Mbr Ops Assoc II (N0557) (Information Technology)

Job Summary
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

• Learns and demonstrates familiarity with organization wide process and performance goals.
• Acts responsibly to avoid and/or escalate performance or process situations that impact IEEE's mission and business objectives.
• 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 their time and the time of others on what's important. Can quickly sense what will help or hinder accomplishing a goal.
• Complete detail-oriented work assignments, applying critical thinking and effective research to solve problems.
• Understands, interprets, and maintains work processes and tasks that properly support IEEE Policies and IEEE By-Laws. Demonstrates complete familiarity with organization wide process and performance goals.
• Specific duties include but not limited to:
• Establishes and maintains strong working relationships inside IEEE and throughout the global community of customers, members, and volunteers.
• Commits 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 Invoices) - 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 (Electronic Document and Workflow Tool) - 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.
• Siebel (Customer Data & Order Processing) - Able to search and update member/customer profile related information for non-payment related orders. Able to process payment / orders based on business rules.
• Tableau (Data Warehouse) - Able to run a report based upon existing and available queries.
• Oracle Service Cloud - (Customer Support) - Able to handle incoming work queue (incidents) Able to operate/run predetermined reports

Additional Responsibilities

• Note: This position may occasionally include the functions normally assigned to a Member Operations Associate I position:
• Extract, date stamp, batch and sort incoming mail according to payment type: (checks, credit cards, life no payment, group payments, etc.) Verify that all Checks received are restrictively endorsed; this process involves stamping the back of each check.
• Scan and index (100% verification) incoming mail into Feith according to the designated workflow and business rules.
• Review, research and process necessary details related to member profile (including, school unknown report, employer unknown report, obituary notices, contiguous section requests, etc.)
• Process Back Issues / Replacement orders.
• Providing requested information for various audits, BPA and Post Office.

Education

• H.S. diploma Req
• Some college level business coursework Pref

Work Experience

• 2-4 years Experience supporting external customers and customer support/order processing functions or related work activities Req

Skills and Requirements

• 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).
• Familiar with the 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 general formula, sorting and filtering capabilities of spreadsheet software (e.g. Microsoft Excel, Google Sheets). Able to organize large data sets with multiple tables.
• 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.
• 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

Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements. This position is classified under Category I - Office Positions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
===============================================
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.