Member Support Specialist

The Membership Support Specialist supports our membership services unit and is responsible for management and maintenance of specific membership and operations functions, including: primary responsibility for downloading, processing and error correction for daily bank deposit files and managing and maintaining matching gift donations. Shared responsibility for membership support line and for maintaining and processing sustainer donations. This position is part of the Development Department and reports to the Manager of Membership Services.

SPECIFIC DUTIES:
Share responsibility as main public contact regarding membership questions, issues and procedures, using secure Allegiance database.

Primary responsibility for contacts in Membership email folder including documentation of sales from staff.

Responsible for downloading and processing daily bank receipt data from daily bank deposit files, data correction, processing credit card payments, PayPal and UW payroll donations. Download and process bureau event payments. Check reports and make adjustments to memberships as necessary. Contact donors as needed.

Download and process telemarketing and canvassing donation ns; download telemarketing call results and update memberships.

Administer Matching Gift program, working with participating companies to accurately process payments and resolve problems. Manage integrated programs for acquiring matching gifts and act as liaison between members and their employer companies.

Develop and manage new systems to increase member and company matching support, using database and targeted member contacts

Act as backup for processing monthly credit card and EFT installment payments.

Run appropriate reports to maintain clean records, find errors in processing and for preparation for monthly sustaining payment files.

Maintain strict confidentiality and protect data security for all member transactions in compliance with Purchasing Card Industry standards.

Provide support for on-air pledge drives by assisting in set up and maintenance of pledge central; responding to membership questions and problems.

Procure refreshments for staff and keep history of needs

Manage credit card

Back-up duties of the Membership Services Manager during absences.

Serve as secondary back-up assistance in responding to listener questions and feedback, and assist in front desk coverage back-up

Collaborate closely with membership management to enhance direct mail efforts. Review direct mail materials when appropriate and suggest improvements.

Collaborate with and respond to the Manager of Membership Services, Director of Membership, Chief Development Officer, Financial Manager and Corporate Development Director on customer service questions and related activities.

Comply with UW and UWEX code of ethics: http://bami.uwex.edu .

Effectively engage diverse perspectives and experiences in work product and in organizational interactions and demonstrate respect for others in all workplace relationships.

Other duties as assigned or apparent.

ESSENTIAL JOB FUNCTIONS

Spend major portions of time communicating over the telephone, in writing and in person.

Use software and web applications for communication and sustainer donation processing operations. Operate a computer for extended periods.

Communicate positively and effectively with members and staff about Wisconsin Public Radio and the value of public broadcasting. Provide excellent customer service.

Maintain high level of detail. Frequently type/input data efficiently with few or no errors

Maintain confidentiality of donor information.

Ability to create and maintain sound and accurate administrative financial records and reports.

Ability to work non-standard hours during membership drives (4 drives annually) and events.

MINIMUM QUALIFICATIONS

At least two years of successful experience in a call center or customer service-related position. This includes success in problem-solving for internal and external customers.

Ability to both function independently and collaboratively with little or no direct supervision as part of a small, interactive department.

Demonstrated ability to work in a fast-paced environment, including the ability to maintain a calm and professional demeanor in stressful conditions and conflict situations.

Strong organizational skills and the ability to multi-task and change focus quickly while maintaining accuracy, efficiency and attention to detail.

Demonstrated commitment to excellence and effectiveness in interpersonal communication, both verbally and in writing.

Ability to maintain confidentiality and professionalism while working with sensitive personal information and private communications.

Experience working with technology including: information databases and Microsoft Office Suite including MS Access. Comfort learning new technologies.

Commitment to support diversity and inclusion in the workplace.

DESIRABLE QUALIFICATIONS

Knowledge of public media, such as might be gained from past employment, volunteering, or other engagement with our services and mission.

SALARY: We expect to pay in the $16 per hour range; actual pay will be dependent upon qualifications and experience. UW-Extension offers a comprehensive benefits package, including health insurance, life insurance, pension plan, flexible spending accounts, employer paid training and development, generous paid vacation and sick leave. https://www.wisconsin.edu/ohrwd/benefits/summaries/ .

HOW TO APPLY: Please apply through https://www.careers.wisconsin.edu by 4/30/18. If you are a current UW System employee use http://bit.ly/2n9AibS . This is job #14203. Please include a detailed resume with a cover letter detailing how your experience relates to the job duties and qualifications for this position; and a list of three professional references with contact information, including email address – at least one must be a supervisory reference.

Questions? Contact Betsy Nelson, Wisconsin Public Radio, 821 University Avenue, Madison, WI 53706, 608-262-5221, betsy.nelson@wpr.org