Member Relations Specialist

Member Relations SpecialistLOCATION: Rockville, HybridPrimary Objective: The Member Relations Specialist is responsible for fostering a strong and growing membership base through exceptional service and by demonstrating the value of membership to current and potential members. A critical aspect of this role is identifying any gaps in perceived value from members, understanding their concerns, and collaborating with the team to address these issues and enhance the member experience.The Member Relations Specialist will serve as the main point of contact for current, former, and potential members, as well as for component societies. They will manage membership inquiries, maintain accurate member records, and ensure that all membership processes are handled efficiently.KEY RESPONSIBILITIES:Deliver personalized, proactive member support:Work closely with state components to identify and recommend relevant resources to members at key stages of their membership journey (e.g., reaching out to third-year residents with resources tailored to them, providing reminders for continuing education opportunities).Proactively research and offer solutions by sharing available resources and benefits, ensuring members receive the appropriate support based on their specific needs.Effectively communicate the organization's offerings and value to both members and non-members with confidence and clarity.Initiate and maintain personal contact with members:Regularly reach out to current, past, and prospective members via phone or email to inform them about any changes to their membership status, dues, or other important updates.Provide member-centric service by addressing their issues promptly, guiding them toward solutions, and ensuring follow-through.Respond to emails or voicemails within one business day, acknowledging receipt and keeping members informed.Stay informed about membership benefits and organizational activities:Regularly review publications and resources to stay up to date on available benefits and upcoming events so that you can effectively share relevant information with members.Identify areas where existing processes may hinder the member experience and actively contribute ideas to improve service while maintaining the integrity of policies and procedures.Collaborate with internal teams and component organizations to ensure that exceptional service is consistently delivered.Manage relationships with component organizations:Serve as a primary liaison for component organizations, ensuring smooth communication and addressing their membership-related needs.Work with component organizations to recruit and retain members, and promote resources that align with the needs of the broader membership base.Keep component leaders informed about relevant member benefits and resources, and track any leadership changes within components.Support candidate members and monitor membership proTrack the status of membership applications, assisting prospective members through the onboarding process and helping them complete their registration.Report monthly on candidate engagement, tracking progress, and monitoring conversion rates from candidates to active members.Monitor and report on membership data:Regularly review and track membership metrics, including retention rates and membership growth, and identify areas for improvement.Share insights and trends with the team to strategize solutions for any challenges related to membership retention, dues collection, or status changes.Report on membership numbers, including any issues related to reinstatement or suspensions, ensuring accurate reporting.Serve as the voice of the members:Actively listen to member feedback, identifying challenges and concerns, and relay this information to internal teams to helpAll qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers requirea background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Created: 2025-01-24