Membership Lead Admin

Membership Services Lead

This role supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the leadership of the Membership Director, the Membership Services Lead is responsible for delivering excellent service to all members, guests, and program participants. They serve as a leader of the member service team and is responsible for providing excellence in leadership in the daily operation, while exemplifying the "Y" values of Caring, Honesty, Respect and Responsibility.

At the YMCA of Montclair, we strive to be the Employer of Choice, provide World-Class Service, and be the Charity of Choice. Our goal is to be a place where employees are empowered and excited to come to work. All staff ensure that members experience customer centric, individual attention each and every day. We strive to be the preferred partner collaborating with others, identifying and meeting our community needs.

Essential Functions:

• Demonstrate expert knowledge of membership policies, Standard Operating Procedures (SOPs), membership software, and administrative processes while serving as a resource for staff and members.
• Manage the daily operations of the Membership Department, ensuring efficient, accurate, and timely completion of all membership-related administrative functions.
• Provide exceptional customer service by assisting current and prospective members with membership inquiries, account maintenance, program registration, and issue resolution.
• Process all membership transactions accurately, including new memberships, renewals, cancellations, holds, transfers, upgrades, downgrades, and account changes.
• Maintain accurate member records by ensuring that all membership information, documentation, waivers, and account details are current and compliant with organizational standards.
• Accurate and timely processing of all 3rd party billing
• Monitor and respond promptly to member emails, phone calls, online requests, and other communications while ensuring timely follow-up and resolution.
• Monitor membership accounts for billing discrepancies, payment issues, expired memberships, and account exceptions, taking appropriate action to resolve concerns.
• Ensures the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols. Communicate any updates to staff in a timely and effective manner.
• Collaborate with the Membership Director to implement membership campaigns, promotions, and marketing initiatives while ensuring accurate administrative support.
• Represent the YMCA professionally during community outreach events, membership drives, health fairs, and other promotional activities as assigned.
• Demonstrate professionalism, accountability, attention to detail, and a commitment to continuous improvement while supporting the YMCA's mission, values, and commitment to exceptional member service.
• Attend required Abuse Risk Management training and adhere to procedures related to managing high-risk activities and supervising members and participants.
• Follow employee and volunteer screening requirements and use screening instruments to screen for abuse risk. Provide employees and volunteers with on-going supervision and training related to abuse risk.
• Provide employees and volunteers with regular feedback regarding their boundaries with consumers and require them to adhere to policies and procedures related to abuse risk.
• Respond quickly to policy and procedure violations using the Y's disciplinary procedures and respond seriously and confidentially to reports of suspicious and inappropriate behaviors and follow mandated reporting requirements.
• Communicates to all employees and volunteers the Y's commitment to protect our members from abuse.
• Report suspicious or inappropriate behaviors and policy violations and follow mandated abuse reporting procedures.
• Ensure members, volunteers and vendors are properly signed in and signed out, ensure only authorized employees, members, volunteers and vendors are allowed in the facility.

Leadership Competencies:

• Relationships
• Quality Results
• Communication
• Collaboration
• Communication & Inclusion

Qualifications:

• High School diploma or equivalent; bachelor's degree preferred.
• Two years' leadership-management experience required.
• Two-five years of sales and customer service experience required.
• Proficient computer skills including Microsoft Office Suite
• Must have a CPR/AED and First Aid Certification OR get certified within 90 days of employment.
• Strong organizational, written and oral communication skills.
• Ability to work in a fast-paced environment.
• This is a non-traditional work-week position that requires early mornings, closing and weekends.

Work Environment & Physical Demands:

This work requires the following physical activities: climbing, bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, lifting, finger dexterity, grasping, repetitive motions, talking, hearing, and visual acuity. The work is performed primarily indoors and may require occasional travel. He/she must be able to lift up to 30 lbs.

Company Benefits:

Benefits include complimentary YMCA membership; accrued PTO; medical, vision, and dental health insurance; paid holidays; enrollment in the Y's retirement program (must complete 1,000 hours within 2 years of service), with 12% of salary contributed by the Y; a 75% discount for SACC (before and aftercare), Early Learning Center, and Summer Camp programs at our Y facilities; and a rewarding career with opportunities for professional growth and advancement in a fun, engaging work environment.

Hourly Pay Rate: $20.00 $22.00

Work Schedule: Monday through Friday, 10:00 AM to 6:00 PM.