Customer Service and Support, Marketing, Membership
4 Year Degree
The Membership and Chapter Relations Specialist position provides extensive operational support to NABA’s member services and manages tasks associated with member engagement programming and member care, component website management and engagement, continuing professional education (CPE), student member scholarships, member recruitment and retention, as well as the implementation of strategies that reinforce the member value proposition. Interacts with member volunteers, affiliated components and potential members under supervision, but with minimal direction.
The Membership and Chapter Relations Specialist will have a broad understanding of program design and continuing professional education standards; communicating the value proposition to both internal and external constituents with a primary goal to increase engagement and membership satisfaction. This position has significant interaction with members, prospects, volunteer leadership and staff.
Essential Duties and Responsibilities:
Provide member servicing to members and non-members by phone, email, fax and mail, responding to all incoming communications within a 24-hour turn-around.
Member and non-member requests may include: membership status, renewals, profile updates, invoices, receipts, purchase orders, membership information, and subscriptions.
Assist with the development and implementation of standardized membership processes (i.e. automation).
Manages onboarding efforts for all new members including orientation, including planning, delivery, and education.
Reviews and verifies membership online and hard-copy applications for accuracy and completeness. Verification will include name, title, organization, address, phone, fax, email, demographics, affiliations, rosters and dues.
Conduct daily follow-ups with members via email, phone, fax and/or mail to resolve any application and payment issues or concerns.
Provides ongoing data entry/data integrity support and oversight including, contact updates, roster management and data imports, as well as support for renewal management activities.
Supports the ongoing tracking of Membership programs (i.e. National Scholarship, Continuous Professional Education), including actively monitoring and managing designated inboxes, organization of materials on the NABA team drive (as appropriate), and documentation programs/processes including changes and/or enhancements.
Provide support to the development, maintenance, compliance and overall operations of professional and student chapters, including, but limited to developing membership marketing pieces, ideas for messaging, and curating chapter event materials and best practices for publishing through all methods of communications by NABA, i.e., website, social media, email, print, etc.
Manage professional and student chapter websites, including, but not limited to website development and maintenance.
CONTINUING PROFESSIONAL EDUCATION SUPPORT
Oversight of the administration and daily operations of the Continuing Professional Education (CPE) approval process.
Responsible for enforcing the compliance of all submitted CPE requests in accordance with the standards governed by the National Association of State Boards of Accountancy (NASBA).
Prepare and get approval by the Chief Programs Officer of all CPE requests prior to communicating the approval to the Chapter Leader/requestor.
Prepare participant attestation once all supporting documents (sign-in and evaluation forms) are received and send to the requestor for approval.
Prepare and distribute all CPE certificates to event attendees and requestor for filing.
Organize and maintain all CPE-related documents for 5-7 years in accordance with NASBA Standards.
Serve as a primary contact person to student members who have questions about, submit applications for, and are selected to receive NABA scholarships.
Develop scholarship information, application forms, reports and processes that assure access, accountability and adherence to program guidelines and processes as well as NABA’s polices.
Maintain the accuracy and validity of the online application process and publicize the availability of all scholarship application procedures each year.
Communicate with students, parents, counselors, colleges, donors and other involved parties via the scholarship email account.
Process applications and manage awards efficiently and accurately
Assist the Marketing & Communications team with updating policies, procedures, website and marketing materials.
Compile data and reports to assess NABA’s performance in awarding scholarships.
Work directly with the Scholarship Committee to ensure the nomination of eligible scholars meets donor intent and established criteria
Respond to general inquiries about NABA’s scholarship programs. Coordinate flights and rooming arrangements for scholars traveling to the NABA National Convention & Expo.
Ensure students are well informed of all convention-related timelines and activities and adhere to all guidelines.
Coordinate with the Controller to collect payment information and distribute scholarship funds to students following the Convention.
TOOLS & RESOURCES
Coordinate with the marketing team to plan, develop and implement Volunteer Leader Resources (VLR) and toolkits, including collaborative programs with NABA regions and chapters (professional and student)
Identify new and expanded product/service portfolios consistent with the association’s strategy and business strategies and operations, including, but not limited to identifying, developing, and piloting affinity programs that will benefit NABA members.
OTHER DUTIES AS ASSIGNED
3+ years of experience working with professional team members, Board of Directors and/or Members in a Professional Association or similar membership-based organizations.
Must have impeccable attention to detail and value the importance of member servicing and relationship building.
Must show an ability to interface with valued Members and vendors/service providers in a professional and poised manner via email, telephone and in-person, particularly in high-pressure situations.
Exceptional communication (written and oral) and interpersonal skills.
Background in financial accountability and data entry preferred.
Excellent communication skills, editing ability, and being a self-starter are essential to this position.
Proven computer skills are required, including MS Word and Excel, and preferred experience in PowerPoint and Google Apps. Experience with membership database programs a plus.
A demonstrated ability to work well under pressure, handle multiple projects simultaneously, and work under tight deadlines.
Able to exercise good judgment; discretion is necessary.
Strong willingness to be a team player – to roll up your sleeves and get the job done
About National Association of Black Accountants (NABA), Inc.
The National Association of Black Accountants, Inc., (NABA) is dedicated to bridging the opportunity gap for black accounting and finance professionals by providing leadership and technical training, as well as networking and career opportunities.