Member Value Associate

Florida Institute of Certified Public Accountants; Orlando (FL); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Half Day Friday's

100% Paid Employee Only Health

Dental Insurance

401K w/ Employer Matching

Paid Time Off

11 Holidays

Life Insurance

Long Term Disability

Flexible Spending Accounts

Job summary

Florida Institute of Certified Public Accountants is seeking a Member Value Associate to handle daily member interactions, renewals, and CPE registrations from the Orlando office. You will respond to inquiries, promote benefits, and support the Membership Team to enhance member satisfaction.

The role requires 2–5 years in customer support, strong communication, and proficiency with Word, Excel, and Outlook.

Qualifications

• High school diploma or equivalent certificate.
• Two to five years related experience in customer support.
• Proficient in Microsoft Word, Excel, Outlook.

Responsibilities

• Interact professionally with members, prospective members and registrants via phone, email, and in person.
• Process member applications, renewals, CPE registrations, and data entry with accuracy.
• Build and foster positive internal and external relationships.
• Promote FICPA tools, memberships, benefits, sponsorships, and educational opportunities.
• Maintain records of inquiries, comments, and complaints; prepare reports on campaigns.
• Alert supervisor to trends and suggest process improvements.
• Assist with special projects to support the Membership Department.

Skills

Customer service

Communication

Interpersonal skills

Phone etiquette

Data entry

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Description

The Member Value Associate is responsible for the daily interaction with FICPA members, prospective members, and CPE registrants. The position also provides and processes information in response to inquiries, concerns and requests about products, benefits, and services, while representing the FICPA.

Reports to: Member Services Team Lead

Key Duties and Responsibilities:

• Communicate professionally with external stakeholders via phone, email, face to face, website chat and through social media platforms.
• Process receivables accurately and timely (e.g. member applications and renewals, CPE registrations CPE orders, updates, and data entry as needed).
• Build and foster positive working relationships internally and externally.
• Utilize obtained knowledge to proactively promote FICPA tools, memberships, benefits, sponsorships, and educational opportunities to potential, past and current members.
• Utilize FICPA and other associated resources to keep abreast of current general legislation and rules affecting the CPA/Accounting profession, thereby enabling more effective communication with members and accounts.
• Assess customer needs and ask good questions to truly understand and advise consultatively, making recommendations as appropriate. Up-sell FICPA products, services, benefits, and educational opportunities to accomplish the total member service experience.
• Maintain records of customer inquiries, comments, and complaints. Keep thorough reports as instructed on projects for evaluating member pulse and campaigns.
• Alert supervisor of trends in customer calls and recommend process improvements.
• Ensure that established database maintenance routines and member record updates are completed with accuracy and attention to detail each week.
• Alert supervisor of membership trends and concerns while recommending potential solutions to operational processes and quality of services.
• Assist with special department projects that help support the Membership Department and overall enterprise.

Specialty Duties (Corporate Organization Membership):

• Conduct quarterly reviews of company rosters and outreach to linked prospective members.
• Assist with COM members, renewals, roster additions, group membership invoices, and online account questions.
• Onboard and train new COM members and office managers on online accounts and benefits to maximize membership.
• Educate COM members on opportunities with FICPA company solutions (i.e. Talent Accelerator, Scholarship Foundation, and opportunities provided through Strategic Partnerships).
• Assist the Membership Team in maximizing company engagement, coordinating new member acquisition opportunities, and successfully onboard new organizations.
• Stays abreast of Florida corporate market updates, especially knowledge of up-and-coming sectors and industries, and reports as necessary.
• Assists with coordination and mailing of monthly new member welcome packets and other membership related mailings.

Requirements

*Must be able to work from the Orlando office Monday-Wednesday*

Experience and Education:

• Graduation from high school or an equivalent certificate and knowledge of customer service principles and practices.
• Two to five years related experience in customer support. Proficient in general computer applications (Microsoft Word, Excel, Outlook).

Competencies:

• General administrative and clerical practices including filing, proofing, basic grammar, and correspondence formatting.
• General working knowledge of the internet, with the ability to quickly find information.
• Prioritize work tasks efficiently and has a strong ability to maintain composure and alertness in a high-volume, dynamic environment.
• Basic accounting principles.
• Attention to detail.
• Ability to retain and apply information.
• Skills in building interpersonal relationships, customer service, telephone etiquette, analytical reasoning, word processing, and data entry and retrieval.
• Communicate effectively including verbal and written interactions, as well as the ability to listen attentively, respond appropriately, and speak clearly.
• Negotiate and apply reasoning and analytical skills in the customer service environment.
• Gather information, identify customer needs and corresponding products that would be beneficial to the customer.

We respect your life inside and outside of the organization. We foster a flexible, supportive environment that empowers our team members to reach their professional potential and prioritize their personal happiness. We strive to bring in individuals who are looking to build on our legacy with people who put the team first.

Our future-focused leadership is transforming how professional associations deliver on their mission. Through innovation, communication, and collaboration, we're helping shape the future of the CPA profession. By identifying and maximizing our individual talents, we're ascending to heights we can only reach together.

That's why, at the FICPA, we're serious when we say, we put people first.

Sneak Peek at our Benefits

• Half Day Friday's
• 100% Paid Employee Only Health Insurance + Dependent coverage contribution
• Dental Insurance
• 401K w/Employer Matching
• Paid Time Off
• 11 Holidays
• Life Insurance
• Long Term Disability
• Flexible Spending Accounts

The FICPA is a Drug Free Workplace. Final applicants will be required to successfully pass pre-employment skills testing and a background investigation consisting of criminal history, employment, education, personal and professional references, as well as a drug screening.

To learn more about the FICPA, please visit our website at www.ficpa.org.

Equal Employment Opportunity Statement

The FICPA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.