Member Customer Service Associate

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Regular Employee Washington, DC, US

Salary Range: $55,750.00 To $60,700.00 Annually

The Urban Land Institute is a 501(c)(3) nonprofit research and education organization supported by its members. Founded in 1936, the Institute has more than 48,000 members worldwide representing the full spectrum of land use and real estate development disciplines across private enterprise and public service. ULI's mission is to shape the future of the built environment for transformative impact in communities worldwide.

ULI members rely on Global Customer Service Operations whenever they need something handled, whether that’s renewing a membership, sorting out a payment, registering for an event, or updating a profile. We’re a global team based in Washington, London, and Hong Kong, working alongside contractors in the Philippines and an external Contact Center that serves as members’ first point of contact. The US team is small and close-knit.

When someone is out or a busy stretch hits, teammates step in without being asked, share what they know, and make sure nothing falls through the cracks.

The Member Customer Service Associate is the team's membership specialist, responsible for keeping ULI's member records accurate and its membership transactions running smoothly. Reporting to the Customer Service Director, Membership Programs, you will process memberships, manage invoices and payments, carry out regular data quality checks, and resolve the issues our Contact Center escalates when they call for a closer look.

Most of your day is spent working in our database and communicating by email, with the occasional phone call. You will collaborate closely with District Council staff across the country, Contact Center agents, and colleagues overseas, and you will serve as the main point of contact for public agencies, universities, and vendors on membership and billing questions.

This role is a great fit for someone who takes pride in getting the details right. Because a single incorrect membership status or misapplied payment can create problems for members and colleagues alike, we are looking for a person who naturally double-checks their work and follows each task through to completion.

• Create, update, renew, and cancel individual and group memberships in ULI's database.
• Serve as the subject matter expert for public agency and university memberships, whether that means enrolling an agency's staff or registering a group of students for the Fall Meeting.
• Keep member profiles and demographic information accurate and up to date.
• Manage complimentary membership and registration lists for special programs.

• Create and manage invoices in the CRM and process payments, credit card refunds, and receipts.
• Track open and partially paid public agency invoices and follow up on overdue balances.
• Research unidentified credits and apply them to the correct invoices.
• Support processing lockbox payment batches and process departmental vendor invoices in Intacct.

• Review and resolve Contact Center escalations each day in Zendesk, following our standard procedures and bringing any exceptions to your manager with a clear recommendation.
• Help train Contact Center agents and create documentation they can rely on.
• Support colleagues in Asia Pacific and Europe during their busiest periods.

• Review records flagged in quality control reports from our IT team, identify what went wrong, and make the…