Membership Services Lead - Member Experience & Ops

YMCA of the USA; Montclair (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

YMCA of the USA is seeking a Membership Services Lead to support the Montclair branch. Under the Membership Director, you will lead the member service team and ensure excellence in daily operations, while upholding the Y’s values of Caring, Honesty, Respect and Responsibility.

The role emphasizes managing member accounts, processing transactions, delivering superior customer service, and participating in campaigns and community outreach events.

Qualifications

• High School diploma or equivalent; bachelor’s degree preferred.
• Two years’ leadership-management experience required.
• Two-five years of sales and customer service experience required.
• Must have CPR/AED and First Aid Certification OR get certified within 90 days of employment.
• Strong organizational, written and oral communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Demonstrate expert knowledge of membership policies, SOPs, membership software, and administrative processes while serving as a resource for staff and members.
• Manage the daily operations of the Membership Department, ensuring efficient, accurate, and timely completion of all membership-related administrative functions.
• Provide exceptional customer service by assisting current and prospective members with membership inquiries, account maintenance, program registration, and issue resolution.
• Process all membership transactions accurately, including new memberships, renewals, cancellations, holds, transfers, upgrades, downgrades, and account changes.
• Maintain accurate member records by ensuring that all membership information, documentation, waivers, and account details are current and compliant with organizational standards.
• Accurate and timely processing of all 3rd party billing
• Monitor and respond promptly to member emails, phone calls, online requests, and other communications while ensuring timely follow-up and resolution.
• Monitor membership accounts for billing discrepancies, payment issues, expired memberships, and account exceptions, taking appropriate action to resolve concerns.
• Ensures the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols. Communicate any updates to staff in a timely and effective manner.
• Collaborate with the Membership Director to implement membership campaigns, promotions, and marketing initiatives while ensuring accurate administrative support.
• Represent the YMCA professionally during community outreach events, membership drives, health fairs, and other promotional activities as assigned.
• Demonstrate professionalism, accountability, attention to detail, and a commitment to continuous improvement while supporting the YMCA's mission, values, and commitment to exceptional member service.

Skills

Leadership/Management experience

Sales & Customer Service experience

Education

High School diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

YMCA of the USA is seeking a Membership Services Lead to support the Montclair branch. Under the Membership Director, you will lead the member service team and ensure excellence in daily operations, while upholding the Y’s values of Caring, Honesty, Respect and Responsibility.

The role emphasizes managing member accounts, processing transactions, delivering superior customer service, and participating in campaigns and community outreach events.