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Job Description

YMCA of the North is seeking a detail-oriented Member Account Specialist to support our Membership teams and ensure accurate billing, data integrity, and exceptional member experiences. This flexible hybrid role offers three days working from home and two days visiting different branch locations.

As a key resource, you’ll serve as the subject matter expert for membership processes, audits, and account management - helping branches deliver seamless service while driving compliance and operational excellence. We’re looking for someone with strong computer skills, proficiency in Salesforce and Excel, and the ability to analyze data, troubleshoot issues, and recommend process improvements.

Schedule: Full-time, Monday through Friday, business hours.

The salary for this position starts at $17.00-21.00 hourly. We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a free family membership and earned time off.

1. Job Summary:

The Member Account Specialist supports the YMCA’s mission by guiding members and team members on the billing process. They are responsible for importing and exporting data from our point-of-sale systems which may include but is not limited to billing, providing reports, auditing integrity of data entry, managing accounts receivables and communicating with third party billing. This position assists branch staff with membership program questions, troubleshoots issues and provides training. The incumbent also maintains records, data files and cash receipts.

2. Essential Functions:

Conduct audits of member accounts to determine compliance with established policies and procedures.

Analyze data, conduct research and prepare ongoing branch status reports for management.

Communicate with branch team members concerning invoices, collections, refunds and membership status.

Provide support to all membership areas including Corporate Wellness and Membership Sales to ensure accurate reporting and compliance.

Provide reports, administrative and technical support to branches, departments, and program areas which may include training related to membership.

Serve as a subject matter expert in processes and policies as it relates to Membership team to ensure that knowledge is maintained.

Participate as necessary with activities such as site visits, department meetings and other Association meetings.

Uses logical reasoning to provide creative solutions for complex problem resolution including account management, customer complaints and issues such as customer feedback, credit, account reconciliation and collections issues.

Manage and maintain accounts receivable records to ensure credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared.

Prepare and supply administrative and financial reporting relating to audits to relevant YMCA Departments.

Recommend process improvements through daily tasks to pinpoint and suggest enhancements to improve both team member and customer experience, along with participating in internal systems problem solving to include determining cause, recommending solution, and following up to ensure resolution.

3. Relationships:

This position reports to the Director of Membership Operations who reports to the Associate Vice President of Operations. The incumbent interacts regularly with branch and association staff. The incumbent has no budgetary or supervisory responsibilities.

4. Qualifications:

Required:

+ Minimum of two (2) years of related work experience in member services and/or high-level customer service

+ Proven analytical and problem-solving skills

+ Ability to process a large volume of work

+ Ability to develop and maintain positive and effective working relationships

+ Knowledge and proficiency in Microsoft Office, Word, Excel, and Outlook

+ Must be organized and have strong attention to detail

+ Ability to make decisions, set priorities and work as a team

+ Ability to communicate with a diverse clientele and team members

+ Excellent written and interpersonal communication skills

+ Ability to work independently and multi-task

+ Demonstrate the ability to use creativity to resolve system, process, or customer challenges.

+ General understanding and comprehension of math skills

Preferred:

+ Experience working with Salesforce platforms

+ Multilingual

+ Experience in auditing, collections, or bookkeeping

5. Work Conditions:

+ Must be able to work on a computer for extended periods of time

+ Ability to travel locally to YMCA branches and other program sites

+ Must be able to work on a computer for extended periods of time.

+ Must be able to travel locally for occasional meetings.

+ This role routinely uses standard office equipment such as computers, phones and photocopiers.

+ While performing the duties of this job, the employee is regularly required to talk or listen.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Associate Vice President of Operations or their representatives in completing projects or performing duties deemed necessary for the branch or Association success.

Requirements