Administrative Skills, Analysis Skills, Billing, Billing Records, Brokerage, Communication Skills, Customer Experience, Customer Support/Service, Detail Oriented, Establish Priorities, Identify Issues, Leadership, Microsoft Office, Multitasking, Onboarding, Organizational Skills, Real Estate Appraisals, Record Keeping, Records Management, Retail Sales, Sales Support
LOCATION
Indianapolis, IN
POSTED
16 days ago
Seeking a highly organized, service-oriented professional to serve as Membership Support Specialist.
This position plays a key role in supporting membership engagement and member service initiatives while helping ensure an exceptional member experience. The successful candidate will serve as a primary point of contact for members, maintain accurate membership records, and collaborate with staff and volunteer leaders to strengthen the value of membership.
The ideal candidate is organized, service-oriented, and motivated to strengthen member engagement, enhance member value, and support the long-term success of the association.
Primary Responsibility:
The Membership Support Specialist serves as a first-line member contact for member and guest inquiries in person, by phone, and the ticketing system. This position will provide successful support for the front desk, store sales, electronic lockbox sales and support, membership record administration, billing inquiries and new member processing.
Specific Responsibilities:
Answers inquiries from members and internal teams relating to membership & billing, member changes, member benefits, application inquiries, dues assessment, technology fees and Indiana licensure requirements applicable for membership.
Ensures member compliance with MIBOR policy requirements such as maintaining an active license, brokerage rosters, and educational requirements. Updates member records accordingly.
Processes Member Transfer and Membership Termination (Drop) requests, Reinstatement Applications, and New Member Applications.
Performs general billing and administrative functions for internal departments, members, special projects, audits, and events.
Serves intermittently as front desk receptionist or membership host to new member socials and events, welcoming members to the association, explaining the benefits of their membership and gathering all relevant giveaway materials to ensure a positive onboarding experience.
Partners with team members for audits and updates membership records accordingly including but not limited to NAR educational requirements, real estate broker and appraisal license renewal cycles.
Creates and edits invoices; responds to billing inquiries; troubleshoots billing and payment issues; ensures billing rates and member records are up to date and accurate.
Contribute to department’s team effort by accomplishing related results as needed.
Special projects at the request of Membership + Billing Supervisor, VP of Administration and other Leadership.
Competencies
Experience in customer service
Exhibits a professional countenance and demeanor
Ability to effectively serve all members - adjusting for various personality types
Excellent communication skills; written, verbal, and listening
Can work effectively independently or within a team
Diplomacy and confidentiality; proper phone etiquette.
Organized and detail oriented
Stress management/composure
Adaptive to change
Technical capacity/MS Office applications, membership management software, and all in-house communications tools
Able to handle multiple tasks simultaneously
Ability to sustain upbeat attitude toward members
Can subscribe to MIBOR Values: Service, Excellence, Integrity, Collaboration and Family
Customer service experience required
Analytical thinking skills and ability to prioritize