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Membership Services Staff

3 weeks ago

Vancouver, Canada YMCA BC Full time

**Date Posted**:September 26, 2025

**Position Title**:Membership Services Staff

**Location**:Robert Lee YMCA (955 Burrard St, Vancouver, BC)

**Terms**:Full-Time, Permanent

**Hours**: 35 hours per week

**Shift**:Tuesday to Saturday, 9 a.m. - 4:30 p.m.

**Start Date**:ASAP

**Salary**:**0-500 hours $18.39 per hour

501-1000 hours $18.94 per hour

1001 - 1500 hours $19.51 per hour

1500 + hours $20.10 per hour

**Reports To**:Manager, Membership Growth

**Nature & Scope**

YMCA BC cares about raising healthy and resilient children, ensuring youth feel confident and supported and helping people feel healthy and connected to others in the community. We believe that everyone deserves to be healthy in spirit, mind and body. Our state-of-the-art centres of community offer a range of health, fitness, and aquatics programs for individuals and families.

The Membership Services Staff is responsible for reducing overall cancellations rates by reconnecting and retaining members. They will resolve defective memberships and account issues by managing overdue payments, processing adjustments and refunds, and ensuring accurate and timely updates to member records. In addition, the Membership Services Staff will support departmental goals by collaborating with Membership and Finance teams to avoid large outstanding balances, enhance the member experience, and contribute to overall retention and recovery targets.

**Major Responsibilities**-**_in this position, you will_**:

- Contact and support members to resolve payment issues, update billing information, and arrange payment plans in a professional and empathetic manner.
- Monitor and manage accounts receivable by identifying defective memberships, failed payments, overdue balances, and credit issues, and initiating timely follow-up with members.
- Re-engage canceled or inactive members through outreach efforts, understanding reasons for departure, and offering incentives to encourage reactivation.
- Process account-related requests including refunds, adjustments, and membership changes using the ticketing system, ensuring accuracy and timeliness.
- Maintain accurate member records by documenting payment updates, account notes, and service changes in accordance with YMCA policies.
- Collaborate with internal teams (Membership, Finance, Programs) to resolve member concerns, improve service delivery, and support retention and recovery goals.
- Conduct proactive outreach by creating and maintaining watch lists of at-risk members/customers, initiating timely contact to prevent cancellations and support retention efforts.

**Qualifications**-**_you bring_**:

- High school diploma or equivalent is required; post-secondary education in business administration, customer service, or a related field is an asset
- Possess a valid Standard First Aid with CPR C certificate
- Minimum 1-2 years of experience in customer service, account management, or administrative support, preferably in a membership-based or nonprofit environment
- Have access to reliable transportation
- Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or membership management systems; familiarity with ActiveNet is considered an asset
- Demonstrated ability to handle sensitive financial and personal information with discretion and professionalism.
- Willingness to conduct sales and outreach calls to re-engage inactive or canceled members and promote membership reactivation

**About YMCA BC**:
By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.

As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.

We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.

YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at bc.ymca.ca.

**Application Process**-**_ready to make a difference?_

**Application Deadline**:October 7, 2025
- If short-listed for a position: We will contact you to move forward to the next step.