<p>The Membership Coordinator - Administration, under the direction of the Associate Executive Director, is responsible for ensuring the accuracy, integrity, and efficiency of all membership-related administrative processes. This position supports the operational backbone of the membership department by managing financial transactions, collections, failed payments, Open Doors documentation, account audits, deposits, and member record maintenance.</p> <p>Working in a fast-paced, detail-oriented environment, this role requires strong organizational skills, accuracy, confidentiality, and the ability to work collaboratively with Welcome Center staff, YES Center personnel, and center leadership. The Membership Coordinator plays a vital role in member satisfaction by ensuring timely follow-up, accurate account management, and smooth operational processes that support engagement, retention, and financial health.</p> <p>ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:</p> <p>Membership Administration & Financial Processing</p> <p>Ensures accurate and efficient administrative operations for the membership department, including but not limited to:</p> <ul> <li>Oversees daily membership administration processes including account updates, documentation verification, account audits, and corrections. </li><li>Manages failed bank drafts, returned payments, and delinquent accounts in alignment with association standards. </li><li>Conducts timely collection outreach via phone, email, and in writing to recover past-due membership dues. </li><li>Prepares, reconciles, and submits daily bank deposits and credit card settlement reports. </li><li>Processes membership changes including holds, cancellations, Open Doors adjustments, and refunds following established procedures. </li><li>Ensures accuracy of billing cycles and verifies proper account setup for all membership types. </li><li>Works closely with the YES Center and Associate Executive Director to address discrepancies and resolve payment or account issues. </li></ul> <p>Open Doors Program Management</p> <p>Supports the mission of the YMCA by coordinating the center's Open Doors financial assistance process:</p> <ul> <li>Processes Open Doors applications including reviewing documents, verifying income, and calculating appropriate assistance levels. </li><li>Ensures all documentation is accurate, complete, and securely stored based on association requirements. </li><li>Communicates application decisions clearly and compassionately to applicants. </li><li>Tracks renewal deadlines and proactively follows up with members needing updated documentation. </li><li>Works with the Associate Executive Director to ensure program consistency and compliance across the center. </li></ul> <p>Member Follow-Up & Account Support</p> <p>Supports member satisfaction and retention through proactive administrative support:</p> <ul> <li>Conducts follow-up calls and emails for account issues including failed drafts, missing information, returned payments, and required documentation updates. </li><li>Assists members with understanding their billing, account changes, and financial assistance status. </li><li>Identifies trends and recommends improvements to administrative processes and member communication. </li><li>Provides accurate and timely responses to member concerns and escalates issues to the Associate Executive Director as needed. </li><li>Ensures all membership-related records are maintained with confidentiality and accuracy. </li><li>Audits membership accounts to ensure households our in compliance with Tampa YMCA policy </li></ul> <p>Member Engagement, Communication & NPS (Listen360) Management</p> <p>Supports member satisfaction, retention, and service recovery by managing member feedback systems and enhancing engagement processes, including but not limited to:</p> <ul> <li>Oversees Listen360 (NPS) feedback for the center including daily review, categorization, and timely follow-up to detractors, passives, and promoters. </li><li>Ensures all member feedback receives a response within established timeframes and communicates trends to the Associate Executive Director. </li><li>Tracks recurring themes from feedback and collaborates with center leadership to recommend and implement service improvements. </li><li>Works with Welcome Center staff to ensure consistent delivery of member experience standards. </li><li>Coordinates follow-up for member issues that involve billing, account changes, Open Doors, or administrative corrections. </li><li>Supports member retention strategies through proactive outreach to at-risk members (e.g., those with declined drafts, frequent holds, or declining engagement patterns). </li><li>Assists with member appreciation initiatives, onboarding communications, renewals, and satisfaction touchpoints that enhance member connection and loyalty. </li><li>Maintains documentation of all Listen360 follow-up actions in alignment with association expectations. </li></ul> <p>Reporting, Auditing & Compliance</p> <p>Ensures accuracy, consistency, and adherence to YMCA standards for membership administration:</p> <ul> <li>Completes weekly and monthly membership audits to verify account accuracy and ensure best practices are being followed at the Welcome Center </li><li>Maintains proper documentation for memberships, financial assistance, and financial transactions. </li><li>Ensures adherence to association policies, safety standards, and recordkeeping requirements. </li><li>Maintains up-to-date knowledge of membership software, procedures, and association workflows. </li></ul> <p>Volunteerism</p> <p>Supports the YMCA's culture of volunteer engagement by promoting, coordinating, and sustaining volunteer involvement within membership operations and center-wide initiatives, including but not limited to:</p> <ul> <li>Encourages and models a culture of volunteerism in alignment with YMCA values and association priorities. </li><li>Works with the Associate Executive Director and Welcome Center staff to identify volunteer needs related to administrative support, membership engagement events, and special initiatives. </li><li>Assists with onboarding volunteers for membership-related roles, ensuring proper documentation, training, and adherence to YMCA policies and safety standards. </li><li>Helps coordinate volunteer involvement during membership drives, appreciation events, fundraising efforts, and community outreach activities. </li><li>Ensures volunteers feel welcomed, supported, and valued through consistent communication and recognition practices. </li><li>Maintains accurate volunteer records, hours, and assignments as required by association standards. </li></ul> <p>Membership Operation and Team Support</p> <p>Supports the Associate Executive Director and Welcome Center team in daily membership operations:</p> <ul> <li>Provides coaching, support, and guidance to Welcome Center staff regarding sales techniques and lead follow-up. </li><li>Assists with front desk operations as needed including greeting members, processing transactions, and addressing member needs. </li><li>Helps maintain a clean, organized, and member-ready Welcome Center environment. </li><li>Communicates feedback and trends to leadership to enhance processes and experiences. </li><li>Approximately 40%-50% of time spent in ratio at the Welcome Center </li></ul> <p>Safety and Risk Management</p> <ul> <li>Adhere to all Federal, State, and local safety regulations, as well as all YMCA policies and procedures related to the safety, health, and welfare of members, participants, guests, and staff. </li><li>Ensure that all Tampa YMCA standards, leading practices, and policies are implemented and consistently followed, including those related to emergency procedures, child abuse prevention, and appropriate supervision. </li><li>Adhere to policies and procedures related to managing high-risk activities and supervising participants and boundaries with participants when applicable. </li><li>Ensure implementation of and follows all training requirements including risk management and child abuse prevention training in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures. </li><li>Maintain a safe and healthy environment at all times, including performing daily safety checks of program areas, equipment, and supplies. </li><li>Maintain proper records, including certifications, meetings and trainings. </li><li>Maintain an emphasis on safety in all areas of responsibility as they relate to members and staff. </li><li>Front desk personnel-ensure member or association guest are properly signed in and signed out, ensures only authorized adults are allowed in the facility, etc. </li><li>Contribute to creating and maintaining a safe, positive, and respectful environment for members, guests, and staff. </li><li>Promptly report any suspicious or inappropriate behavior, as well as policy violations, following established association procedures. </li></ul> <p>Education/ Experience Required:</p> <ul> <li>Bachelor's degree or equivalent required; early childhood education, Recreation Management or related field of study preferred. </li><li>Must meet the county and state licensing requirements, including DCF requirements. Florida Director </li><li>Credential, preferred. </li><li>Minimum of two (2) years of YMCA or membership-based experience preferred. </li><li>Experience working in a Y (or similar) 3,500+ unit membership base organization supervising or serving in a leadership role preferred. </li><li>Highly motivated with the ability to meet or exceed goals. </li><li>Demonstrated ability to multi-task and adapt to changing contexts and priorities. </li><li>Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making. </li><li>Strategic planning and tactical execution experience that resulted in the achievement of goals. </li><li>Excellent personal computer skills and experience with standard business software. </li><li>Must be able to work flexible hours including evenings, weekends, and holidays. </li><li>Ability to relate effectively to diverse groups of people from all social and economic segments </li></ul> <p>of the community.</p> <ul> <li>Tentative scheduled work week: Tuesday-Friday, 12p - 8p; Saturday 8a-3pm </li></ul> <p>Certifications/Trainings Required:</p> <ul> <li>Must obtain within 30 days of employment and then maintain current certifications in BLS, First Aid, and Oxygen Administration. </li><li>Must achieve Open Door training with 60 days of hire/starting position </li><li>Maintain other required certifications as stated in the training matrix. </li></ul> <p>WORK ENVIRONMENT AND PHYSICAL DEMANDS:</p> <p>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 including, but not limited to:</p> <ul> <li>While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device </li><li>Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting </li><li>The employee frequently is required to sit and reach, and must be able to move around the work environment </li><li>Ability to lift and move a minimum of 30 pounds </li><li>Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust </li><li>Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold </li><li>The noise level in the work environment is usually moderate </li><li>This position may require availability to work flexible hours including evenings, weekends, and holidays as needed </li><li>Must be able to perform all duties and functions of those that are supervised </li></ul>