Member Data Specialist

Member Data Specialist

Title: Member Data Specialist

FLSA Status: Non-Exempt

Reports To: Senior Membership Manager

The Member Data Specialist plays a key role in enhancing the member experience by providing excellent customer service, managing member data, and supporting overall membership operations. This position involves handling membership inquiries, maintaining accurate records, and providing membership information to other departments as needed. The Specialist will also analyze membership data to provide insights for member engagement and the development of member-focused initiatives.

Essential Functions:

Member Data (45%) 

• Manage the e-Member Resource Center, ensuring ease of use and up-to-date information.

• Preserve member data in Personify to ensure accuracy and completeness by removing duplicate entries, correcting typos, and standardizing formats.

• Work closely with IT staff to maintain the membership database and assist with testing, system upgrades, and other quality checks.

• Process member applications, renewals, waivers, and transfers ensuring accurate data entry.

• Run database queries and compile membership reports based on the needs of individual departments.

• Process credit card and check transactions, as well as refunds. Provide member follow-up related to payment and other transactional issues, as needed. 

• Run membership lists to support mailings, subscription fulfillment, and marketing efforts.

• Provide database-driven support to strategic initiatives as needed.

• Generate and analyze membership reports, including trends, demographics, and engagement statistics.

• Contribute to the design of the membership dashboard and/or data warehouse.

Member Services (45%)

• Serve as the primary point of contact for member inquiries via phone, email, and online platforms, providing timely and professional responses. 

• Provide excellent customer service to members, including sharing information related to membership, renewals, and benefits.

• Assist with annual dues preparation.

• Support fulfillment of Perio Store orders and help organize merchandise inventory.

• Participates in the Annual Meeting as needed. 

Administrative Support (10%)

• Compile and organize departmental SOPs and FAQs to support exceptional member service.

• Perform other duties as needed in response to membership department and organizational needs.

Minimum Qualifications:

Education/Experience:

• Bachelor’s degree preferred.  An equivalent combination of education, training, and experience will also be considered.

• A minimum of three years of experience providing exceptional customer service and data management in a professional setting. 

• Experience working in non-profit environment or with association or membership-based organization is preferred.

Communications/Interactivity Ability:

• Phone etiquette and strong customer service ability required. Ability to respond to member inquiries with patience, tact, and professionalism are essential.

• Positive attitude, strong interpersonal skills, and the ability to communicate with professionals at all levels.

Computer/Digital Skills:

• Proficiency in Microsoft Office and web-based applications required.

• Comfort with membership-based database software and its applications. 

• Experience with Personify is a plus.

Other:

• Strong capability to work effectively with others and assist others at critical points in the workflow.

• Demonstrated ability to manage numerous projects simultaneously and adhere to stringent production schedules required.

• Superb organizational skills and sound decision-making ability required.

• Ability to travel to the Annual Meeting (3+ day commitment per year).