Specialist, Membership Solutions

Job Title: Specialist, Membership Solutions

Term: Full-Time, Permanent

Location: HYBRID: Work-From-Home / 5515 Canotek Rd., Gloucester, ON

Summary

The Membership Solutions Specialist plays a key role in managing membership functions, including batch payment processing, payment reconciliation, and ensuring data accuracy. This position requires someone with strong attention to detail, excellent communication skills, and familiarity with payment processing systems.

The ideal candidate is highly organized, efficient, and thrives in a fast-paced, dynamic environment. In this role, the candidate will collaborate closely with front-line teams to resolve membership-related issues, as well as with technical and development teams to ensure seamless system integration and continuous process improvement. Effective communication and collaboration across all teams are crucial to ensuring smooth operations and achieving organizational goals.

Responsibilities:

Membership Processing:

• Utilize the AXIS CRM system and other tools to accurately record and manage member information, ensuring data integrity and adherence to established processes.
• Apply and record membership renewal payments, changes, and requests using the AXIS CRM system.
• Collaborate with front-line sales staff to resolve membership-related issues, address concerns, and provide guidance.

Customer Service and Sales Support:

• Serve as a resource for front-line sales staff, responding to membership inquiries related to payments, renewals, and billing in a timely manner.
• Assist members and prospective members with payment issues, membership inquiries, and troubleshooting via email, chat, or phone.
• Ability to sell new CAA memberships, handle renewals and upgrades, and provide comprehensive support to ensure a seamless customer experience.

Communication and Collaboration:

• Collaborate with cross-functional teams to ensure seamless payment processing, membership updates, and data accuracy.
• Coordinate with other departments to facilitate cross-functional collaboration and resolve customer inquiries or concerns.

Knowledge Management:

• Stay informed about current organizational lines of business and offerings.
• Keep up-to-date with current membership offerings, promotions, and policies to provide accurate information to front-line sales staff and members.

Process Improvement:

• Identify opportunities for process enhancements and contribute to testing and implementing technical updates within the AXIS CRM system to improve membership processing efficiency.

Additional Duties:

• Assist with various tasks and projects as assigned to support the overall success of the Membership Solutions team.

Requirements: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Post-secondary degree/diploma in a related field or equivalent experience.
• Proven experience in data entry, payment processing, batch payment reconciliation, or similar roles.
• Previous experience in handling financial transactions, with a focus on accuracy and detail.

Customer Service Excellence:

• Proven track record of delivering excellent customer service, with strong interpersonal and problem-solving skills.

Sales Support Experience:

• Prior experience providing support to front-line sales staff is preferred.

Technical Skills:

• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Familiarity with CRM systems and database management; experience with AXIS is an asset.

Communication Skills:

• Fluent in English with excellent verbal and written communication skills.
• Comfortable utilizing digital communication channels such as chat and email.

Organizational Skills:

• Strong attention to detail and accuracy, particularly when dealing with large volumes of payment data.
• Ability to multitask, prioritize tasks, and manage multiple projects and deadlines effectively.

Compensation

• Salary: $45,000
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

Must be legally entitled to work in Canada

Employment is contingent on satisfactory results of a criminal background check and references

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Job Types: Full-time, Permanent

Pay: $45,000.00 per year

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care
• Work from home

Experience:

• Payment Processing: 1 year (preferred)
• Data Entry: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: Hybrid remote in Gloucester, ON K1J 9K9