Member Value Associate at Florida Institute of Certified Public Accountants – Orlando, Florida

The Member Value Associate is responsible for the daily interaction with FICPA members, prospective members, and CPE registrants. The position also provides and processes information in response to inquiries, concerns and requests about products, benefits, and services, while representing the FICPA.

Reports to: Member Services Team Lead

Key Duties and Responsibilities:

• Communicate professionally with external stakeholders via phone, email, face to face, website chat and through social media platforms.
• Process receivables accurately and timely (e.g. member applications and renewals, CPE registrations CPE orders, updates, and data entry as needed).
• Build and foster positive working relationships internally and externally.
• Utilize obtained knowledge to proactively promote FICPA tools, memberships, benefits, sponsorships, and educational opportunities to potential, past and current members.
• Utilize FICPA and other associated resources to keep abreast of current general legislation and rules affecting the CPA/Accounting profession, thereby enabling more effective communication with members and accounts.
• Assess customer needs and ask good questions to truly understand and advise consultatively, making recommendations as appropriate. Up-sell FICPA products, services, benefits, and educational opportunities to accomplish the total member service experience.
• Maintain records of customer inquiries, comments, and complaints. Keep thorough reports as instructed on projects for evaluating member pulse and campaigns.
• Alert supervisor of trends in customer calls and recommend process improvements.
• Ensure that established database maintenance routines and member record updates are completed with accuracy and attention to detail each week.
• Alert supervisor of membership trends and concerns while recommending potential solutions to operational processes and quality of services.
• Assist with special department projects that help support the Membership Department and overall enterprise.

Specialty Duties (Chapters):

• Provide administrative support for chapters.
• Assists in monitoring and helps complete chapter workflows in Wrike as needed.
• Helps manage responses for Chapter email inbox.

*Must be able to work from the Orlando office Monday-Wednesday*

Experience and Education:

• Graduation from high school or an equivalent certificate and knowledge of customer service principles and practices.
• Two to five years related experience in customer support. Proficient in general computer applications (Microsoft Word, Excel, Outlook).

Competencies:

• General administrative and clerical practices including filing, proofing, basic grammar, and correspondence formatting.
• General working knowledge of the internet, with the ability to quickly find information.
• Prioritize work tasks efficiently and has a strong ability to maintain composure and alertness in a high-volume, dynamic environment.
• Basic accounting principles.
• Attention to detail.
• Ability to retain and apply information.
• Skills in building interpersonal relationships, customer service, telephone etiquette, analytical reasoning, word processing, and data entry and retrieval.
• Communicate effectively including verbal and written interactions, as well as the ability to listen attentively, respond appropriately, and speak clearly.
• Negotiate and apply reasoning and analytical skills in the customer service environment.
• Gather information, identify customer needs and corresponding products that would be beneficial to the customer.

We respect your life inside and outside of the organization. We foster a flexible, supportive environment that empowers our team members to reach their professional potential and prioritize their personal happiness. We strive to bring in individuals who are looking to build on our legacy with people who put the team first.

Our future-focused leadership is transforming how professional associations deliver on their mission. Through innovation, communication, and collaboration, we’re helping shape the future of the CPA profession. By identifying and maximizing our individual talents, we’re ascending to heights we can only reach together.

That’s why, at the FICPA, we’re serious when we say, we put people first.

Sneak Peek at our Benefits:

Half Day Friday's; 100% Paid Employee Only Health Insurance + Dependent coverage contribution; Dental Insurance; 401K w/Employer Matching; Paid Time Off; 11 Holidays; Life Insurance; Long Term Disability; and Flexible Spending Accounts.

The FICPA is a Drug Free Workplace. Final applicants will be required to successfully pass pre-employment skills testing and a background investigation consisting of criminal history, employment, education, personal and professional references, as well as a drug screening.

To learn more about the FICPA, please visit our website at www.ficpa.org.

Equal Employment Opportunity Statement

The FICPA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.