Member Customer Service Associate
- Salary
- $55.8K–$60.7K
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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Salary Range: $55,750.00 To $60,700.00 Annually
ABOUT ULI
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.
ABOUT THE TEAM
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 ROLE
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.
WHAT YOU WILL DO
Membership Processing and Support
- 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.
Payments, Invoicing, and Accounts Receivable
- 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.
Escalations and Team Support
- 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.
Data Quality
- Review records flagged in quality control reports from our IT team, identify what went wrong, and make the necessary corrections.
- Complete monthly renewal and weekly accounts receivable quality control checks, along with other data checks as needed.
- Report system errors and participate in user acceptance testing for new tools.
Events
- Support District Council event setup and registration in the CRM.
- Travel two to four times a year to staff the registration desk at ULI's Spring and Fall Meetings and other conferences, helping members check in, pick up badges, and update their registrations.
WHAT WE ARE LOOKING FOR
Required
- One to three years of experience in a membership, account services, billing, or operations support role in which working in a database was a central part of your day.
- Hands-on experience working in a CRM or AMS such as Salesforce, HubSpot, NetFORUM, Nimble AMS, Fonteva, or Personify, including updating and troubleshooting records rather than just viewing them.
- Strong attention to detail: you check your work, notice when something doesn't add up, and see each task through to the end.
- Clear, professional writing skills, since most of your communication will happen over email.
- Confident everyday computer skills: organizing files and folders in SharePoint and Outlook, and working comfortably in Excel (sorting, filtering, simple formulas), well beyond basic data entry.
- A collaborative, team-first attitude and the confidence to ask questions when something is unclear.
- Experience working out what went wrong when a request doesn’t fit the standard process, and fixing it within policy rather than waiting for step-by-step instructions.
- Ability to travel two to four times a year and to work extended hours on site at events.
Preferred
- Experience handling escalations in a contact center is a plus.
- Experience with NetFORUM, Zendesk, or Intacct.
- Experience working at a nonprofit, association, or membership organization.
- Bachelor's degree.
WHAT SUCCESS LOOKS LIKE
In your first 90 days, you will learn our database and standard procedures alongside a team that is always happy to answer questions, and you will get to know the colleagues across ULI you will work with most. By the end of that period, you will be handling routine membership transactions and standard emails on your own. By the end of your first year, you will be the person colleagues trust to resolve an issue correctly the first time, with clean records and invoices that reconcile.
COMPENSATION AND BENEFITS
The salary range for this position is $55,750 to $60,700. Actual compensation will be based on experience, education, skills, and other job-related factors. ULI offers a comprehensive benefits package including health, dental, and life insurance; generous vacation leave; and a retirement plan with employer match. No relocation reimbursement is offered at this time.
WORKING CONDITIONS
ULI is committed to shaping the future of the built environment for transformative impact in communities worldwide, and we embrace our core values of integrity, collaboration, inclusion, and excellence in service to our members. In alignment with the Board of Directors' strong commitment to in-person collaboration, our roles require regular on-site presence to foster teamwork, innovation, and organizational effectiveness.
This position is based in ULI's Washington, DC office four days a week, with one remote day. Standard hours are Monday through Friday, although event days may run longer, and the role requires the ability to lift up to 30 pounds and stand for extended periods at events.
HOW TO APPLY
Please submit your résumé and a cover letter. In your cover letter, tell us which database or CRM systems you have used in your day-to-day work and what you used them for.
ULI is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, non-citizenship or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence or sexual violence, or any other status protected by applicable law. EOE/m/f/d/v.