Member Relation Specialist - IMAIPL

Reports to: Director of Operations, IMAIPL

Location: Bangalore, India

ABOUT IMAIPL:

Institute of Management Accountants India Private Limited (IMAIPL) is a general marketing, promotional and support service entity. It has an exclusive contract with the Institute of Management Accountants in the U.S. (IMA) to provide services that include identifying opportunities relevant to the IMA mission, promoting the management accounting profession, creating awareness of IMA's certification programs, carrying out liaising activities and providing limited auxiliary services to IMA members and chapters in India. These auxiliary services include organizing conferences, workshops, exhibitions and other networking events and extending opportunities for continuing professional development.

ABOUT IMA:

IMA, the association of accountants and financial professionals in business, is one of the largest and most respected associations focused exclusively on advancing the management accounting profession. Headquartered in the United States, IMA supports the global profession through research, the CMA® (Certified Management Accountant) program, continuing education, networking, and advocacy of the highest ethical business practices.

KEY RESPONSIBILITIES:
• Receives incoming customer telephone calls and makes outbound telephone calls to customers regarding IMA products, services, and outstanding membership accounts.
• Provides customer service via the telephone, email, WhatsApp, Livechat, social media, mail, fax and in person. Resolves customer inquiries as related to the calls and responds to e-mail inquiries received in the IMA India general e-mail box. Also responds to voice inquiries from general voice mail box and replies to customer inquiries via social media.
• Utilize all organizational policies and procedures to ensure customer satisfaction.
• Updates customer record at the time of customer contact and customer inquiries via IMA’s database system and other appropriate lists.
• Researches and processes customer claims, inquiries, issues, problems.
• Calls, e-mail, IM, mails, and/or faxes correspondence to customers as necessary in order to update accounts.
• Assists customers by:
• Adjusting complaints concerning billing or service rendered, referring complaints to designated departments for further investigation. Answer customer questions or inquiries via phone, email, IM, social media, mail, and/or fax.
• Analyzes accounts and records discrepancies, adjustments, and corrections.
• Records information about financial status of customer and status of collection efforts.
• Research returned postal mail, emails, and incorrect phone numbers to obtain current contact information for member and update contact information in database.
• Stays current on IMA membership options, benefits and services to provide accurate information and cross-sell when appropriate.
• Maintain regular communication with important customer service partners at IMA headquarters office and other partners as appropriate (government, testing centers, etc.)
• Provide support and assist in the successful implementation of live customer/member events through registration, execution, and follow-up as directed.
• Update customer service instruction manual and related templates.
• Other projects and/or tasks as assigned.

SUPERVISORY REQUIREMENTS:
• There are no supervisory requirements with this position.

KNOWLEDGE, SKILLS, ABILITIES and OTHER REQUIREMENTS:
• Associate bachelor or equivalent and a minimum of 1 year of experience in operations, call center, customer service, or sales environment.
• PC skills to include Microsoft Office products, spreadsheets, and database applications.
• Must have excellent communication, organizational, people and telephone skills.
• Proactive attitude and good problems solving skills.
• Ability to work effectively in a high-pressure, fast-paced environment.
• Effective conflict resolution ability.
• High level of integrity and the ability to maintain the confidentiality of sensitive and proprietary information.
• Team-oriented, empowered, and professional with a “can do,” forward-thinking approach who takes initiative.
• Ability to communicate effectively in English with effective skills in both written and oral communication