Association Solutions Coordinator

We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

Job Objective

The Coordinator is responsible for daily customer service, payment processing for membership and other Medical Library Association (MLA) services, and credentialing communications. This role serves as the primary point of contact for all members, ensuring seamless support and engagement.

Individual must possess strong project management, verbal and written skills, be confident interacting with senior-level executives, and be efficient and effective in an environment with numerous tight deadlines on a variety of projects. Additional requirements include the ability to work autonomously; outstanding organizational, communication and collaborative skills; writing and/or editing experience; rigorous attention to detail; and a proven sense of initiative and ownership.

Main Responsibilities

• Serve as primary membership services email and phone contact for association
• Answer questions regarding member benefits, membership categories, and application process; identify any reported “roadblocks” or process problems
• Support membership renewal cycles and address day-to-day phone and email member inquiries and requests, including updating member profiles, revising invoices, membership status, receipt of payment, and MLA W-9 forms
• Process any manual membership payments in a timely fashion
• Monitor, triage, answer, or route “websupport” general email box
• Manage online login requests; assist users with login issues or email changes

ACADEMY OF HEALTH INFORMATON PROFESSIONALS (AHIP) CREDENTIALING PROGRAM

• Draft and save all certificates, notification letters and employer letters in shared association drive
• Print & mail AHIP packets and employer letters
• Identify via report and follow-up in regard to AHIP renewal notices and expired AHIP memberships

MLA ANNUAL CONFERENCE

• Manage institutional requests for registration bulk purchasing, including invoice creation
• Assist with creating speaker registrations pre-conference
• Create registration discount coupons and communicating with attendees in keeping with Association policy

EFTS and OTHER

• Manage customer service for client’s Electronic Funds Transfer System (EFTS) for library interlibrary loan transactions, including institutional personnel access, manual payments, and service inquiries or problems.
• Serve on appropriate MCI USA Matrix Teams; and function as an MCI USA Team Member in accordance with MCI’s corporate vision and guiding principles.
• All other duties as assigned

Job Requirements

REQUIRED

• AA or Bachelor’s degree or equivalent;
• at least three years’ experience in an electronic customer service environment
• Excellent communication skills (written & oral)
• Technical proficiency with Microsoft Office (Teams, Word, Excel, Outlook, PowerPoint), general computing skills, and familiarity with databases
• Applicant must be extremely organized, diligent, able to multi-task, and operate with only the highest degree of integrity

PREFERRED

• Experience or interest in membership associations, public charities, accreditation services and events management a plus
• Ability to provide excellent customer service even in difficult situations or with difficult users
• Experience with complex customer service systems or Association Management Systems

Professional Competencies

• Project and task management
• Writing skills
• MS Word mail merge

Technical Skills

• PC Environment

Benefit Summary

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

• PTO
• 13 paid Company Holidays, including closure Christmas Eve - New Year’s Day
• 401K
• Medical, Dental, Vision and Supplementary Insurances
• Employer-paid Group Life Insurance, Short-Term and Long-Term Disability
• Employer-paid Family Building Benefit (fertility, adoption, & surrogacy)
• Employer-paid Mental Health Benefit
• Pet Discount Program

Please reach out even if you do not meet all the criteria but are willing to learn and commit to one of our great roles. At MCI USA, we thrive on passion and believe that diverse perspectives make our team stronger. We are dedicated to fostering an inclusive environment with equal opportunities for everyone, regardless of race, color, religion, gender, sexual orientation, marital status, age, or physical/mental ability.

We appreciate all who apply, though only those selected for an interview will be contacted. All applications remain confidential. MCI USA is proud to be an equal opportunity employer. If you need any accommodations during the application or interview process, please reach out to our Senior Vice President of People & Culture.

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!