Position Summary:

The Member Services Coordinator supports the Stephens Family YMCA’s mission of strengthening community through youth development, healthy living, and social responsibility by ensuring excellence in membership operations, financial processing, and front desk leadership.

This position oversees membership account management, billing accuracy, member engagement initiatives, and administrative operations. The Coordinator ensures consistent service standards, accurate financial documentation, and strong operational support for Member Services staff. This role requires strong organizational skills, financial accuracy, discretion, and the ability to lead in a fast-paced, service-driven environment.

Essential Responsibilities:

1. Membership Account & Billing Management

• Process membership change forms, cancellations, renewals, and new enrollments.
• Manage billing adjustments, prorated charges, refunds, service charges, and payment scheduling.
• Review and resolve duplicate accounts and system discrepancies; generate monthly duplicate account reports.
• Oversee guest pass usage and ensure proper billing procedures.
• Maintain accurate digital and physical membership records, audit files for compliance and completeness.
• Apply Y Bucks and authorized credits to member accounts.
• Ensure clear documentation and communication regarding all financial transactions.

2. Financial Processing & Administrative Support

• Process refunds and payment adjustments accurately and timely.
• Assist with internal billing coordination, including HEAT billing and related financial tracking as needed.
• Maintain organized filing systems and financial documentation.
• Order and manage office supplies.
• Register full-time staff for conferences and professional development.
• Schedule management meetings and assist with administrative coordination.

3. Member Engagement & Retention

• Process new member applications and referral documentation.
• Coordinate Refer-a-Friend incentives and recognition programs.
• Conduct member outreach including welcome calls, billing reminders, and engagement communications.
• Support program enrollment verification and eligibility requirements.
• Promote a member-focused culture that prioritizes retention, satisfaction, and community connection.

4. Front Desk Operations & Staff Support

• Provide ongoing operational support to Member Services staff.
• Ensure consistent implementation of front desk procedures and update training materials as needed.
• Assist with recruiting, onboarding, training, scheduling, and supporting Member Services staff.
• Help prepare monthly staff schedules and monitor coverage needs.
• Lead or participate in regular Member Services meetings.
• Maintain front desk materials, information boards, and operational manuals.
• Provide front desk coverage during peak times or staffing shortages.

5. Leadership & Culture

• Model relationship-building skills and foster a welcoming, inclusive environment.
• Handle and resolve member concerns professionally and escalate when appropriate.
• Maintain confidentiality of all membership and financial information.
• Apply YMCA policies consistently and uphold organizational standards.
• Perform other duties as assigned in support of the YMCA mission.

Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum of two (2) years of customer service, membership administration, or related experience.
• Previous supervisory or team leadership experience preferred.
• Strong organizational skills and exceptional attention to detail.
• Proficiency in Microsoft Office; experience with membership software (Daxko preferred).
• Excellent verbal and written communication skills.
• Ability to manage confidential financial information with discretion.
• Ability to relate effectively to diverse populations and maintain professionalism in all interactions.
• CPR/First Aid certification (or ability to obtain within 90 days of hire).

Working Conditions & Physical Requirements

• Ability to sit or stand for extended periods while maintaining attentiveness.
• Ability to bend, kneel, walk, and perform light lifting as needed.
• Ability to manage multiple priorities in a dynamic environment.
• Visual and auditory ability to respond appropriately to emergencies.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and LTD Insurance
• Paid Vacation, sick, and personal days
• Paid Holidays
• 403(b) and 401(a) 
• Free YMCA membership
• Discount on YMCA programs and merchandise

Child Abuse Prevention:

As a YMCA staff member, you are responsible for ensuring a safe and supportive environment for all members, participants, and colleagues. This includes actively adhering to and promoting the YMCA's abuse risk management policies, which are designed to prevent and address any potential incidents of abuse. You are expected to remain vigilant in recognizing signs of abuse, report any concerns or suspicious behaviors immediately, and participate in required training to stay informed on best practices for safeguarding. Your commitment to these protocols is essential in fostering a trusted, respectful, and secure environment for everyone involved in YMCA programs and services.