information, and answering telephone inquiries.
Monitor and maintain collection activity for assigned accounts through recovery calls, written correspondence, account adjustments, customer reconciliations, and credit memos.
Collect on delinquent accounts by researching, calling, and following up with written documentation.
Prepare, review, research, and complete the daily Recovery Report.
Communicate with branch staff about collection processes, progress, and outcomes.
Research accounts and request account or billing changes to resolve customer issues.
Maintain effective and cooperative working relationships with members and staff; communicate and follow up 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 YMCA membership and branch and YMCA benefits.
Sell memberships and programs using SPIRIT.
Stay current on YMCA programs and events at branch and association levels.
Protect member and participant privacy and personal information.
Follow YMCA 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.
Arrive on time and adhere to dress expectations.