Member Services Coordinator

Stephens Family YMCA•Champaign, IL

About The Position

The Member Services Coordinator supports the Stephens Family YMCA’s mission of strengthening community through youth development, healthy living, and social responsibility by ensuring excellence in membership operations, financial processing, and front desk leadership. This position oversees membership account management, billing accuracy, member engagement initiatives, and administrative operations. The Coordinator ensures consistent service standards, accurate financial documentation, and strong operational support for Member Services staff. This role requires strong organizational skills, financial accuracy, discretion, and the ability to lead in a fast-paced, service-driven environment.

Requirements

High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
Minimum of two (2) years of customer service, membership administration, or related experience.
Strong organizational skills and exceptional attention to detail.
Proficiency in Microsoft Office; experience with membership software (Daxko preferred).
Excellent verbal and written communication skills.
Ability to manage confidential financial information with discretion.
Ability to relate effectively to diverse populations and maintain professionalism in all interactions.
CPR/First Aid certification (or ability to obtain within 90 days of hire).

Nice To Haves

Previous supervisory or team leadership experience preferred.

Responsibilities

Membership Account & Billing Management
Process membership change forms, cancellations, renewals, and new enrollments.
Manage billing adjustments, prorated charges, refunds, service charges, and payment scheduling.
Review and resolve duplicate accounts and system discrepancies; generate monthly duplicate account reports.
Oversee guest pass usage and ensure proper billing procedures.
Maintain accurate digital and physical membership records, audit files for compliance and completeness.
Apply Y Bucks and authorized credits to member accounts.
Ensure clear documentation and communication regarding all financial transactions.
Financial Processing & Administrative Support
Process refunds and payment adjustments accurately and timely.
Assist with internal billing coordination, including HEAT billing and related financial tracking as needed.
Maintain organized filing systems and financial documentation.
Order and manage office supplies.
Register full-time staff for conferences and professional development.
Schedule management meetings and assist with administrative coordination.
Member Engagement & Retention
Process new member applications and referral documentation.
Coordinate Refer-a-Friend incentives and recognition programs.
Conduct member outreach including welcome calls, billing reminders, and engagement communications.
Support program enrollment verification and eligibility requirements.
Promote a member-focused culture that prioritizes retention, satisfaction, and community connection.
Front Desk Operations & Staff Support
Provide ongoing operational support to Member Services staff.
Ensure consistent implementation of front desk procedures and update training materials as needed.
Assist with recruiting, onboarding, training, scheduling, and supporting Member Services staff.
Help prepare monthly staff schedules and monitor coverage needs.
Lead or participate in regular Member Services meetings.
Maintain front desk materials, information boards, and operational manuals.
Provide front desk coverage during peak times or staffing shortages.
Leadership & Culture
Model relationship-building skills and foster a welcoming, inclusive environment.
Handle and resolve member concerns professionally and escalate when appropriate.
Maintain confidentiality of all membership and financial information.
Apply YMCA policies consistently and uphold organizational standards.
Perform other duties as assigned in support of the YMCA mission.