Areas of Responsibility:

• Assist in the daily execution of activities related to new member acquisitions, ensuring that membership applications are processed in accordance with ASA eligibility requirements.
• Assist in the daily execution of activities related to the ASA renewals program.
• Oversee and implement new member outreach program through phone and email communications including new applicant welcome calls, six (6) month customer service check-in calls with applicants and proactively reaching out to applicants at risk for denial. 
• Manage ASA’s Benefit Partner Program – responsible for making sure all programs are up-to-date, web text is accurate and complete and research any new programs that may be of interest to ASA members.
• Oversee the management of retirement, partial retirement and sabbatical application processes.
• Train new Member Service Representatives in the policies and procedures of ASA as well as navigation of AMS and the phone system, as well as continuously guiding and training team on updates or changes to communicate to members.
• Maintain expert knowledge of AMS and processes; being sure to document processes for use by MSRs.
• Develop and maintain training materials for staff as well as facilitate appropriate staff training opportunities so they may better understand the various ASA processes.
• Work with department director to set annual goals and scope, plan, and prioritize efforts to meet those goals.
• Implement strategies for continuous quality control and improvement.
• Document and maintain all department processes, policies and procedures.
• Analyze workflows to determine opportunities for improvements and allocation of staffing. 
• Implement staff management and training strategies that support ASA’s vision of member and customer service and standards.
• Supervise work product, growth and performance of Member Service Representatives.
• Other duties as assigned by the Director of Membership