The purpose of this position is to support the IEEE Member and Geographic Activities (MGA) organization by performing the functions that ensure the timely and accurate delivery of products and services for IEEE members, volunteers and customers. This position within the Member Operations unit of MGA is responsible for efficiently processing a variety of service requests, orders and payments in a manner that achieves an overall goal of delivering an exceptional member experience.
Member Operations collectively manages the service order and payment processing for new and renewing IEEE members and affiliates, and operates the global programs for Senior Member elevation and Geographic Unit inaugurations.
Success factors for this position include the personal characteristics, development and maintenance of essential skills that;
• Support progressive growth and effectiveness in performing assigned work.
• Are necessary to deliver exceptional member / volunteer / customer service experiences.
• Maintain efficient workflow practices and processing volumes.
This position will typically report to a Supervisor or Manager of Member Operations.
Key Responsibilities
Demonstrated Skills and Skill Development
Ability to perform most office computing and communication assignments using the following tools (examples): PC/Laptop computer equipped with Apple or Microsoft system software, and the Microsoft Office Suite (Word, Excel and PowerPoint).
Unencumbered use of email and cloud services such as Google Mail and Google Apps (Google Drive, Calendar, Sheets and Docs, etc.) as well as other common Internet/web resources.
Knowledge and experience using the advanced features of the Microsoft/Google Office suite (e.g. pivot tables, import/export, template creation, formula creation, merge functions, etc.) for data management, analysis and reporting tasks. Strong data and process analysis skills using complex data models and business rules. Able to create and apply formulas and logic to produce results.
Knowledge and ability to use the various analytical and information repositories and business rules of IEEE to create and operate complex queries and reports. Research skills using the internet and related online resources. Able to identify and use credible online resources and complex search criteria to complete work assignments.
Skill to effectively communicate (verbal and written) with members, volunteers, and other customers having multi-cultural backgrounds is essential. Demonstrates knowledge and sensitivity to the needs and aspirations of these stakeholders.
Learns and demonstrates familiarity with organization wide process and performance goals.
Responsibly acts to avoid and/or escalate performance or process situations that impact IEEE's mission and business objectives.
Consistently demonstrates the abilities and motivation to meet and/or exceed designated performance goals for the tasks that support internal and external customers; acts with the customer in mind.
Demonstrates effective priority setting using experience while working under general supervision. Spends his / her time and the time of others on what’s important. Can quickly sense what will help or hinder accomplishing a goal.
Skills and ability to complete detail oriented work assignments, applying critical thinking and effective research to solve problems.
Ability to self-identify and independently act on requirements to meet the demands and performance goals of an environment with constantly changing priorities. Able to self-manage and monitor daily workflow to meet department standards while working under limited supervision.
Understands, interprets and maintain work processes and tasks that properly support IEEE Policies and IEEE By-Laws. Demonstrates complete familiarity with organization wide process and performance goals.
Establishes and maintains strong working relationships inside IEEE and throughout the global community of customers, members and volunteers.
Personally committed to and actively works to continuously improve personal skills; works to deploy strengths; works on compensating for weaknesses and limitations. Pursues ongoing training opportunities to develop job skills, product/service knowledge and best practices related to job growth and fulfillment.
Demonstrates the highest degree of professionalism when dealing with time-sensitive and confidential information.
Projects a positive, professional image of self and of the IEEE to ensure productive relationships with internal and external customers.
Is trusted and considered a direct and truthful individual; keeps confidences; admits mistakes; doesn’t misrepresent interests for personal gain.
IEEE System / Process Knowledge
Possesses and demonstrates the ability to learn and operate the following business systems and applications at the level(s) indicated below;
Oracle - Financials (PAYMENTS AND BALANCES) - Find and apply matching payments in Oracle to orders. Able to do credit memo/debit memo at an individual member level, move money, close batches.
Feith - Able to find a document using different Feith fields (Doc ID, Member#, etc.). Knowledge and ability to identify and modify Feith document data to apply business rules. Must possess knowledge of business rules and tasks to apply judgment of actions to properly complete more complex tasks such as insert sheets to place document into the correct workflow.
Siebel - Able to search and update member/customer profile related information for non-payment related orders. Able to process payment / orders based on business rules.
Current Hourly Processing Rates set at 100% of the departmental performance baseline metric – subject to periodic updates referenced within the department’s published metrics folder:
Profile Bin: Customer / Member Profile Updates - 60/HR
Print & Mail, Renewal Lock Box- 20/HR
Renewal Other (incl. payment processing) - 14/HR
Processing Handwritten Application - 3/HR
Life Member No Payment - 37/HR
OBIEE - Able to run a report based upon existing and available queries. Must possess knowledge of business rules and be able to create a query in 2-3 different subject areas to research and solve business requirements.
Senior Member Portal - Able to find a document using different Feith fields (Doc ID, Member#, etc.). Knowledge and ability to identify and modify Feith document data to apply business rules. Must possess knowledge of SM business rules and tasks to apply judgment of actions to properly complete more complex tasks.
Oracle Cloud Service (RightNow Technology) - Able to handle incoming work queue (incidents). Able to operate/run predetermined reports. Able to research incidents and team performance, operate and analyze reports.
Essential Functions
Directly support (research and solve) incoming and outgoing member / customer inquiries and service requests that may span the order processing, account update, senior member and geo-unit petition processes.
Process "All Types" of New Member Applications (joins), Renewals and other order/work requests, working independently with minimal supervision.
Process Non-Standard eMedia requests. (Including the following: Complimentary Society Membership; Merge Account; Certificate/Pin/Plaque; Honorary Members).
Work directly with members providing requested group invoice / receipt, track payments, and provide confirmation back to member.
Work on Special Requests using Oracle Financial Reports. (Includes one or multiple of the various Money on Account purpose codes; MCI Reconciliations.).
Regularly maintain and update operational procedures to ensure accuracy and currency.
Maintain and perform vendor communications and ordering to coordinate SM plaques for elevated members, departmental supplies, PCard account management and budget account reconciliation. Evaluates costs and time schedules for inventory and cost management.
Print, assemble, review, and QA SM applications being sent to the monthly panel review meetings; send report post meeting to internal IT staff to elevate members. Conduct survey of panelists attending each meeting. Update SM presentation to panelists; Enter names of applicants into excel, to be scanned at conclusion of panel review session.
Update Member Operations web pages (SM elevations, petitions, etc.) as set by metric and schedule. Compile and maintain historical activity and performance statistics.
Coordination of all logistical aspects of senior member panel review sessions, work closely with internal MPS operating unit.
Receive, analyze and process geographic unit formation/change requests and work with all levels of external volunteers/internal society staff regarding any issues with geographic unit formations.
Coordinate the lockbox outsourcing process. Provide batched invoices, control log, arrange courier pick up, for daily seasonal transactions. Attend off-site Audits and meetings when warranted.
Verify group payments, research wire transfer or unidentified payments.
Process Conferences, Free Membership offers and HKN (Eta Kappa Nu) orders.
Participate and perform Renewal Testing: responsible for data integrity and validating product set-up during the testing cycle.
Perform general administrative functions for Member Operations including stationary and office equipment orders.
Collect, organize and provide weekly / monthly / quarterly departmental activity reports. (e.g. WIP, Weekly Petitions, Processing Metrics, etc.).
Work with internal IT staff on system issues with business applications supporting Member Operations.
Creates various data analysis reports to provide general statistics and trends for projects and group activities.
Note: This position may occasionally include the functions normally assigned to a Member Operations Associate I or II position;
Scan and index (100% verification) incoming mail into Feith according to the designated workflow and business rules. Scanning of Petitions / Senior Member Elevations and Uploading of MCI files.
Verify that all checks received are restrictively endorsed; this process involves stamping the back of each check.
Review, research and process necessary details related to a member’s profile (DQ 102 report, employer unknown list, obituary notice, contiguous section requests, etc.).
Process group payment orders and customer service checks in Siebel.
Process Back Issues / Replacement orders, and MD Supply orders.
Print, verify, and acknowledge incoming petitions / petition packages.
Work with internal staff to coordinate IEEE Presidents congratulatory letter and employer notification letter sent to elevated senior members.
Generate Senior Member plaque letters and labels.
Extract, batch and sort incoming mail according to payment type: (checks, credit cards, life no payment, group payments, etc…).
Date-stamp all incoming mail; courier items and unidentified duplicate checks must be signed for and properly logged.
Identify and research non-membership related mail and forward to the appropriate processing team.
Providing requested information for various audits, BPA and Post Office.
Education
H.S. diploma Req
Associate's degree or equivalent experience Pref
Work Experience
2-4 years experience supporting external customers and customer support / order processing functions or related work activities Req
Skills and Requirements
Ability to work extended business hours as needed to meet critical business demands
Ability to work from home during unplanned office closures (e.g. weather) using company supplied Laptop PC
Ability to travel with the presence and experience to represent IEEE processes in remote locations around the world
For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under Category I - Office Positions.
IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
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Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.
