Position Summary

The Membership Coordinator plays a significant role in delivering a high-quality professional experience for members of the FBI National Academy Associates (FBINAA). This position serves as a primary front-line resource for member support, membership operations, and office coordination, requiring sound judgment, strong organizational skills, a service-oriented mindset, and an outgoing, friendly approach to member engagement.

Working in a collaborative, fast-paced nonprofit association environment, the Membership Coordinator independently manages core membership service functions, supports chapter and student engagement, and contributes to the continuous improvement of member-facing processes. This role is ideal for a detail-oriented professional who enjoys daily interaction with members and stakeholders, brings a warm and welcoming presence to the organization, and takes ownership in problem-solving and service excellence.

Key Responsibilities

Member Services & Membership Operations

• Serve as a primary point of contact for member inquiries via phone, email, and in person, resolving issues independently whenever possible and escalating appropriately when needed.
• Provide one-touch resolution for routine membership questions related to dues, status, onboarding, and benefits.
• Support membership operations through accurate data entry, processing membership applications, dues payments, invoices, and refunds within the Association Management Software (AMS).
• Research and resolve unidentified or misapplied payments and respond to invoice requests in a timely manner.
• Serve as the primary coordinator for new member onboarding, session check-in, and student payment processing.
• Identify trends in member inquiries and recurring issues; prepare observations and recommendations to improve service delivery and member satisfaction.
• Assist the Membership Team with cross-functional projects and initiatives as assigned.

Chapter & Student Support

• Maintain and update chapter-related records.
• Support chapter engagement by assisting with the online chapter events calendar and processing chapter dues.
• Investigate and resolve chapter dues discrepancies in coordination with internal staff.
• Provide support for student and member-related events.

Office & Front Desk Coordination

• Provide professional, in-office administrative support, including answering incoming calls, greeting members and visitors, and directing inquiries appropriately.
• Maintain a welcoming and organized reception area, including oversight of daily hospitality needs (coffee/snack station).
• Represent FBINAA with professionalism and warmth, often serving as the first point of contact for members and visitors.

Qualifications & Experience

• Bachelor’s degree preferred; equivalent professional experience considered.
• Minimum of 2 years of experience in a membership-based organization, nonprofit association, or customer service–focused role.
• Demonstrated ability to work independently, manage priorities, and exercise sound judgment.
• Strong attention to detail with an elevated level of accuracy in data entry and record management.
• Excellent written and verbal communication skills with a member-first service approach.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Experience with Impexium/Re: Members Association Management Software (AMS) is a +.
• Ability to travel occasionally and work flexible hours during special events.