Member Services Manager

WILTON RANCHERIA•Elk Grove, CA

3d•Onsite

About The Position

The Member Services Manager is responsible for the administration of General Welfare and Per Capita programs, ensuring services are delivered accurately, efficiently, and in compliance with Tribal laws and policies. This position also provides direct support to Tribal Citizens by addressing inquiries, resolving issues, and ensuring access to services in a professional, culturally responsive, and confidential manner.

Requirements

High school diploma or GED required.
Five (5) years of relevant administrative, program, or customer/member services experience.
At least one (1) year of supervisory or lead experience, or demonstrated ability to provide direction, oversight, and performance management of staff.
Must successfully pass a pre-employment background check and drug screening.
Must be able to work occasional evenings and weekends as required for meetings and trainings.
Must be able and willing to travel as required for training, meetings, and other official Tribal business.
Must possess a valid, unrestricted California driver’s license and be insurable under Wilton Rancheria’s auto insurance requirements.
Ability to interpret and apply Tribal laws, Constitution, and ordinances.
Knowledge of Tribal communities, with preference for familiarity with the Wilton Rancheria Tribal community.
Knowledge of records management and/or accounting principles, including maintaining accurate, confidential, and legally compliant documentation.
Ability to interpret and apply Tribal policies, resolutions, and Enrollment Committee decisions.
Strong organizational skills with a high level of accuracy and attention to detail.
Ability to manage sensitive and confidential information with discretion and integrity.
Ability to maintain and update databases and filing systems efficiently.
Proficiency in word processing and spreadsheet software (e.g., Microsoft Office Suite).
Familiarity with customer or similar database management systems.
Strong written and verbal communication skills, including the ability to prepare formal correspondence and reports.
Ability to provide excellent customer service to Tribal Members and the public.
Ability to manage multiple priorities, multitask effectively, and meet deadlines.
Ability to exercise independent judgment and decision-making within established guidelines.
Ability to collaborate effectively with Tribal leadership, staff, external agencies, and vendors.
Ability to effectively engage with individuals utilizing de-escalation techniques, empathy, professionalism, and culturally appropriate responses.

Responsibilities

Oversee the administration of General Welfare and Per Capita program services.
Coordinate the distribution and collection of quarterly member applications and surveys, and review for completeness and eligibility.
Ensure General Welfare distributions comply with all applicable Tribal laws, policies, and procedures
Maintain accurate, confidential, and well-organized records of benefits and services provided to Tribal Members.
Research, analyze, and resolve issues related to General Welfare and Per Capita payments, including discrepancies or eligibility concerns.
Respond to member inquiries, concerns, and complaints in a professional, timely, and culturally appropriate manner.
Collaborate with internal departments to facilitate referrals and provide comprehensive support services to Tribal Members.
Respond to income verification and 1099 requests from Tribal Members, external agencies, and internal departments.
Process direct deposit requests.
Oversee Legal Aid Program for Tribal Members.
Plan and coordinate annual Tribal Member holiday events.
Prepare reports and documentation for review by Tribal leadership, including the Chairperson and Chief Administrative Officer, as requested.
Prepare and submit quarterly and annual reports to the Chief Administrative Officer; present findings to Tribal Council as required.
Draft and prepare official correspondence to Tribal Members, external agencies, and vendors.
Provide accurate reports and information to Tribal departments upon request.
Contribute to the Tribal monthly newsletter by providing clear, timely updates on division program services to keep Tribal membership informed and engaged.
Attend and actively participate in staff meetings, special meetings, and professional development trainings.
Develop and implement procedures, controls, workflows, and continuous improvement strategies to enhance program effectiveness.
Maintain and update Tribal databases, filing systems, and Tribal Member contact information to ensure accuracy and accessibility
Assist Tribal Members with accessing and navigating the “Members Only” website.
Collaborate with the Enrollment Officer to maintain accurate and up-to-date membership records.
Perform general administrative duties, including mail distribution, filing, document preparation, copying, and shredding
Provide leadership, direction, and supervision to Member Services staff, including assigning work, monitoring performance, and supporting professional development and training.
Perform other duties as assigned by the Supervisor.