Description
Under the direction of the YMCA Engagement and Solutions Center (YES Center) Business Services Lead, the YES Center Business Services Specialist will be responsible for performing all business functions such as membership sales, cancels and adjustments, program registrations, collection of failed drafts, updating account information, database maintenance, reporting, and auditing. The YES Center Business Services Specialist will support Family Centers and YES Center Call Center Specialists by performing business functions for the greatest member / program participant experience.
The YES Center will be open extended hours to support the Call Center and Family Centers. Hours of operation may vary depending on need. Hours of operation will include early mornings, evenings, weekends and holidays. Ability to work shifts and hours is a necessity.
Critical areas of expertise include :
- Knowledge of computers and ability to learn software applications
- Excellent verbal, interpersonal and problem-solving skills
- Working well in team environment
- Highly organized and able to multi-task
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :
YMCA Engagement and Solutions Business Services Center
Performs business functions :Membership
Sales, Cancels, Refunds, Adjustments (upgrades, downgrades)
ProgramRegistration, Cancels, Transfers, Refunds, Adjustments, Add-ons
BillingRecurring draft management, Annual and Semi-annual membership, Corporate, Third-party, Grants
Insurance Memberships, such as Silver SneakersRegistrations, Cancels, Maintain members and review monthly for accuracy
Specialty Memberships, such as Group Homes, Foster Families and VeteransSales, Cancels, Maintain members and review monthly for accuracy
Account ManagementProactively update expiring methods of payment, Update account information as requested, Review membership accounts for compliance
Open DoorsProcess requests, Review paperwork for compliance, Proactively update expiring applications
ReportingProvide failed draft report to Call Center, Provide expired credit card list to Call Center, Provide program rosters to Centers for youth sports, camp, BASE and aquatics
Performs outbound calls to members and program participants to handle account updates, recovery of failed drafts or returned payments, updating and / or renewing Open Doors, and any other business function needed.Efficiently produces queries and reports with accuracy, including those used to generate mailing information.Performs business functions with accuracy and efficiency.Adapts and quickly assimilates new and refreshed membership operating systems / applications as implemented within the YES Center.Reports membership, program, or process concerns, as well as unusual situations or unresolved issues to supervisor.Continually enhances knowledge of membership operating system and YMCA standards in order to achieve departmental success and professional growth.Provides excellent customer service and enhances the YMCA experience to guests, members, program participants, and staff.Process Business Services Intake forms from Family Centers.Field inbound calls as a back-up to the Call Center in times of higher than expected volume.Ability to work towards common goals and objectives in a collaborative and team-centered environment.Perform all duties, tasks and projects as assigned by supervisor.Assists with other projects as needed and participates in all staff meetings and / or related meetings.Adheres to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.Ability to work mornings, evenings, weekends and holidays.Works assigned schedule as determined by supervisor.Requirements
Education / Experience Required :
High school degree, or equivalent is required. Associate's degree preferred.Excellent verbal, interpersonal and problem-solving skillsAbility to work in a fast-paced and constantly-changing environmentAbility to multi-taskAbility to relate effectively to diverse groups of people from all social and economic segments of the communityAbility to handle conflict professionally and manage conflict resolution in a timely mannerPrevious customer service, sales or related experienceKnowledge of computersProficiency in Microsoft Office Suite with an emphasis in Excel preferredMust be able to work flexible hours including evenings, weekends, and holidaysAble to learn and understand YMCA membership operating system and call center softwareCertifications / Trainings Required :
Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED and Oxygen AdministrationMaintain other required certifications as stated in the training matrix.
