Membership Systems Administrator

YMCA of Metro Atlanta•Canton, GA

20h•Onsite

About The Position

The YMCA of Metro Atlanta is a leading non-profit organization dedicated to education, wellness, youth development, and community-building, aiming to positively impact lives and communities by ensuring everyone, especially children, has an equal opportunity to reach their full potential. The organization provides high-quality literacy and STEAM-infused learning to over 3,000 children, offers sports, aquatics, camps, and leadership programs to 58,000 youth and teens, provides programs and facilities for connection and wellness to over 200,000 members, and engages over 25,000 volunteers and donors. Under the direction of the Executive Director and Membership Engagement Director, the Membership Systems Administrator will build personalized relationships and provide administrative support. This role involves working with members and program participants to ensure current and retained membership accounts, processing incoming payments, providing alternative payment options for members experiencing financial hardship, and maintaining member accounts including membership changes, holds, and cancellations. The administrator will also perform data entry, typing, filing, mailing, phone communications, SPIRIT processes, and member services, all in accordance with the policies, organizational competencies, mission, and values established by the YMCA of Metro Atlanta.

Requirements

High school diploma or GED and 2+ years of customer service experience (paid or volunteer experience)
18+ years old
Working knowledge of computers, Microsoft Office (Word and Excel) and Internet Explorer/Google Chrome.
Ability to handle multiple tasks, to work independently, to problem-solve, and to employ effective time-management skills
Must possess strong customer-service skills, conflict/resolution skills, and analytical skills
Excellent written and verbal communication skills via modes of phone and e-mail communication (including proper spelling, punctuation, and grammar)
Must be proficient in Traction Rec and complete Traction Rec Membership Administrator training within the first 30 days of employment
Must have current CPR certification or obtain CPR certification within 60 days of employ
Must possess a high degree of human-relations skills, must be able to facilitate member interaction and socialization, and should be considered a team player by members, co-workers, and management staff
Pass a criminal background check and drug screening.
High degree of human relation skills: Ability to effectively communicate and manage information to peers, staff, and volunteers
Ability to establish, collaborate and maintain relationships with staff, YMCA members, volunteers, schools and general public
Ability to pass a pre-employment background check including Criminal Record check, Drug Screening, motor vehicle record (MVR) and reference check according to company policy.
Must be legally eligible to work in the US without current or future sponsorship.

Responsibilities

Adhere to and implement all policies and procedures listed in the Membership Administrator's Handbook, facility policies and procedures related to Membership.
Ensure privacy requirements are met by not sharing personal information about members and program participants, including but not limited to: phone numbers, addresses, program attendance, financial information, and personal/financial situations.
Handle membership record keeping and ensure that Membership staff are completing membership records completely and accurately.
Promote YMCA programs, register participants, and use Traction Req system for receipting memberships/programs.
Adhere to and implement all policies and procedures listed in the Membership Administrator's Handbook and Recovery Handbook, facility policies and procedures related to Membership.
Handle all record-keeping and invoicing of annual/semi-annual memberships.
Demonstrate ability to communicate the overall value of belonging to the Y as a well as the benefits of the branch and Y as a whole.
Arrive to work on time and adhere to dress-code expectations.
Participate in membership retention and customer-service functions as needed.
Demonstrate proficiency in selling Y memberships to families and individuals while providing excellent service.
Remain educated and up to date on all current issues regarding Y programs and events at both the Association and branch levels.
Attend all required staff meetings and trainings, including but not limited to SPIRIT POS, SPIRIT Membership Administrator/Back Office, and Coach Approach Training for Membership.
Perform team assignments associated with the annual "Y it Matters" Giving Campaign.
Monitor and maintain all functions related to collections through recovery calls and/or written correspondence, account adjustments, member reconciliations, and credit-memo processing.
Prepare Recovery report on daily basis.
Process daily membership applications, cancellations, changes, and renewals for all program and facility memberships.
Manage membership auto-charges and bank drafts.
Maintain updated records and processes for all declined charges and open invoices.
Provide payment plan options for members who are experiencing financial hardship and provide written documentation of any financial agreements or fulfillments to ensure accuracy and honesty.
Knowledge of and compliance with the Metro Atlanta YMCA risk and safety guidelines, best practices, and emergency procedures.
Teach promote and practice the guiding principles of the Y while incorporating character values of honesty, caring, respect, and responsibility.