Senior Membership-Specialist

STM

Key Responsibilities:

• Oversee and execute the end-to-end processing of new membership applications, focusing particularly on complex or escalated cases requiring in-depth policy interpretation and liaison with senior management.
• Manually review applications and supporting documentation to verify eligibility, acting as the final point of internal review for prerequisite compliance (e.g., certifications, income, or specific qualifications).
• Coordinate efficiently with internal review boards, legal, and finance departments to organize, track, and secure approvals for membership applications and financial documentation.
• Manage the official issuance of membership credentials and ensure seamless, high-quality onboarding experiences, setting standards for initial member communication.
• Administer the annual or periodic membership renewal process, proactively identifying and resolving systemic issues that may impede timely renewals or accurate invoicing.
• Conduct proactive follow-up communications (phone/email) with members in the grace period, and contribute data and insights to management regarding member retention strategies.
• Maintain and audit rigorous data quality and accuracy within the Customer Relationship Management (CRM) or membership database system, and develop best practices for data entry and maintenance.
• Process membership payments, transfers, and refunds, ensuring proper financial documentation and providing summary reports to the finance department on membership revenue status.
• Serve as a Subject Matter Expert (SME) on membership policies and procedures. Adhere to established policies and proactively contribute to the creation, update, and adoption of Standard Operating Procedures (SOPs) for key membership processes.
• Assist in the training and guidance of new or junior staff members regarding application processing, system usage, and policy adherence.

Key Performance Indicators (KPIs)

• Accuracy rate in complex application processing and policy interpretation.
• Successful contribution and implementation rate of new or updated SOPs.
• Member satisfaction score related to onboarding and service touchpoints.
• Efficiency gains achieved through process improvements or system utilization.
• Data quality score/error reduction rate in the CRM/membership database.