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Membership Manager - Chicago Association of REALTORS - Chicago Illinois
Company: National Association of REALTORS - Location: Chicago, Illinois
Posted On: 05/04/2024
ID: 1123Location: Chicago, ILSummary: 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.
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