Membership Coordinator
Job Details
American Psychiatric Association HQ - Washington, DC
Full Time
less than 10%

POSITION SUMMARY

Under the direction of the Director, Membership and Member Engagement, the Membership Coordinator is responsible for management of all membership transactions and updates to member records in the Salesforce Association Management System (AMS). The Coordinator provides support for up to 17 District Branches and their Executive leadership on appropriate and necessary courses of action for membership activities and transactions, as well as overall operations based on APA policies and procedures. The Membership Coordinator provides timely personalized attention and high-quality customer service to inquiries and requests from members. Information and assistance is provided to support needs of APAs Senior Leadership, the Membership Committee, and the Board of Trustees and others, as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage all membership transactions within the assigned District Branches (DBs)
    • Data review and entry:
      • Review and complete Membership Activity Reports (MAR)
      • Manage the approval and enrollment of new members, reinstatement of former members, and transfers between District Branches, processing of Resident-Fellow Members to General Membership advancements, District Branch drop actions, member resignations
      • Update member contact information demographics, to include deceased member research
    • Financial transactions:
      • manage the collection, application, transfer, or of refund membership dues
      • process dues relief requests
      • manage failed scheduled credit card payment process
      • proofread and provide quality control for monthly financial reports remitted to the District Branches and State Associations
    • Manage Organizational and Group Invoicing for programs within states for which this position is responsible
    • Act as liaison between District Branches and Deputy Director, Member Experience and Administration in ongoing review of delinquent dues-paying members and coordinate any special action
    • Identify system and data quality issues and report those to Deputy Director, Member Experience and Administration and/or IT for resolution
    • Assist with enrollment and verification of residents for 100% Club recruitment efforts; periodically sending updated rosters to DBs for review and retention efforts
    • Modify and run existing Salesforce reports to accomplish daily, weekly or monthly tasks, and write new ad hoc reports, as needed
    • Act as team lead for special projects throughout the year
  • Advise and consult with District Branch Executive Staff
    • Evaluate and respond to all telephone and written correspondence from district branch staff regarding membership status, benefits and/or dues status within a reasonable amount of time
    • Work with District Branch Executive Staff on implementing appropriate and necessary courses of actions for membership activities and transactions as well as overall operations based on APA policies and procedures
    • Under the direction of the Director, Membership and Member Engagement and the Manager, Member Experience, provide instruction/informal training to District Branch Executive and support staff
    • Analyze, research and develop the appropriate responses to all inquiries and requests from the district branches reflecting APA policies and procedures
    • Alert district branches to impending deadlines in order to expedite appropriate APA actions affecting branch members (e.g., APA dues drops)
    • Assist Manager, Member Experience and Deputy Director, Member Experience and Administration with periodic review of District Branch data
  • Provide timely and personalized attention to inquiries and requests from individual members
    • Evaluate and respond to all telephone and written correspondence from members regarding membership status, benefits and/or dues status
    • Send information requested within 1-2 business days
    • Facilitate interactions between members and other APA departments or District Branches and third-party providers (e.g. APA, Inc. and Gallagher)
    • Determine issues that need to be escalated to provide responses to difficult or multi-issues letters, resolve complaints/errors, and to make member contact with APA a pleasant and relatively smooth experience
  • Other duties as assigned

 

QUALIFICATIONS

  • College degree or equivalent experience in an office environment required
  • Experience working in professional or medical Association or Society preferred
  • Excellent customer service skills
  • Ability to interact in a diplomatic and tactful way with members, public, and other staff especially in acrimonious situations
  • Proficient in Windows and MS Office, with high degree of competency in Excel
  • Proficient in use of Association Management Systems, preferably Salesforce/MemberNation (Fonteva), including efficient and accurate data entry
  • Ability to learn quickly, understand and implement changes in policies and procedures
  • Ability to organize a highly complex and multifaceted workflow based on general guidelines from the By-Laws and Operations Manual
  • Ability to render accurate judgment and to make independent decisions
  • Ability to communicate effectively both orally and in writing, including composing clear, concise and accurate correspondence
  • Keen attention to detail and ability to do careful and thorough work under pressure
  • Ability to coordinate work with other staff members and to organize own work priorities to meet established deadlines
  • Ability to learn and utilize new software applications as required

PHYSICAL DEMANDS

  • Normal demands associated with an office environment.
  • Ability to work on computer for prolonged periods, communicate with individuals by telephone, e-mail and face to face.
  • Some travel may be required.
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