Job description
PURPOSE OF POSITION:This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the general direction of the Senior Operations Director, Business Services, this full-time position supports the centralized child care/membership billing operations for all childcare programs and Corporate Membership.
ESSENTIAL FUNCTIONS:
1. Executes assigned tasks with direction from Senior Director of Business Services including, but not limited to:
a. Determining subsidy amount for customers after analysis of supporting documents presented for consideration.
b. Setting up and maintaining child care/membership accounts with accuracy and attention to detail.
c. Maintains processes and accurate record keeping, including child care/membership payment records.
d. Processing return checks and insufficient funds.
e. Maintaining accurate records of account changes and corrections; to include account write-offs and adjustments.
2. Corresponds with account holders on delinquent balances.
3. Effectively presents and responds to questions from parents, corporate partners, staff and general public. Provides excellent customer service for all matters concerning the billing and collections of fees related to all childcare/membership programs.
4. Identify and resolve problems relating to childcare billing/membership and resolve complaints in a professional and courteous manner, communicating with the Director of Business services, Sr. Operations Director if/when needed.
5. Stay current and help implement all childcare/membership related business and program information.
6. Assists parents/companies and the general public with registration information and questions, providing secondary support to the customer support center as needed.
7. Responsible for billing external vendors and partners as it relates to child care/membership participants, including but not limited to: State of Tennessee (DHS vouchers), USDA Nutrition Subsidies, and partner organizations and agencies.
8. Maintains regular communication with the childcare/membership Leadership Team regarding special needs, considerations, or problems that may occur.
9. Attends and participates in assigned staff meetings and special events to provide a collaborative and cohesive approach to the YMCA’s vision and mission.
10. Assume other duties and responsibilities as assigned by and agreed to meet the changing needs of the program and/or branch.
YMCA LEADERSHIP COMPETENCIES:
Mission Advancement: Reinforces the Y’s values within the organization and the community. Effectively communicates the benefits and impact of the Y’s efforts for all stakeholders.
Collaboration: Builds and nurtures strategic relationships to enhance support for the Y. Serves as a community leader building collaborations based on trust and credibility to advance the Y’s mission and goals. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others.
Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves staff at all levels in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement.
Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. 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.
Behavioral Characteristics: Welcoming, Nurturing, Determined, Hopeful, and Genuine.
QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:
1. Three or more years of directly related experience, training, and/or education in billing, accounting, collections or related field.
2. Computer experience including web-based soft wares, Microsoft Excel and Word, and billing related platforms required. Knowledge of web-based software used by the YMCA of Memphis & the Mid-South (Daxko, Smartcare, and Google) is preferred.
3. Excellent written and verbal skills.
4. Excellent organizational skills and the ability to multi-task and execute multiple functions.
5. Ability to maintain professionalism with customers regarding past due balances.
6. Must be able to exercise good judgement, problem solve, and work independently.
WORK SCHEDULE:
The schedule for this full-time position is generally Monday through Friday, 8:00am-5:00pm, though overtime, evenings, and weekend work may be required depending on the business need.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Rare climbing, pushing, kneeling, and stooping
- Frequent and prolonged sitting
- Frequent walking and standing
- Frequent and prolonged use of computers including use of keyboards and telephones
- Ability to lift up to 25 pounds
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