Member Recovery Specialist

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state. 

At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

 

NATURE AND SCOPE:

Under the supervision of the MSC Membership Director, the Member Recovery Specialist’s primary responsibility is working with members and program participants to bring their accounts current.  The Member Recovery Specialist will be empathetic with people and every effort will be made to uphold the Y’s long standing character values of honesty, caring, respect and responsibility. The Member Recovery Specialist will also communicate in a voice consistent with the following Y-USA brand attributes: welcoming, genuine, hopeful, nurturing, and determined.

RESPONSIBILITIES (including, but not limited to):

• Read, resolve, and respond to customer inbound emails. Reply to emails describing the issue resolution to the customer.
• Perform customer service via online, real-time chat as requested.
• Make outbound calls to work with members and program participants to bring their accounts current.   Follow-up member calls when necessary.
• Resolve customer issues from customers regarding a variety of issues and answer questions or perform the requested actions on customer accounts.
• Respond to all credit and collections related questions as well as discrepancies or issues involving members, program participants or community stakeholders (i.e., researching discrepancies, obtaining missing billing information and answering telephone inquiries).
• Responsible for monitoring and maintaining the collection function of assigned accounts- through recovery calls and/or written correspondence, account adjustments, customer reconciliations and processing credit memos.
• Collect on delinquent accounts by preparing, researching, making telephone calls and following-up with written documentation. 
• Prepare, review, research and complete the Recovery Report on a daily basis.
• Maintain communication with branch staff as it relates to the collection process, progress, and outcomes.
• Perform account research and request account/billing changes to resolve customer issues.
• Establish and maintain effective and cooperative working relationships with both members and staff.
• Communicate, meet, and follow up effectively with both members and staff regarding account issues. This includes but is not limited to follow-up by phone, email, account notes and mail. 
• Prepare and update various management reports using Excel software.
• Process credit card payments.
• Ability to communicate the overall value of belonging to the Y as well as the benefits of the branch and the Y.
• Be technically proficient at selling both memberships and programs in SPIRIT.
• Arrive to work on time and adhere to dress expectations.
• Knowledge of the YMCA of Metro Atlanta and the programs and services provided. 
• Stay educated and up to date on current issues regarding all Y programs and events on both branch and association levels.
• Maintain privacy requirements by not sharing personal information about members and participants including but not limited to phone numbers, addresses, program participation, financial information, and personal/financial situations.
• Knowledge of and compliance with the YMCA of Metro Atlanta risk and safety guidelines/best practices and branch emergency procedures.
• Attend all required staff meetings and trainings, included but not limited to SPIRIT POS and SPIRIT Back Office.
• Perform team assignments associated with the annual Why It Matters Giving Campaign.

REQUIREMENTS:

• High school diploma or GED and 2+ years of directly related customer service experience
• Excellent knowledge of computers, MS Office (Word and Excel) and Internet Explorer. 
• Ability to learn new software and search techniques quickly. 
• Excellent keyboard skills (typing and 10-key). 
• Account management or collections experience
• Strong conflict/resolution and analytical skills.
• Excellent written (spelling, punctuation, and grammar) and verbal communication skills.  Adept at communicating the value of belonging to the Y.
• Outstanding telephone skills including friendliness, tone of voice, courtesy, and correct grammar
• Strong interpersonal skills and the ability to work effectively as part of a team.
• Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills
• Ability to learn quickly and adapt to changing environments
• Must complete the SPIRIT POS training and the YMCA of Metro Atlanta Recovery training within first 30 days of employment (contingent on availability of trainings)
• May be required to work shift that include nights, and weekends

PREFERRED REQUIREMENTS:

• SPIRIT certification
• Familiarity with online chat software a plus.

ERGONOMIC REQUIREMENTS:

Bending, stooping, standing, lifting, seeing, hearing, - 80% keyboard input, sitting.

• Must be able to remain seated for 2 - 3 hours at a time and over a 4-hour day.

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

Employment Requirement: 

• Ability to pass a pre-employment background check including Criminal Record check, Drug Screening, motor vehicle record (MVR) and reference check according to company policy.

• Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for like minded people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.

Location:

YMCA Leadership and Learning Center