Member Solutions Specialist

Young Men’s Christian Association of Greater Montgomery; Montgomery (AL); On-site; USD 42,000 - 56,000; Full time

Job summary

The YMCA of Greater Montgomery seeks a Member Solutions Specialist to manage association-wide collections while supporting member retention through proactive outreach and collaboration with internal teams.

The role emphasizes balancing financial accountability with empathy, reducing delinquent balances, and ensuring billing interactions align with the YMCA mission and values.

Qualifications

• Strong communication, customer service, and conflict resolution skills.
• Experience with billing, CRM or accounting software.
• Experience in nonprofit or membership-based organizations preferred.
• Proficiency in Microsoft Office, especially Excel.
• Ability to handle confidential information with discretion.

Responsibilities

• Monitor and manage outstanding balances across memberships, childcare, camps, sports, and programs.
• Review aging reports and escalate high-risk accounts when appropriate.
• Conduct timely follow-up on delinquent accounts via calls, emails, letters, or texts.
• Establish payment arrangements and monitor compliance with plans.
• Maintain accurate documentation of collection activity and communications.

Skills

Communication skills

Customer service

Conflict resolution

Education

Associate or Bachelor's degree in business/finance

Tools

Excel

Billing software

Daxko / membership software

Job description

POSITION SUMMARY:

This position supports the work of the YMCA, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Member Solutions Specialist is responsible for managing association-wide collections processes while also supporting member and program retention efforts through proactive outreach, solution-focused problem solving, and strong internal collaboration.

The ideal candidate is detail-oriented, service-driven, and able to balance financial accountability with empathy and professionalism. This role helps reduce delinquent balances, improve revenue recovery, strengthen member retention, and ensure that billing-related interactions reflect the YMCA’s mission, core values, and commitment to a high-quality member experience.

OUR CULTURE:

Our mission and core values are brought to life by our culture. At the Y, we strive to strengthen communities with purpose and intentionality every day. We are welcoming: we are open to all. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in your potential to help others grow and thrive. We are nurturing: we support people in their journey to develop their full potential. We are determined: above all else, we are on a relentless quest to make our community stronger.

ESSENTIAL FUNCTIONS:

Accounts Receivable & Collections

• Monitor and manage outstanding balances for membership dues, childcare, camp, sports, and program accounts across the association.
• Review aging reports routinely to prioritize collection efforts, identify trends, and escalated high-risk accounts when appropriate.
• Conduct timely follow-up on delinquent accounts through phone calls, emails, letters, text-based reminders when available, and other approved communication methods.
• Contact members, parents, and program participants regarding past-due balances in a professional, respectful, and service-oriented manner.
• Establish payment arrangements in accordance with YMCA policies and monitor compliance with agreed-upon payment plans.
• Research account discrepancies, billing errors, returned payments, declined drafts, and failed EFT or credit card transactions to support timely resolution.
• Process or coordinate approved account adjustments, credits, refunds, and write-off recommendations according to established financial procedures.
• Maintain accurate, complete, and timely documentation of collection activity, payment arrangements, account notes, and member communications in the designated systems.
• Support branch teams with account research and next-step recommendations to improve recovery of outstanding balances while preserving positive member relationships.
• Coordinate with third-party collection partners, attorneys, or outside vendors when authorized and appropriate.

Operational Support

• Partner with branch directors, member service teams, childcare leaders, and program staff to improve collection practices and reduce aging balances.
• Provide branches and association leadership with aging reports, collection summaries, trends, and recommended follow-up actions.
• Assist with monthly accounts receivable reconciliation, reporting, and revenue recovery tracking.
• Support revenue integrity by ensuring proper account setup, billing accuracy, documentation, and consistent application of membership and program business rules.
• Identify patterns that contribute to delinquency, cancellations, or member dissatisfaction and recommend process improvements to strengthen retention and reduce future collections issues.
• Collaborate with membership and operations teams to support draft recovery efforts, reactivation outreach, and solutions that help members remain engaged when possible.
• Support the development and implementation of standard operating procedures related to collections, billing follow-up, account holds, cancellations, reinstatements, and retention practices.

Member Experience

• Handle sensitive financial and service-related conversations with professionalism, discretion, and empathy.
• Deliver excellent customer service while balancing accountability, consistency, and YMCA policies.
• Listen for barriers impacting payment, participation, or continued membership and help identify practical solutions within YMCA guidelines.
• Work to preserve member relationships by resolving billing concerns promptly and connecting individuals to appropriate branch or association staff when needed.
• Support the YMCA mission by treating all members, participants, and families with respect, honesty, caring, and responsibility.

Compliance & Administration

• Maintain confidentiality of financial and member information.
• Ensure compliance with YMCA policies, internal controls, and financial procedures.
• Assist with audits and documentation requests related to accounts receivable and collections.
• Perform other duties as assigned to support finance and operations.

YMCA COMPETENCIES (Organizational Leader):

Mission Advancement: Incorporates the Y’s mission and values into the organization’s vision and strategies. Ensures community engagement; promotes the global nature of the Y. Leads a culture of volunteerism ensuring engagement, inclusion, and ownership. Leads a culture of philanthropy.

Collaboration: Advocates for and institutionalizes inclusion and diversity throughout the organization. Initiates the development of relationships with influential leaders to impact and strengthen the community. Is recognized as an inspirational community leader who navigates complex political and social circles with ease. Communicates to engage and inspire people within and outside the YMCA. Ensures that a talent management system is in place and executed effectively.

Operational Effectiveness: Possesses penetrating insight and strong strategic and critical thinking skills. Invests resources in well-designed innovation initiatives. Creates a structure to deliver organization-wide results to achieve objectives. Develops and implements stewardship strategies. Determines benchmarks and ensures appropriate leadership to meet objectives.

Personal Growth: Creates a learning organization. Effectively drives change by leveraging resources and creating alignment to expand organizational opportunities. Shares authority and demonstrates courage and humility. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y’s work and impact in the community.

QUALIFICATIONS:

• High school diploma or equivalent required; associate or bachelor’s degree in business, finance, accounting, nonprofit management, or a related field preferred.
• Minimum of 2 years of experience in collections, accounts receivable, billing, member services, customer retention, or related financial/customer service work preferred.
• Experience working in a nonprofit, membership-based, childcare, health and wellness, or service organization preferred.
• Strong communication, customer service, and conflict resolution skills.
• Ability to manage confidential information with discretion and professionalism.
• Proficiency in Microsoft Office, especially Excel, and experience with billing, CRM, or financial/accounting software.
• Experience with YMCA software systems, including Daxko or similar membership management platforms, preferred.
• Ability to manage multiple priorities, meet deadlines, and maintain strong attention to detail.
• Ability to remain calm, professional, and solution-focused in difficult conversations.