Membership Coordinator - Hogan Family YMCA

Heart of the Valley YMCA•Madison, AL

1d•Onsite

About The Position

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Membership Coordinator supports the daily operations of the Membership Department and Welcome Center. This position ensures accurate membership administration, high-quality member service, and efficient Welcome Center operations. The Membership Coordinator plays a key role in supporting member retention, financial assistance processes, and account management while fostering a welcoming environment aligned with the YMCA’s mission and core values. ESSENTIAL FUNCTIONS: Develop and manage Welcome Center staff schedules to ensure adequate coverage and operational efficiency. Assist with recruiting, onboarding, and training front desk staff. Provide ongoing support and guidance to Welcome Center team members. Ensure exceptional customer service standards are consistently upheld. Process and audit monthly membership terminations accurately and in a timely manner. Conduct routine membership audits to ensure compliance with YMCA policies and billing procedures. Troubleshoot and resolve membership account issues, including billing discrepancies, payment updates, and system errors. Maintain accurate member records in membership management software. Review and process financial assistance applications in accordance with YMCA guidelines. Verify required documentation and ensure confidentiality. Communicate decisions clearly and professionally to members. Track assistance approvals and maintain accurate records. Address member concerns and provide timely resolutions. Support membership retention efforts through proactive communication and problem-solving. Promote YMCA programs and services to enhance member engagement. Generate and maintain reports related to membership data and trends. Support department goals related to growth, retention, and service excellence. Ensure compliance with YMCA policies, procedures, and risk management standards.

Requirements

High school diploma required; Associate or Bachelor’s degree preferred.
1–3 years of experience in customer service, membership services, or administrative support.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in membership management software and Microsoft Office programs.
Strong interpersonal and problem-solving skills.
Must be able to routinely perform the following physical activities; climb stairs, bend, stoop, kneel, twist, reach with hands, sit, stand and/or sit for extended periods of time, walk, lift and/or move up to 30 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
Must possess a high-level ability to ensure and maintain confidentiality when working with sensitive information.
Must have ability to communicate effectively; both orally and in writing
Must possess problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing environment
Must be detail oriented and exhibit a high degree of accuracy and alertness
Must exhibit initiative in the absence of supervision
Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
Must work collaboratively as a team member as well as independently and lead by assigned goals, duties and deadlines
Must possess ability to exercise high levels of discretion and confidentiality
Maintain a neat and professional appearance at all times

Nice To Haves

Associate or Bachelor’s degree

Responsibilities

Develop and manage Welcome Center staff schedules to ensure adequate coverage and operational efficiency.
Assist with recruiting, onboarding, and training front desk staff.
Provide ongoing support and guidance to Welcome Center team members.
Ensure exceptional customer service standards are consistently upheld.
Process and audit monthly membership terminations accurately and in a timely manner.
Conduct routine membership audits to ensure compliance with YMCA policies and billing procedures.
Troubleshoot and resolve membership account issues, including billing discrepancies, payment updates, and system errors.
Maintain accurate member records in membership management software.
Review and process financial assistance applications in accordance with YMCA guidelines.
Verify required documentation and ensure confidentiality.
Communicate decisions clearly and professionally to members.
Track assistance approvals and maintain accurate records.
Address member concerns and provide timely resolutions.
Support membership retention efforts through proactive communication and problem-solving.
Promote YMCA programs and services to enhance member engagement.
Generate and maintain reports related to membership data and trends.
Support department goals related to growth, retention, and service excellence.
Ensure compliance with YMCA policies, procedures, and risk management standards.