Member Relations Associate

Title: Member Relations Associate         

Classification: Temp (Duration 6 -7 months)

Position Type: Full-Time

Reports to: Director of Candidate Member and Relations

Department: Candidate and Member Relations

Location: Amherst, MA

Hourly: $30-$33 per hour

Schedule: Hybrid, local candidates should be available to work onsite on designated days

JOB SUMMARY:

The Member Relations Associate is a member-facing role instrumental in supporting developing and facilitating programming that drives Member connections.

This position plays a vital role in ensuring an exceptional experience for all CAIA Members. The ideal candidate is a professional who is highly organized, detail-oriented, and customer-service driven, with a passion for building relationships within a professional community.

This role will contribute to improving existing community offerings, identifying opportunities or gaps in service across the Member community.  

This role will report directly to the Director of Candidate and Member Relations and will work in close collaboration with our cross-functional teams to provide the best-in-class experience to Members.

ESSENTIAL FUNCTIONS:

Member Services (approximately 60% of effort):

Serve as the primary point of contact in community experience for CAIA Members.

• Directly provide and oversee all aspects of service for global Members.
  • Supports site visitors and Members in navigation of the website.
  • Guides Members through Member Join, Member Renew and Member Rejoin processes.
• Develop ongoing dialogue and rapport with Members through consistent communication, and address and resolve inquiries as appropriate.
• Assist with creation, maintenance, documentation, and implementation of Member Relations standard operating procedures.
• Implement communication outreach designed by the Marketing & Engagement, Senior Associate including but not limited to distribution of messaging. 
• Manages the Member related e-mail accounts:
• Supports other Community related email accounts, to include but not limited to Candidate and CAIA.NXT.
  • Governs manual Member join processes and refund requests.
  • Manages requests for Member verification and archived examination results.
• Supports complex problem determination process regarding Learner experiences.
• In collaboration with the Marketing & Engagement, Senior Associate. Direct regularly scheduled retention communication efforts through a variety of channels (including but not limited to SMS and LinkedIn).
• Lead a continues effort to review “use of the CAIA marks” by non-active Members through the “LinkedIn campaign”.
  • Lead mini projects with internal staff to review use of the CAIA marks by lapsed & qualified members.
  • Create a comprehensive response framework to communicate with individuals in violation.
  • Provide detailed data results of audit by expiration year.
• Manage the development and implementation of data collection tracking of Member retention and Member join data.
• Proactively identify improvement opportunities and solutions, including the identification of new valuable opportunities for Member networking.
• Identify skills-building professional development opportunities.
• Develop an understanding of what brings value to Community members and champion that information to key stakeholders.
• Support the Association strategy and implementation of programs that build relationships that encourage a shared vision for the future of CAIA.

CAIA Career Center (approximately 15% of effort):

Support the operations and performance of the CAIA Career Center and continual improvement of operations. Including but not limited to:

Support organizational implementation of the CAIA Career Center.

Enhance customer flow, delivery of high-quality community experience service.

Review and coordinate activities of internal and external stakeholders to optimize their experience.  

Collaborate with the Marketing & Engagement Senior Associate to develop collateral for internal and external stakeholders.

Ensure that the sectors and departments are appropriately engaging customers to exceed customer satisfaction standards.

Advice on product offerings for stakeholders to include but not limited to the mentoring opportunities.

 Data & Database Administration (approximately 10% of effort):

• Serves as an expert of CAIA’s Association Management System (AMS): NetForum.
• Developed knowledge of CAIA’s Customer Relationship System (CRM).
• Support database management and maintaining the integrity of community member data, including organization of member information, renewal invoicing and new member processing.
• Report Membership statistics to staff & leadership periodically and as requested.
• Provide statistical reports monthly, and by request, on current Membership data for tracking and reporting of Membership engagement.
• Provides ad hoc comprehensive UAT support to IT and third-party vendors (Gravitate) for NetForum system improvements.
• Serves as quality control (QC) for Member experience ensuring our platforms supports workflow and new process development for any Member related support or service, such as the career center.

 CAIA .NXT Learner Support (on an as need basis) 

• Serves as an expert in UNIFI registration, troubleshoot participant and Institutional client issues. 
  • Learn to review institutional client accounts, providing updates and actionable insights to the Relationship Management Team.
• Triage and monitor [email protected] mailbox, assigning inbound traffic to appropriate team member – (when primary .NXT team member needs assistance)
• Manage CAIA Member opt-in requests to CAIA.NXT platform.
• Guide callers through trouble shooting and CAIA.NXT website navigation.
• Manage program access issues for individual participants (password resets, account verifications, changes to email addresses, etc.) from e-mail and webform submissions.

Other Duties as assigned (approximately 10% of effort):

• Lead the Charter order + shipping process
• Twice annual bulk order for new Members.
• Ad hoc (monthly) order of Charters.
• Provide personalized congratulations to charters shipped from Amherst office.
• Evaluate effectiveness of Charter distribution and strive for streamlined project management.
• Provide 3rd party verifications of CAIA credential status.
• Attend CAIA Team Meetings and Quarterly CAIA retreats (remote or in-person).
• Contribute to collaborative efforts and other tasks assigned.

Qualifications

• Strong analytical, problem-solving skills, written, and verbal communication skills.
• Adequate knowledge of data collection methods (polls, focus groups, surveys., etc.).
• Increased knowledge of marketing & sales in a membership organization.
• Strong communication and presentation skills.
• Ability to build/maintain relationships with Members, colleagues, and the greater           finance community.
• Ability to work under pressure. Strategic, flexible thinker who easily adapts to                 shifting priorities.
• Ability to respond diplomatically to internal and external community members.
• Ability to think strategically to understand the work of CAIA leadership for                       collaboration and cooperative involvement.
• Detailed oriented with the ability to see beyond the obvious solution.
• High energy multi-tasker whose priority is to build Membership value one Member        at a time.
• Ability to work well in a fast-paced environment and handle multiple tasks                     simultaneously.
• Positive, customer-focused approach and attitude
• Specific Skills
• Microsoft Suite, Zoom, and Outlook competency required.
• Proficiency with Excel
• The following are preferred but not required:
• Career Center Promotion
  • Cross cultural engagement tactics with communities who have been excluded from the mainstream experience.