Administrative, Clerical, Support, Customer Service and Support, Membership
his is a specialized position in the Member & Component Support department in which the incumbent will process membership renewal payments, new and reinstating applications for membership, membership status changes and chapter transfers. The Associates are also responsible for providing world class customer service by responding to inbound and outbound telephone calls, e-mail, fax inquiries and questions from the staff, components, and members regarding AIA membership. The Associates are responsible for staying updated on all changes pertaining to departmental policies and procedures and are required to telework in the event of inclement weather/emergency Institute closures.
Maintains the AIA’s Association Management System membership database module to accurately reflect the status of current, prospective and former members.
Post membership dues payments to appropriate member record file accurately and timely
Process daily lockbox import of dues payments from banking institution
Balance financial transaction batches to payments received.
Confirm eligibility of new and reinstating applicants before entering their information into the database. This may include follow-up with prospective members if not ineligible for membership.
Properly notify member with a new request for information when credit cards may be determined to be invalid, declined or expired during verification.
Makes calls to members regarding payment of annual dues and membership benefits.
Phone and email contact with components regarding membership related matters.
Properly identify members under CES Audit and handle according to policy.
Process transfers, upgrades, dues waivers/adjustments, status changes and address changes received from members and components.
Support membership recruitment and retention efforts, as necessary.
Communicate with state and local components regarding additional information needed to process application or other membership related matters.
Works independently to respond to member and component inquiries timely for information regarding membership or knowledge-generated data; request may be received via telephone, fax, email or netFORUM contact inquiries.
Provides input on the effectiveness or ineffectiveness of current policies and procedures to maximize team performance.
Completes special projects as assigned that require quick learning and adaptability.
Performs other duties as assigned including, but not limited to, training new and/or existing staff, temporary staff, and assisting with annual AIA national convention
Current, prospective and former members
State and local component staff
AIA staff, especially Accounting and IWST/AMS
Demonstrated and outstanding skills in data entry, customer service and writing. Excellent capabilities in assuring prompt problem solving and ultimate customer satisfaction. Skill in consistently demonstrating a dedicated service commitment: resourceful, diplomatic, sensitive and responsive to the needs of members and components. General knowledge of and skill in accounting systems/processes and transaction documentation in a customer service environment. Skill in the use of MS Office, and member/customer service database system. Proven skill in organization and detail-orientation. Ability to consistently meet tight deadlines.
College degree preferred with a minimum of two years of related experience. Three years of responsible customer service or member service experience is required in lieu of degree. Flexibility to work overtime during seasonal busy periods and as needed.
Internal Number: AIAASSOCMBRSHIPOPS0071619
About The American Institute of Architects
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.