The incumbent provides member and customer service for MBA’s Membership and Education departments. Incumbent provides customer support for member retention and MBA education programs. Incumbent assists with other department programs as needed.
Provides exceptional and timely service for Membership and Education customer inquiries via phone and email, including calls from the 800# and the general education email account.
Tracks designated service activity in corporate database and coordinates with supervisor to identify opportunities for service level improvements. Works with supervisor and/or department head to resolve any outstanding member or customer service issues.
Maintains accurate and relevant member and customer data in corporate database. Upholds corporate data integrity standards by identifying and resolving data exception issues (i.e. duplicate records).
Identifies and provides sales referrals to the Education sales team as appropriate.
Processes Education purchase orders and payments and utilizes the learning management system for ensuring student access, testing activities, and grade adjustments.
Maintains a working understanding of new and existing MBA Education products, programs and courses.
Supports new member outreach efforts, including monthly distribution of new member CEO gifts, company membership plaques, and renewing member date plates.
Work with Procurement and Office Services department for the printing/inventory of renewal “Thank You” cards and the purchase of envelopes and shipping boxes for the mailing of MBA date plates and plaques.
Maintains department supplies and membership files.
Develops an ongoing understanding of the real estate finance environment and the role of MBA in serving the mortgage industry as it relates to these functions.
This position description should not be construed to contain every function/responsibility that may be required
to be performed by an incumbent in this job. Incumbents are required to perform other functions, as assigned.
It is anticipated that an insignificant percent of time for this position is devoted to "lobbying activities" as defined under the Omnibus Budget Reconciliation Act of 1993.
Undergraduate or Associates degree combined with two years of trade association membership or customer service experience. Additional experience can be substituted for education requirements. Hands-on experience with Microsoft Office (Word, Excel, Outlook) required. Experience in iMIS preferred. Must possess excellent communication skills, both verbal and written, as well as interpersonal skills. Attention to detail required. Must also be self-directed but highly team-oriented and capable of working with senior level executives.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
The Mortgage Bankers Association (MBA) is the national association representing the real estate finance industry, an industry that employs more than 280,000 people in virtually every community in the country. Headquartered in Washington, D.C., the association works to ensure the continued strength of the nation's residential and commercial real estate markets; to expand home ownership and extend a...ccess to affordable housing to all Americans. MBA promotes fair and ethical lending practices and fosters professional excellence among real estate finance employees through a wide range of educational programs and a variety of publications and conferences. Its membership of over 2,200 companies includes all elements of real estate finance: mortgage companies, mortgage brokers, commercial banks, thrifts, Wall Street conduits, life insurance companies and others in the mortgage lending field. For additional information, visit MBA's website: www.mba.org.