Member Relations Specialist

General Summary :

The Member Relations Specialist plays a critical role in ensuring member satisfaction, retention, and successful billing outcomes. Acting as the main point of contact for member engagement, this role is responsible for maintaining accurate member data, managing payment collections, and driving member communication through timely follow-ups and service calls. The ideal candidate will support club growth by reducing attrition, improving billing success rates, and ensuring an excellent member experience from onboarding to ongoing engagement.

Key Responsibilities :

1. Unit Economics & Member Billing

• Achieve an 85% successful billing rate for all active members.
• Ensure a 90% collection rate for the Defaulter 1 category.
• Achieve Net Member Movement (NMM) targets.
• Maintain member attrition rate below 3%.

2. Member Communication & Follow-Ups

3. Billing & Form of Payment (FOP) Updates

Update FOPs for debtor accounts and during counter collection for failed auto debit cases.

4. Member Satisfaction & App Engagement

Encourage NJMs to utilize the 60-day training package on the AF App.

5. Data Accuracy & System Utilization

6. KPIs

Qualifications / Requirements :

What Are We Looking For :