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Membership Operations Specialist

2 months ago

Toronto, Ontario, Canada CPA Ontaro Full time
About the Role

We are seeking a highly skilled and detail-oriented Members Coordinator to join our team at CPA Ontario. As a key member of our Membership Department, you will play a critical role in supporting the delivery of exceptional service to our members and stakeholders.

Key Responsibilities
  • Annual Regulatory Processes: Participate in and support the annual regulatory processes, including the collection of annual membership dues, continuing professional development declarations, annual and triennial audits, and more.
  • Internal and External Communications: Draft internal and external communications, including manual forms, decision letters, and review website content for accuracy, professionalism, and timely delivery.
  • Membership Applications and Processes: Review and make recommendations for all membership-related applications and processes accurately and in compliance with regulations, bylaws, policies, and procedures within established timelines.
  • Documentation and Investigation: Review and collect required documentation, information, and investigation results relating to the reporting of bankruptcies and insolvencies of members and coordinate files for management and Registrar review.
  • Member Inquiries and Support: Liaise with members, both external and internal, by phone, email, and mail on various yearly applications and daily tasks and respond to membership inquiries and escalated member calls from the Customer Service Center and other internal departments.
  • Interdepartmental Collaboration: Work with other departments within the organization to verify membership standing and assist with the monthly packaging of membership and other award certificates.
  • Process Improvement: Identify issues and trends, prepare summaries, memos, reports, and make suggestions for issue resolution, while contributing to the continuous improvement of processes, policies, and more.
  • Subject Matter Expertise: Act as a subject matter expert and support departmental and organizational projects.
Requirements
  • Post-Secondary Education: A post-secondary graduate with a degree in Business, Office Administration, or other related discipline.
  • Experience: Experienced in a related field such as academic, membership, regulatory, or professional services combined with knowledge of complex bylaws, policies, and procedures.
  • Technical Skills: Technically savvy and knowledgeable in Microsoft Office (Word, Excel, Outlook, and PowerPoint) and Microsoft 365 tools (Teams, SharePoint, OneDrive, and OneNote); prior experience with Salesforce and Power BI are preferred.
  • Communication and Interpersonal Skills: An excellent communicator (verbal and written) with a service-oriented mindset and the ability to interact with difficult individuals and situations with diplomacy, using sound judgment and discretion when issues should be escalated.
  • Attention to Detail: Detail-oriented with the ability to manage data accurately for record-keeping and the efficient management of membership database systems.
  • Time Management and Prioritization: Able to prioritize, multi-task, and work well under pressure with high volumes of applications and accountability for meeting deadlines.
  • Self-Motivation and Teamwork: Self-motivated and able to act on own initiative with independent work, while also collaborating within a team environment.
  • Flexibility: Flexible and available to work overtime beyond regular hours when required.