Member Solutions Specialist

About the role

This position supports the work of the YMCA, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Member Solutions Specialist is responsible for managing association-wide collections processes while also supporting member and program retention efforts through proactive outreach, solution-focused problem solving, and strong internal collaboration.

Essential Functions

• Maintain accurate, complete, and timely documentation of collection activity, payment arrangements, account notes, and member communications in the designated systems.
• Partner with branch directors, member service teams, childcare leaders, and program staff to improve collection practices and reduce aging balances.
• Support revenue integrity by ensuring proper account setup, billing accuracy, documentation, and consistent application of membership and program business rules.
• Identify patterns that contribute to delinquency, cancellations, or member dissatisfaction and recommend process improvements to strengthen retention and reduce future collections issues.
• Collaborate with membership and operations teams to support draft recovery efforts, reactivation outreach, and solutions that help members remain engaged when possible.
• Develop and implement standard operating procedures related to collections, billing follow-up, account holds, cancellations, reinstatements, and retention practices.
• Handle sensitive financial and service-related conversations with professionalism, discretion, and empathy.
• Deliver excellent customer service while balancing accountability, consistency, and YMCA policies.
• Listen for barriers impacting payment, participation, or continued membership and help identify practical solutions within YMCA guidelines.
• Support the YMCA mission by treating all members, participants, and families with respect, honesty, caring, and responsibility.
• Maintain confidentiality of financial and member information.
• Affirm compliance with YMCA policies, internal controls, and financial procedures.
• Assist with audits and documentation requests related to accounts receivable and collections.
• Perform other duties as assigned to support finance and operations.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in business, finance, accounting, nonprofit management, or a related field preferred.
• Minimum of 2 years of experience in collections, accounts receivable, billing, member services, customer retention, or related financial/customer service work preferred.
• Experience working in a nonprofit, membership-based, childcare, health and wellness, or service organization preferred.
• Strong communication, customer service, and conflict resolution skills.
• Ability to manage confidential information with discretion and professionalism.
• Proficiency in Microsoft Office, especially Excel, and experience with billing, CRM, or financial/accounting software.
• Experience with YMCA software systems, including Daxko or similar membership management platforms, preferred.
• Ability to manage multiple priorities, meet deadlines, and maintain strong attention to detail.
• Ability to remain calm, professional, and solution-focused in difficult conversations.