Member Recovery Specialist

Member Recovery Specialist page is loaded## Member Recovery Specialist locations:
Atlanta, GA:
YMCA Leadership and Learning Center time type:
Full time posted on:
Posted Todayjob requisition :
R0012108

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…