About the Position

The Member Engagement Coordinator is responsible for the day-to-day operations and execution of the Academy’s volunteer program and overall membership experience and engagement activities. The goal for this position is to provide the Academy’s members and volunteers with the utmost in customer service resulting in a highly satisfactory member experience as well as adding value to their involvement with the Academy by providing meaningful opportunities through member and volunteer engagement.

The Member Engagement Coordinator must have excellent written and verbal communication skills, solid organizational skills, and the ability to independently manage multiple priorities with a high degree of accuracy and minimal supervision. The qualified candidate should possess strong interpersonal skills, maturity, good judgment, and collaboration techniques.

This position reports to the Senior Director of Membership. It also requires in-person attendance at the office in Reston, Virginia two to three days per week.

Essential Functions

The Member Engagement Coordinator will be asked to:

• Monitor overall member satisfaction and oversight of member engagement activities through data analyzation and regular reporting in collaboration with the Senior Director of Membership.
• In partnership with the Membership Coordinator, provide front-line member services, including guidance and training for the customer service team, phone, and online communication to achieve superior customer service. This includes but is not limited to responding to requests, resolving problems, and answering questions from volunteers, leadership, members, prospective members, and non-members.
• Be an active participant on the Academy’s core customer service team.
• Coordinate the day-to-day operational activities of the Academy’s volunteer program.
• Support the building and implementing of volunteer onboarding and engagement plans that encourage growth and retention of volunteers.
• Create and coordinate volunteer-related marketing plans in collaboration with the Senior Director of Membership and other Academy staff.
• Monitor volunteer-related communications and marketing calendar in collaboration with the marketing and communications staff.
• Evaluate the effectiveness of volunteer marketing efforts through subjective and objective outcome metrics.
• Maintain member and volunteer data, including database management, volunteer lists, and analysis reports.
• Maintain knowledge and wherewithal of Academy products, services, and activities at a foundational level to best deliver superior customer service.
• Answer phones as part of the Academy’s core customer service team and serve as back-up to the front desk.
• Perform all other duties as assigned.
  
  

Position Qualifications

• Strong commitment to, and the ability to demonstrate consistently, outstanding customer service.  This includes skills in resourcefulness, diplomacy, initiative, as well as an innate sensitivity to the needs of members.
• Demonstrated written and oral communication skills.
• Possesses strong attention to detail and organizational skills.
• Comfortable on the phone and engaging with limited information and background.
• Demonstrated proficiency in MS Word, Excel, and Outlook.
• Ability to work independently and as part of a team to solve challenges and make decisions; translate results, demonstrate flexibility and eagerness to learn and embrace challenges.
• Ability to work fully and effectively remotely while out of the office.
• Ability to manage multiple projects at a time and reprioritize as necessary.
• Some knowledge of associations and an understanding of their financial institution products, services, and operations to include volunteer engagement is desired.
• Experience working in a membership AMS database (i.e., ClearVantage) is desired.

Travel Requirement

This position requires domestic travel to the association’s annual conference.

Compensation

The Academy’s compensation is competitive and commensurate with experience. Fantastic benefits package and enjoyable team environment. 

Apply

To apply, send a cover letter, resume, and salary requirements.