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 team 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.
Oversee the daily operations and quality assurance of the Member Care team by supervising staff and organizing and monitoring work processes.
Responsible for the call center and information processing of the Association, this includes developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards to ensure effectiveness and efficiency, resolving operational problems, maintaining reference manuals, and implementing new procedures.
Responsible for reporting of phone queue trends and ensuring queue goals are met.
In conjunction with the VP, create and maintain recruitment programs and member retention programs.
Responsible for escalation issues within the department.
Develop procedures and best practices for member care inquiries and processing requests; and disseminate information to appropriate staff members.
Run and analyze daily, weekly and monthly reports around membership statistics and department processing, communicating findings with the VP.
Review monthly MRED invoices to determine accuracy in billing and address any issues.
Oversees 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.
Serve as liaison for the Association’s Member Care Task Force and other strategic business groups to develop processes and communication that ensures alignment with Association business objectives, mission and vision.
Design when necessary and deliver training programs and cross training programs for new hires, temporary staff, and existing staff.
Continuously support where applicable, identify, research and develop business opportunities for the department and the Association, including but not limited to member benefits programs and non-dues revenue programs.
Develop, 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.
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.
Consistently measure and make recommendation for new programs and implement methods to determine department effectiveness and efficiency.
Oversee NRDS database maintenance, inquiries and IDFPR verifications.
Oversee staff development and mentoring of direct reports.
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.
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. NAR Certification as a Professional Standards Administrator is required and can be obtained after employment.
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.
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.
Computer Skills: Functional knowledge of word processing software such as Microsoft Word, spreadsheet software such as Microsoft Excel, calendaring software such as Microsoft Outlook, and database software such as Access required. Functional knowledge of Rapatonni preferred.
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.
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.
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