Support Services Manager

Crossroads YMCA•Crown Point, IN

5d•$20•Onsite

About The Position

Love bringing order to the details and leading people well? The YMCA is looking for a Support Services Manager to guide billing and collections processes while developing a strong, service-driven team. If you’re organized, people-focused, and ready to lead with heart, apply now! POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Support Services Manager will be primarily responsible for collecting membership and program drafts for all locations and managing the Support Services team. ESSENTIAL FUNCTIONS: Support Association operations by establishing, maintaining, and continuously improving collections-related processes and procedures that support Membership, Programs, and other operational areas. Recruit, hire, onboard, train, and develop support services team to ensure consistent performance and service excellence. Provide ongoing coaching, performance feedback, evaluations, and corrective action in alignment with YMCA policies and values. Coordinate team schedules and oversee timekeeping and payroll-related processes to ensure accuracy and compliance. Model relationship-building behaviors in all interactions by practicing the YMCA’s Listen First approach. Respond to internal and external inquiries or concerns in a timely, professional, and solutions-focused manner. Oversee and perform collections activities related to credit card and electronic funds transfer (EFT) returns. Review account activity to ensure appropriate processing of annual membership renewals and resolution or removal of balances when applicable. Manage return disputes, including credit card chargebacks, in accordance with financial controls and established procedures. Maintain accurate data entry and system setup for program and membership registration cycles as needed. Support YMCA fundraising initiatives and special events as assigned. Perform other duties as assigned that are reasonably related to the scope of the position.

Requirements

High school diploma or equivalent required; associate degree or higher preferred.
Two years of previous experience in accounts receivable, billing or collections.
Minimum of two years experience leading a team and managing people.
Strong communication, conflict resolution, and problem-solving skills.
Ability to lead by example and foster a positive, high-performing team environment.
Passion for delivering outstanding service and building relationships.
Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
Adept computer skills with CRM experience.
Desire and ability to work with people of all ages and backgrounds.

Nice To Haves

Familiarity with YMCA programs and services is a plus.

Responsibilities

Support Association operations by establishing, maintaining, and continuously improving collections-related processes and procedures that support Membership, Programs, and other operational areas.
Recruit, hire, onboard, train, and develop support services team to ensure consistent performance and service excellence.
Provide ongoing coaching, performance feedback, evaluations, and corrective action in alignment with YMCA policies and values.
Coordinate team schedules and oversee timekeeping and payroll-related processes to ensure accuracy and compliance.
Model relationship-building behaviors in all interactions by practicing the YMCA’s Listen First approach.
Respond to internal and external inquiries or concerns in a timely, professional, and solutions-focused manner.
Oversee and perform collections activities related to credit card and electronic funds transfer (EFT) returns.
Review account activity to ensure appropriate processing of annual membership renewals and resolution or removal of balances when applicable.
Manage return disputes, including credit card chargebacks, in accordance with financial controls and established procedures.
Maintain accurate data entry and system setup for program and membership registration cycles as needed.
Support YMCA fundraising initiatives and special events as assigned.
Perform other duties as assigned that are reasonably related to the scope of the position.