Member Engagement Associate

DEPARTMENT: Membership/Operations

REPORTS TO: Director, Membership & Foundation

HOURS: Full-time

GENERAL SUMMARY:

Founded in 1893, the NLN is the oldest nursing association in the US with 45,000 individual and 1,000 agency members (schools of nursing). We seek an energetic, customer-focused, and technically adept associate to join the membership department. Reporting to the Director of Membership, this position will help build and sustain member relationships, perform proactive outreach to support recruitment and retention efforts, maintain member records, provide frontline customer service by responding to emails and phone calls, and coordinate the NLN Ambassador program.

DUTIES AND RESPONSIBILITIES:

Member/Customer Support

• Respond to member emails and phone calls:
  • Assist members with login assistance
  • Process demographic updates and correct member records
  • Merge duplicate records
  • Provide invoices and other billing support
  • Process membership renewals sent via email, fax, phone
• Complete quarterly data integrity checks on agency member and nonmember records

Recruitment & Retention

• Perform regular, ongoing outreach to members to inquire about their membership experience and ensure they are satisfied with and understand their member benefits.
• Assist new members through follow-up emails/phone calls to ensure they are thoroughly onboarded.
• Conduct research and compile an ongoing list of possible member leads
• Assist with billing and conduct follow-up emails and phone calls with lapsed members

NLN Ambassador Program

• Maintain list of active Ambassadors
• Onboard newly appointed Ambassadors
• Coordinate Ambassador announcements and communications, including compiling and sharing engagement opportunities across the NLN
• Moderate the NLN Ambassador community on NLN Connect
• Work across departments to compile and share opportunities for Ambassador engagement
• Collect and maintain metrics about the program to help with evaluating programmatic success

QUALIFICATIONS:

• Bachelors degree required.
• Minimum two years’ experience in a similar role and office environment.
• Excellent customer service, written, and verbal communication skills.
• Experience with MS Office apps and databases, particularly with iMIS.