Summary: Under the direction of the Vice President of Membership & Professional Standards (VP) and in accordance with the Association’s policies and procedures, the Manager of Member Care supervises and oversees the daily operational activities of the Member Care department, leads a team of front-line specialists, and engages in a variety of activities that addresses the needs of members and the Association.

Essential Duties and Responsibilities: These essential duties and responsibilities are not intended to be and should not be construed, as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.

Member Care:

• Oversee the daily operations and quality assurance of the Member Care team by supervising staff and organizing and monitoring work processes.
• Create and implement quality training processes for direct reports with a focus on accuracy, customer service, and member satisfaction. Oversee staff development and mentoring of direct reports.
• Manage the primary points of contact of the Association which include the call center and general email inbox. Develop schedules, assign and monitor work, gather resources, implement productivity standards to ensure effectiveness and efficiency, resolve operational problems, maintain reference manuals, and implement new procedures.
• Ensure staff adhere to Key Performance Indicators of department activities. Prepare and deliver monthly reports of performance to VP.
• Adhere to and supervise PCI compliance standards for all payment processing within the department.
• Address all escalated issues within the department.
• Assist in innovation and automation surrounding common inquiries and department processing requests. Modify best practices as needed for member care and disseminate information to appropriate staff members.
• Consistently measure and make recommendations for new programs and implement methods to determine department effectiveness and efficiency.
• Run and analyze daily, weekly and monthly reports around membership statistics and department processing, communicating findings with the VP.
• Develop, audit, and review service performance and membership and trend reports for the Member Care department including the call center as well as, develop and implement actions or remedies as necessary to ensure operational excellence reporting to relevant stakeholders including Board of Directors as required.
• Review monthly MRED invoices to determine accuracy in billing and address any issues.
• Oversee the Member Care team in accordance with the Association’s Member Care operating policies and procedures and the Association’s Financial policies and procedures (as appropriate).
• Promote the image of the Association in a professional and positive manner and provides motivation and training to department.
• Design when necessary and deliver training programs and cross training programs for new hires, temporary staff, and existing staff.
• In conjunction with the VP, oversee and maintain all aspects of the department’s budget including monitoring and tracking of departmental revenue and expenses, forecasting and the development of contingency plans.
• Create and maintain positive relationships with members and offices.
• Oversee NRDS database maintenance, inquiries and IDFPR verifications.
• In conjunction with the VP, identify relevant training and development opportunities for departmental staff.
• In conjunction with the VP, identify staffing needs.
• Ensures annual compliance with the NAR Mandatory Core Standards for Associations of REALTORS® for areas of organizational responsibility.
• Other duties as assigned.

Other:

• Work closely, and in a timely fashion, with the HR Generalist and NAR HR Consultant on Human Resource matters for the department including, annual evaluations, documenting disciplinary matters and any other HR matters of importance.
• Oversee area staff development and mentoring.
• Identify relevant training and development opportunities for area staff and identify staffing needs, as well as when a third-party outsource is needed.
• Other duties as assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: A bachelor’s degree in Business Administration, Project Management, Organizational Development, or related discipline required. A minimum of five (5) years in either Association management, Training & Development, Customer Service management, Project management, or related area is required. Of the five (5) years professional experience, two (2) years must be in the supervision of staff.

Computer Skills: Advanced computer skills and knowledge of Microsoft Office 365 suite such as SharePoint, PowerAutomate, Planner, Excel, and Teams are required. Experience in project management software such as Monday.com preferred but not required.

Leadership Skills: Although the list of a leader’s desirable qualities is virtually endless, the following leadership characteristics are expected of an employee to successfully perform their job: loyalty, integrity, enthusiasm, flexibility, knowledge, and communication. Must possess the ability to exercise independent and responsible judgment and handle confidential and sensitive information.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with complex problems involving several variables. Ability to think creatively and speak thoughtfully under pressure. Ability to think analytically and creatively. Ability to work independently and exercise independent and responsible judgment.

Language Ability: Ability to read and interpret documents such as industry briefings, contracts, letters of agreement and procedures manuals. Ability to write in-depth reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and analyze them.

High stress/pressure – performs a variety of duties, often changing from one task to another

Concentration – Performs with frequent interruptions or distractions

Energy level – Completes a high volume of work within established time deadlines.

Flexibility/Adaptability – Adjust priorities quickly as circumstances dictate.

Emotional Regulation - Ability to interact appropriately with colleagues for different purposes in different contexts.

Supervisory Responsibilities: This position supervises the following individuals: Member Care and Professional Standards Coordinator; Information Specialist, and Processing Information Specialist.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly sits, stands, walks, kneels and other ambulatory functions; uses fine motor skills; uses auditory, and visual senses. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee may be required to frequently lift a maximum of 25 pounds.

This position is hybrid and required to be in the office Tuesday through Thursday at the office located on Michigan Avenue.

Salary Range: $70k-$85k, commensurate with experience.

Benefits provided:

- Medical, including dental and vision

- Time off, paid holidays and sick time

- 401k Retirement

- Life Insurance

- Parental leave

- Short-term/long-term disability

- Pre-Tax transit

- Wellness benefit

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