Job Location: Onsite - Kennesaw, GA Branch Office
Job Summary:
The Member Specialist serves as a key administrative and operational partner, supporting member reporting, national account deliverables, CRM administration, onboarding, and cross-functional initiatives. This role coordinates recurring reporting processes, analyzes aggregated member data, tracks contractual deliverables and rebates, and communicates status, insights, and issues to internal and external stakeholders. The role applies sound judgment to resolve operational issues, maintain data quality, and ensure timely execution of member and account deliverables. In this capacity, the Member Specialist partners with division leaders, members, national account providers, CCA, membership, marketing, administrative teams, and other cross-functional stakeholders to improve data quality, process execution, member experience, and business visibility.
Job Responsibilities:
- Coordinates member reporting processes by requesting, collecting, validating, aggregating, and distributing required deliverables to national account providers and internal stakeholders.
- Manages reporting follow-up for National Accounts and BBG, monitors outstanding deliverables, communicates status, and escalates material issues or risk.
- Tracks post-execution contract deliverables by maintaining visibility into reporting requirements, rebate obligations, deadlines, and other commitments and ensuring relevant stakeholders understand their responsibilities.
- Analyzes aggregated member and reporting data to identify trends, discrepancies, gaps, and actionable insights and communicates findings to national providers and division leadership.
- Administers CRM processes, including contact data, member records, onboarding activities, reporting inputs, and data quality.
- Maintains Membersnet operations, ensuring information and workflows are current, accurate, and aligned with established processes.
- Supports member onboarding by coordinating required information, system setup, communications, and cross-functional activities to promote a consistent member experience.
- Provides administrative and operational support to the Vice President and Division Directors, prioritizing requests and coordinating follow-through on time-sensitive needs.
- Leads or supports corporate and cross-functional initiatives by coordinating deliverables, tracking milestones, identifying dependencies, and maintaining clear communication among stakeholders.
- Partners with CCA to research and resolve discrepancies and coordinates with administrative, membership, marketing, and other teams to address issues and improve process execution.
- Supports National Conference activities, coordinating logistics, information, communications, and follow-up activities.
- Provides backup office and event support, maintaining continuity of essential operations.
- Identifies process and system improvement opportunities and recommends practical changes that improve data quality, reduce manual effort, strengthen controls, and create more scalable workflows.
- Maintains appropriate confidentiality and data integrity when handling member, contract, financial, and organizational information.
Job Competencies:
- Operational Excellence & Process Governance: Coordinates recurring operational processes with consistency, applies established procedures and controls, and identifies opportunities to standardize work and reduce variation.
- Organizational Systems Thinking: Understands how member data, CRM processes, reporting requirements, contracts, and cross-functional workflows connect, and identifies downstream impacts when processes or information change.
- Data Analysis & CRM Management: Aggregates, validates, and analyzes operational and member data to identify trends and actionable insights, and maintains accurate CRM and member information systems.
- Stakeholder Consultation & Collaboration: Builds productive relationships across leadership, membership, marketing, administrative, and provider groups, communicating status and adjusting to stakeholder needs to achieve shared outcomes.
- Problem Solving & Decision Making: Investigates non-routine issues, identifies root causes, evaluates options, and uses sound judgment to resolve issues or determine when escalation is appropriate.
- Planning, Priority & Project Management: Organizes competing priorities, manages deadlines and dependencies, and coordinates cross-functional deliverables and milestones to support successful initiative completion.
- Accountability & Integrity: Takes ownership of commitments, maintains visibility into deliverables, and applies sound judgment when handling confidential, contractual, and financial information.
- Continuous Improvement: Uses operational experience and data to identify process gaps, recommend improvements, and contribute to more efficient and scalable ways of working.
Basic Qualifications:
- Five (5) years of progressively responsible experience in business administration, project administration, operations coordination, membership operations, or a comparable role.
- Demonstrated experience independently coordinating recurring operational processes involving multiple stakeholders, deadlines, and deliverables.
- Proficiency with Microsoft 365 applications, including Excel, Word, PowerPoint, Outlook, SharePoint, and Copilot.
- Demonstrated intermediate-to-advanced Excel skills, including pivot tables, formulas/functions, data organization, and basic data visualization.
- Experience using a CRM, membership database, or comparable information management platform.
- Demonstrated experience aggregating, validating, and reporting operational or business data.
- Experience coordinating cross-functional projects, initiatives, or process improvements.
- Demonstrated judgment in resolving routine and non-routine operational issues and determining when escalation is appropriate.
- Demonstrated ability to manage confidential business, member, contractual, or financial information with appropriate discretion and accuracy.
Preferred Qualifications:
- Experience supporting a membership organization, professional association, services organization, or comparable relationship-driven business.
- Experience working with national accounts, contracts, rebates, member reporting, or other externally committed deliverables.
- Experience with data analytics, reporting automation, dashboarding, or business intelligence tools.
- Experience administering or improving CRM and member-management processes.
- Experience using AI-enabled productivity tools to improve research, analysis, reporting, documentation, or workflow efficiency.
- Experience identifying and implementing process improvements that reduce manual work, improve data quality, or strengthen operational controls.
- Experience supporting executive or senior functional leaders in a fast-paced operating environment.
Work Environment:
Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas. While performing the responsibilities of this job, the employee must be able to access all components of the workstation and other office equipment. Frequent typing, writing, bending, and twisting. Must be able to lift up to 10 pounds.
General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate business apparel.
