Dues Operator

Dues Operator

Position Summary
The Dues Operator is responsible for managing collections on past due member account balances across all balance types, including personal training packages, monthly EFT dues, and recurring à la carte charges. This role requires consistent, professional outreach and follow-up to resolve delinquent accounts while preserving a positive member experience.

• Proactively contact members with past due balances via phone and email
• Manage a consistent follow-up cadence until balances are resolved or accounts are escalated per policy
• Collect on all balance types: personal training, monthly EFT, and recurring à la carte dues
• Document all member communications and payment arrangements accurately
• De-escalate member concerns and resolve billing disputes professionally
• Coordinate with club-level staff and management on chronic delinquency cases
• Maintain accurate records of collection status and outcomes

• Strong verbal communication skills; comfortable and confident on the phone
• Excellent customer service orientation, even in difficult conversations
• Positive, professional attitude under repetitive or resistant interactions
• Highly organized with strong follow-up discipline
• Ability to multi-task across a high volume of accounts
• Comfortable with account/billing software and email correspondence

• Prior collections, billing, or customer service experience
• Experience in fitness, membership-based, or subscription industries a plus