Member Value Associate

Florida Institute of Certified Public Accountants•Orlando, FL

3d•Onsite

About The Position

The Member Value Associate is responsible for the daily interaction with FICPA members, prospective members, and CPE registrants. The position also provides and processes information in response to inquiries, concerns and requests about products, benefits, and services, while representing the FICPA.

Requirements

Must be able to work from the Orlando office Monday-Wednesday
Graduation from high school or an equivalent certificate and knowledge of customer service principles and practices.
Two to five years related experience in customer support.
Proficient in general computer applications (Microsoft Word, Excel, Outlook).
General administrative and clerical practices including filing, proofing, basic grammar, and correspondence formatting.
General working knowledge of the internet, with the ability to quickly find information.
Prioritize work tasks efficiently and has a strong ability to maintain composure and alertness in a high-volume, dynamic environment.
Basic accounting principles.
Attention to detail.
Ability to retain and apply information.
Skills in building interpersonal relationships, customer service, telephone etiquette, analytical reasoning, word processing, and data entry and retrieval.
Communicate effectively including verbal and written interactions, as well as the ability to listen attentively, respond appropriately, and speak clearly.
Negotiate and apply reasoning and analytical skills in the customer service environment.
Gather information, identify customer needs and corresponding products that would be beneficial to the customer.

Responsibilities

Communicate professionally with external stakeholders via phone, email, face to face, website chat and through social media platforms.
Process receivables accurately and timely (e.g. member applications and renewals, CPE registrations CPE orders, updates, and data entry as needed).
Build and foster positive working relationships internally and externally.
Utilize obtained knowledge to proactively promote FICPA tools, memberships, benefits, sponsorships, and educational opportunities to potential, past and current members.
Utilize FICPA and other associated resources to keep abreast of current general legislation and rules affecting the CPA/Accounting profession, thereby enabling more effective communication with members and accounts.
Assess customer needs and ask good questions to truly understand and advise consultatively, making recommendations as appropriate. Up-sell FICPA products, services, benefits, and educational opportunities to accomplish the total member service experience.
Maintain records of customer inquiries, comments, and complaints. Keep thorough reports as instructed on projects for evaluating member pulse and campaigns.
Alert supervisor of trends in customer calls and recommend process improvements.
Ensure that established database maintenance routines and member record updates are completed with accuracy and attention to detail each week.
Alert supervisor of membership trends and concerns while recommending potential solutions to operational processes and quality of services.
Assist with special department projects that help support the Membership Department and overall enterprise.
Conduct quarterly reviews of company rosters and outreach to linked prospective members.
Assist with COM members, renewals, roster additions, group membership invoices, and online account questions.
Onboard and train new COM members and office managers on online accounts and benefits to maximize membership.
Educate COM members on opportunities with FICPA company solutions (i.e. Talent Accelerator, Scholarship Foundation, and opportunities provided through Strategic Partnerships).
Assist the Membership Team in maximizing company engagement, coordinating new member acquisition opportunities, and successfully onboard new organizations.
Stays abreast of Florida corporate market updates, especially knowledge of up-and-coming sectors and industries, and reports as necessary.
Assists with coordination and mailing of monthly new member welcome packets and other membership related mailings.