Characteristic Duties and Responsibilities

1. Membership renewal billing processing for ACEP, chapters, and related organizations.

1. Prepares member data for all invoice billings.

2. Coordinates individual member billings with appropriate staff.

3. Coordinates with outside vendors on any outsourced billing services.

4. Tracks and maintains billing resources and office stock.

2. Membership cancellation processing.

1. Coordinates ACEP, chapter, and related organizations’ cancellation processes.

2. Creates cancellation lists and communicate with appropriate stakeholders.

3. Auto-renewal and installment billing coordination.

1. Oversees auto-renewal and installment billing processing.

2. Tracks and successfully resolves auto-renewal and installment billing issues.

3. Notifies individuals of failed recurring payments to rectify dues delinquencies.

4. Membership cancellation processing.

1. Coordinates ACEP, chapter, and related organizations’ cancellation processes.

2. Creates cancellation lists and communicate with appropriate stakeholders.

5. Customer and member data maintenance.

1. Updates member and customer billing information, including but not limited to, physical addresses, chapters, email addresses, sections and other member record changes received from all sources.

2. Ensures systems records and transactions are accurately updated.

6. Build ACEP into a thriving customer service organization through teamwork and shared responsibility.

1. Provides thoughtful, timely, and thorough support to ACEP, chapter, and related organization members and customers through telephone, chat, and e-mail.

2. Uses professional customer service skills, initiate contact with and respond to member and potential member communication including resolution of member complaints, addressing member issues, securing needed information, and taking personal data and completing financial transactions.

3. Pursues up-to-date knowledge of ACEP products, services, and benefits in order to answer most member questions.

4. Assists members/customers with online renewal processes, including but not limited to, new applications, renewals, and subscriptions.

7. Documentation of procedures for processes, systems, and activities specific to position responsibilities.

1. Keeps all related billing and dues documentation current.

2. Maintains ACEP, chapters, and related organizations’ dues and PAC history.

3. Collaborates with appropriate staff and external stakeholders to increase retention through potential process improvements including email notifications.

4. Collaborates in user acceptance testing related to billing processes and procedures as needed.

5. Learns new billing computer and software systems as requested or required.

8. Performs other duties as assigned by supervisor.

Relationships and Contacts

Required Education and Experience

1. High school diploma or equivalent.

2. Three years related experience in a records, billing, or customer service environment including preparation and analysis of statistical reports, databases, and verification of information received for completion and accuracy.

3. Demonstrated skills and familiarity with the Microsoft Office Suite of products, and comfort in learning new technologies.

Other Desired Qualifications

1. Genuinely excited to help customers.

2. Passionately communicative.

3. Ability to critically think and problem-solve, thriving under pressure.

4. Willing and able to investigate when information is required to resolve complaints.

5. Attention to detail and accuracy.

6. Ability to organize and prioritize and work independently.

7. Capacity to adapt to changing priorities and deadline pressure.

8. Ability to work well with others and demonstrate a customer service attitude.

We are an equal opportunity and E-Verify employer who offers a competitive salary, an excellent benefits package, a retirement plan and more.

If you have questions regarding this position or would like to submit your resume, please contact us.