We are an all-inclusive organization joined together by a shared commitment to serving the community.
Essential Functions
· Responsible for all branches’ activity set up and support of software platforms in, inclusive of account management such as set up, reset of passwords, troubleshoot user error and deactivation of accounts.
· Coordination with branch teams for the setup of activities and manage the communication and resolution of issues with a focus on excellent service.
· Serve as primary Financial Assistance manager for the Association, including internal and external communications, exercising discretion to protect confidentiality of applicants and making appropriate award determinations. This role includes evaluation of confidential member information against Y eligibility criteria, and the ability to discern exceptional need requiring extra assistance. Communication skills should include diplomatic delivery.
· Primary management of staff-facing system for online support emails from staff. This includes timely reply to problem solve all questions, issues, needs and concerns. Utilize all appropriate methods of communication for a timely and highly responsive solution.
· Troubleshoot and assist with the resolution of system related problems and issues with a focus on excellent customer service.
· Support Accounts Receivable team and branch teams as needed with membership and program enrollment, including but not limited to, adjustments of fees, days attending, credits and chargebacks.
· Coordinating with supervisor, interface with ACTIVE Net technical assistance and account management teams.
· Assist with the design of training courses, maintain and deliver training protocols for staff relating to operating software.
· Analyze support tickets and communicate trends with supervisor with a focus on eliminating reoccurring issues.
· Assist with maintenance and integrity of the ACTIVE Net database.
· Support Director of Membership Software with set up of other programs as needed.
· Performs such other job-related duties as may be periodically assigned.
Cause-Driven Leadership Competencies
Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
