Membership Account Services Specialist

Village Health Clubs & Spas•Chandler, AZ

1d•Onsite

About The Position

The Membership Account Services Specialist is an integral member of the Village Membership team and serves as a key resource for members regarding their membership accounts, billing and account-related questions. Working closely with Membership Sales and leaders across the club's revenue-generating departments, including the Café, Spa, Kids Club and other member services, this role helps ensure that member accounts are accurate, charges are properly processed, and questions or concerns are resolved promptly and professionally. The ideal candidate enjoys building relationships, solving problems, working with numbers and details, and collaborating with multiple departments to create a seamless membership experience.

Requirements

At least one year of customer service, member service, account management, billing, accounts receivable or related experience.
Strong written and verbal communication skills.
Excellent attention to detail and organizational skills.
Ability to research issues, solve problems and follow through to resolution.
Ability to communicate professionally with members and employees at all levels.
Ability to handle confidential membership and financial information with discretion.
Proficiency with Microsoft Office, including Word, Excel and Outlook.
Ability to accurately use a 10-key keypad.

Nice To Haves

Experience in a health club, fitness center, private club, hospitality or other membership-based organization.
Experience with membership management, billing or accounts receivable systems.

Responsibilities

Serve as a knowledgeable point of contact for members regarding membership accounts, billing, statements, payments and account activity.
Respond to member questions and requests by phone, email and, when appropriate, in person.
Research account questions, identify solutions and follow through to resolution.
Process membership-related documentation, account changes, EFT transactions and other account activity accurately and timely.
Maintain accurate and organized member records and account information.
Handle sensitive financial and membership information with professionalism and discretion.
Work closely with Membership Sales to support membership changes, account updates, member requests and other membership-related activity.
Partner with department heads and teams across the club's revenue centers—including the Café, Spa, Kids Club and other member services—to research and resolve billing or account discrepancies.
Review member charges and account activity for accuracy and work with the appropriate department when questions or discrepancies arise.
Help ensure that services and purchases made across the club are accurately reflected on member accounts.
Communicate account-related resolutions clearly and professionally to members and internal partners.
Process and balance daily cash receipts and prepare bank deposits.
Process monthly membership statements and other account-related transactions.
Apply payments and maintain accurate member account balances.
Monitor outstanding balances and conduct collection outreach in accordance with the Village’s policies and procedures.
Prepare collection communications and assist members in resolving outstanding balances.
Research and resolve billing discrepancies, credits, adjustments and payment issues.
Maintain accurate documentation and records related to member accounts and receivables.
Contribute to member retention by providing responsive, accurate and solutions-oriented account support.
Help identify recurring member questions or account issues and recommend opportunities to improve the member experience.
Support Membership initiatives, communications and projects as needed.
Work collaboratively with Membership, Club leadership, Accounting and revenue-center teams.