Member Services Associate
About The Position
At ULI, Customer Service Associates are the first point of contact for ULI members and non-member customers to provide information about ULI services, programming, and events. Associates resolve any challenges that members may face with accuracy and efficiency. The responsibility of the Associate, Customer Service Operations is to provide tier-two service in the region, including response via email and phone; and acting as an escalation point for the Americas Contact Center. This role primarily provides support to individual and group membership programs. The Customer Service Associate is to ensure excellent service standards are maintained by responding expeditiously and efficiently to customer inquiries with the goal of maintaining the Institute’s high customer satisfaction rating. This position is integral in ensuring that ULI accomplishes its strategic goals relative to member engagement. The Associate must have proficiency for working in databases, thrive in a fast-paced environment, strong communications skills (verbal and written), good process execution skills, able to recommend efficiencies and process improvement; and has a strong service-oriented work ethos. They must also be comfortable working as part of a global shared-service structure with remote colleagues and support local stakeholders' service requirements while fully executing assigned duties.
Requirements
- Strong customer service orientation
- Proficiency working in CRM/database environments
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Professional written and verbal communication skills
- Ability to work independently while collaborating across teams
- Ability to travel for events
Nice To Haves
- Familiarity with nonprofit organizations or membership organizations
- BA/BS degree preferred
Responsibilities
- Individual and Group Membership Processing and Support
- Creates, updates, renews, and cancels ULI memberships.
- Manages and creates complex invoices via CRM and processes all payments.
- Serves as Public Agency and University Connections membership processing SME.
- Resolves complex membership payment issues.
- Handles comp membership/registration lists for special programs.
- Supports lockbox batch processing.
- Quality Control reports
- Monthly renewal package QCs.
- Weekly AR QCs.
- Miscellaneous data management QC.
- AR membership invoice management
- Tracks open Public Agency invoices, communicates regarding overdue payments.
- Tracks partial payment invoices.
- Handles unidentified credits in CRM: transfers credits to invoices, matches credits to invoices in CRM.
- Contact Center Tier 2 requests
- Responds to escalated requests.
- Responds to requests requiring staff management.
- Processes membership cancelation requests.
- Event Set-up/Registration Operations
- Supports District Council event set-up/registration in CRM
- Travels to provide onsite support for Fall and Spring Meeting registration operations and District Council/HQ/Regional events as needed.
- Department Operations Support
- Provides support to the Vice President and processes department invoices.
- Tracks and processes vendor invoices/payments in Intacct.
- Creates and updates customer profile information/demographics in the database.
- Assists in invoicing and issuing receipts upon internal and external requests.
- Processes credit card refunds.
- Participates in global customer service training sessions and calls.
- Supports overflow customer service tasks during peak periods in ULI Asia Pacific and Europe as part of the global team.
- Participates in User Acceptance Testing as needed for customer support platforms.
- Reports errors/bugs from all customer support databases and member interface platforms.
- Provides training support for the Americas Contact Center agents including the creation of documentation.
Benefits
- ULI offers a comprehensive benefits package including health, dental, and life insurance; generous vacation leave; and a retirement plan with employer match.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
