Function of the Position:

This is a member service support position in the Membership Strategy & Services department in which the Associate will process membership renewal payments, new and reinstating applications for membership, membership status changes and chapter transfers. The Associate is also responsible for providing exceptional customer service by responding to inbound and outbound telephone calls, e-mail, and questions from the staff, components, members and prospective members regarding AIA membership. In this role, the Associate is responsible for staying updated on all changes pertaining to departmental policies and procedures. This position reports to the Manager, Membership Operations.

This position is considered a core staff position. To provide AIA members and customers with services during inclement weather or similar extraordinary circumstances, the Associate will telework and continue to serve our members and customers unless they encounter circumstances that may prevent them from teleworking.

Job Duties:

• Maintains the AIA’s Association Management System membership database module to accurately reflect the status of current, prospective and former members.
• Properly document all member inquiries within Fonteva and/or create member requests accordingly.
• Post dues payments for membership renewals to appropriate member record file accurately and timely.
• Process daily lockbox import and non-imported dues payments from banking institution.
• Balance financial transaction batches to payments received.
• Adhere to Membership Operations standard Service Level Agreements (SLA’s) to ensure that member requests and dues payments are processed timely
• Confirm eligibility of new and reinstating applicants before entering their information into the database.  This may include follow-up with prospective members if not eligible for membership.
• Properly notify member with a new request for information when credit cards may be determined to be invalid, declined or expired during verification.
• Conduct outbound call outreach to members in jeopardy regarding their AIA benefits to support member retention
• Conduct outbound call outreach to current AIA members to support retention and engagement efforts
• Phone and email contact with components regarding membership related matters to resolve payment or membership discrepancies
• Provide inbound email support from renewal, recruitment and other general membership inquiries
• Properly identify members under CES Audit and handle according to policy.
• Process transfers, upgrades, status changes, and address and contact changes received from members and components.
• Handle returned direct mail, renewal bounce backs emails, and incentive write-ins.
• Communicate with state and local components regarding additional information needed to process membership applications or other membership related matters.
• Conduct regular follow up to current and prospective members regarding information needed to satisfy completion of transactions, and log according to departmental policy.
• Support membership data accuracy and data integrity efforts.
• Assist with testing technology enhancements as needed.
• Maintain flexibility in changing work schedule to accommodate needs of the membership operations, overtime may be required.
• Handle special projects as assigned by Sr. Director, Membership Services and Manager, Membership Operations and performs other duties as assigned.

Frequent Contacts

• Current, prospective and former members  
• State and local component Staff/Volunteer Leaders
• General public
• AIA staff
• AIA Accounting
• AIA Product Strategy
• AIA Technology Services & Solutions

Knowledge, Skills, Abilities and Training and Experience

Demonstrated and proficient skills in data entry, customer service and writing.  Demonstrated capabilities in assuring prompt problem solving and ultimate customer satisfaction.  Skill in consistently demonstrating a dedicated service commitment: resourceful, diplomatic, sensitive and responsive to the needs of members and components.    General knowledge of and skill in accounting systems/processes and transaction documentation in a customer service environment.  Skill in the use of MS Office, and member/customer service database system.  Proven skill in organization and detail-orientation. Ability to consistently meet tight deadlines. Must be able to consistently exhibit flexibility with work environments and have excellent interpersonal and communication skills.

College degree preferred with a minimum of two years of related experience. Flexibility to work overtime during seasonal busy periods and as needed.

Supervisory Requirements

None