Membership Coordinator

Position Summary The Membership Coordinator plays a significant role in delivering a high-quality professional experience for members of the FBI National Academy Associates (FBINAA). This position serves as a primary front-line resource for member support, membership operations, and office coordination, requiring sound judgment, strong organizational skills, a service-oriented mindset, and an outgoing, friendly approach to member engagement. Working in a collaborative, fast-paced nonprofit association environment, the Membership Coordinator independently manages core membership service functions, supports chapter and student engagement, and contributes to the continuous improvement of member-facing processes. This role is ideal for a detail-oriented professional who enjoys daily interaction with members and stakeholders, brings a warm and welcoming presence to the organization, and takes ownership in problem-solving and service excellence. Key Responsibilities Member Services & Membership Operations Serve as a primary point of contact for member inquiries via in-person, phone, and email, resolving issues independently whenever possible and escalating appropriately when needed. Provide one-touch resolution for routine membership questions related to dues, status, onboarding, and benefits. Support membership operations through accurate data entry , processing membership applications, dues payments, invoices, and work with the comptroller on refunds within the Association Management Software (AMS). Research and resolve unidentified or misapplied payments and respond to invoice requests in a timely manner. Serve as the primary coordinator for new member onboarding ; this includes session move-in, check-in, graduation, and track student payment processing. Identify trends in member inquiries and recurring issues; prepare observations and recommendations to improve service delivery and member satisfaction. Assist the Membership Team with cross-functional projects and initiatives as assigned. Office & Front Desk Coordination Provide professional, in-office administrative support, including answering incoming calls, greeting members and visitors, and directing inquiries appropriately. Maintain a welcoming and organized reception area, including oversight of daily hospitality needs (coffee/snack station). Represent FBINAA with professionalism and warmth, often serving as the first point of contact for members and visitors. Qualifications & Experience Associate's degree preferred; equivalent professional experience considered. Minimum of 2 years of experience in a membership-based organization, nonprofit association, or customer service-focused role. Demonstrated ability to work independently , manage priorities, and exercise sound judgment. Strong attention to detail with an elevated level of accuracy in data entry and record management. Excellent written and verbal communication skills with a member-first service approach. Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams), Zoom, and AI technology. Experience with Association Management Software (AMS) is a +. Ability to travel occasionally and work flexible hours during special events. Ability to pass a background check and work on federal property. Job Type: Full-time 401(k) 401(k) matching Health insurance Life insurance Paid time off Vision insurance Experience: Microsoft Office: 2 years (Preferred) 2 years in a membership-based organization or customer service-focused role (Preferred) Work Location: In person at Quantico, VA. Weekdays, with flexibility to work evening events, and able to travel for annual conference. #J-18808-Ljbffr FBI National Academy Associates, Inc. (FBINAA)