JOB DESCRIPTION
Position Title: Membership Experience Manager
Reports to: Director of Engagement
Status: Full time
ABOUT BGCN
Founded in 1938, the Boys & Girls Club of Newark (BGCN) is a non-profit organization serving youths in order to help them achieve academic success, build good character and citizenship, and lead healthy lifestyles.POSITION OVERVIEWThe Boys & Girls Club of Newark (BGCN) is currently seeking a highly energetic, detail- oriented, organized, and compassionate individual interested in leading and overseeing all membership and Third-Party pay, including but not limited to: improving and sustaining a streamlined, centralized membership tracking process, ensuring accurate payment tracking and management of family and third party pay, provide technical assistance and support for families to ensure all billing and third-party pay related matters are resolved in an efficient and effective way. This person will also provide support and technical assistance to BGCN staff at external sites.
IDEAL CANDIDATE
The ideal candidate will possess the following:
An enthusiastic commitment to BGCN’s mission
● A high attention to detail with a focus on accuracy
● Strong computer literacy skills with specific experience using Microsoft Word andExcel.
● Demonstrated database management and reporting experience
● Demonstrated excellent written and verbal communication skills
● Exceptional interpersonal skills and strong desire to provide high-quality customer service
● Ability to communicate with individuals from various backgrounds
BGCN Membership Experience Manager Last updated 11/21/2016
RESPONSIBILITIES:
Membership Accountability 40%
● Responsible for all input, reconciliation and administration of enrollment and membership
● Manages all of BGCN’s membership databases
● Monitor entire membership enrollment process, assuring that all applications are
complete and required supporting documents are collected and processed for
accuracy
● Providing assistance and troubleshooting support to families as it relates to the
online application
● Monitor sign in process at each BGCN location tour ensure attendance accuracy
● Ensure all rosters at each BGCN location is accurate and up-to-date
● Ensure that membership enrollment goals are met
● Provides high-quality customer service to all parents, as well as BGCN and KIPP
stakeholders
● Under direct supervision of the Director of Culture and Director of Engagement,
provides refunds to and payment reconciliation support to families
● Ensure that all deadlines for membership information and data are met
● Respond to customer service problems, compliments and complaints; contact
members by phone within 24 hours with specific attention to customer satisfaction
and member retention
● Maintain clear lines of communication to BGCN and KIPP staff as it relates to any
and all roster changes
● Oversee the administration of scholarship memberships, including the interview
process and completion of all paperwork
● Responsible for monthly invoicing to families
● Ensure real-time tracking of all payments and providing accurate, up-to-date
payment reports
● Maintain enrollment records, ensuring the accurate submission of applications and
collection of all supporting documents
● Develop and maintain strong parent/guardian relationships and serves as internal
contact for any matters related to membership
● Performs other support functions as requested by BGCN management
BGCN Membership Experience Manager Last updated 11/21/2016
Program for Parents (PFP) Accountability 40%
● Collaborate with the DOC, DOE, SC’s and attendance team to manage the administration of Program for Parents (Third Party Pay) with high regard for accuracy, timeliness and consistency
● Monitor entire PFP enrollment process, assuring that all PFP applications are completed and returned to Parents/PFP in an accurate and timely manner
● Manage the Program for Parents component in a timely and accurate manner,
consistent with the needs of the organization
● Complete E-Child Care portal maintenance and communicate changes to BGCN
( DOC, DOE and SC’s )
● Complete and reconcile daily attendance and swipe audits
● Communicate discrepancies to families and relevant BGCN / KIPP team members
immediately
● Invoice monthly Co-pays to all families
● Monitor and track PFP revenue, providing accurate and up-to-date reports
● Print monthly PFP payment reports for finance department
● Complete PFP orientation for all new families
● Send updated license to PFP 1 month prior to expiration date or upon receipt of
updated license
● Complete, update and send all calendar changes to Program for Parents for holiday
and closure days
● Answer all incoming phone calls, preparing correspondence and reports relating to
membership and PFP
● Provides high-quality customer service to all parents, as well as BGCN and KIPP
stakeholders