This a professional position in the Membership Services department reporting to the Director, Membership Operations. The primary function of this position is to manage Membership Processing Operations.

Membership Processing is responsible for overseeing the processing of $47m in AIA National, state and local component revenue, overseeing the processing of non-revenue transactions, management of memberships in centralized database, and for supporting nearly  1,000 members, prospects, customers, components, AIA National staff and 250 chapters.

This position is considered a core staff position. In order to provide AIA members and customers with services during inclement weather or similar extraordinary circumstances, the incumbent will telework and continue to serve our members and customers unless they encounter circumstances that may prevent them from working at home.

Job Duties:

• Maintain the AIA's membership AMS (netFORUM) database to meet the processing and data needs of the regional, national, state and local components for all new, renewing and reinstating members.
• Assures an accurate centralized membership records database and a timely dues collection system for national, state and local component dues from the entire membership base.

• Manage membership monthly Key Performance Indicators (KPI's) including, membership payment processing, year over year lockbox and non-revenue transaction, and managing of all specified Service Level Agreements (SLA's).

• Develop and maintain a well-organized team; identify and utilize available resources to effectively support business objectives while maintaining a highly productive work environment with attention to staffing, scheduling and retention strategies.
• Drive continuous improvements to departmental processes to increase productivity, enhance the customer experience, and reduce costs and risks through operational and technology enhancements.
• Develop and implement knowledge transfer processes with other departments to ensure that all membership operational staff can respond to questions and inquiries with timely, relevant and credible information.
• Regularly collect and prepare management and other reports that reflect operational productivity, efficiency and effectiveness.
• Responsible for developing and executing a plan to ensure business continuity in the event of a system shut-down, enabling Membership Operations Associates to effectively respond to customer needs with the least amount of disruption.
• Post membership dues payments to appropriate member record file; balance financial transaction batches to payments received.
• Resolve all pending membership application issues in timely manner reducing overall outstanding revenue /non-revenue transactions.
• Implement proactive tools/resources to avoid backlog of revenue and non-revenue transactions during peak periods
• Maintain superior quality service standards by regularly auditing outward facing communications from the Operations team
• Manage the processing of non-revenue transactions as directed by Director, Membership Operations.
• Conduct annual audit and updates to all standard operational procedures and manage both internal and external documentation.
• Provide Operation support in administering AIA's firm billing program.
• Generate and maintain reports on operational performance and other key areas.

• Responsible for maintaining current training documentation and for training personnel on processing procedures. This includes annual review of Operations Standard Operational Procedures (SOPs) and updating as processes change.

• Contribute Operational content as needed or directed for regular Component Updates newsletter.

• Assist with coordinating proper Operational testing for all technology system upgrades/updates and/or process changes.
• Train membership associates and temporary staff on all aspects membership processing.
• Provide support in successful implementation of various service processes including, but not limited to, applying payments, creating memberships, address changes, upgrades, chapter transfers, waivers, and cancellations.

• Resolve most non-complex questions and problems and refers complex issues to higher levels.

• Work collaboratively with peers in department; partner with senior management to assist with operational and strategic direction on training programs needed to optimize service performance.
• Work directly with the accounting department to resolve discrepancies in check batch processing, requests for credit card signatures, problems with bank deposits, and many other financial situations.
• Assist with coordinating proper testing for all technology system upgrades/updates.
• Provide input on the effectiveness or ineffectiveness of current policies and procedures to help ensure top team performance.

• Serve as liaison to the banking institution regarding tracking of missing payments, missing bank receipts, reviewing and correcting bank totals and processing adjustments.

• Work independently to respond to member and component inquiries for information regarding membership or knowledge-generated data; request may be received via telephone, fax, email or netFORUM contact inquiries.
• Manage the performance of membership associates by defining accountabilities, establishing performance objectives, and providing feedback and guidance.
• Provide support with employee development and performance, ensuring that opportunities for formal or informal learning are available and the department's professional development goals are met or exceeded.

• Support and promotes the mission and priorities of the Institute and a positive workplace culture.

Other duties as assigned by the Director, Membership Operations or Managing Director of Membership Strategy & Operations.

Frequent Contacts:

Members

Public

Clients/Customers

CACE (Council of Architectural Component Executives) and their system users

AIA Component staff

AIA Accounting & Finance

AIA Component Relations

AIA General Counsel

AIA Continuing Education

AIA Honors and Award

AIA Membership Strategy and Services

AIA Association Management System

AIA Information Technology

AIA Product Strategy

AIA Brand & Creative