About The Institutes

A not-for-profit organization located in beautiful Malvern, PA, The Institutes have been the leading provider of risk management and property-casualty insurance education for more than 100 years. By living our values—Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing— our talented team delivers innovative solutions that best empower risk and insurance professionals to help those in need. In 2019, The Institutes was named a Top Workplace by Philly.com for the fifth time. We understand the importance of work-life balance and provide excellent benefits and a friendly and team-focused work environment to drive employee engagement.

The Membership Engagement Coordinator supports key department functions including, but not limited to, updating the Society’s online learning library, coordinating student initiatives, and facilitating member engagement. This position also serves as a critical first point of contact for all general incoming calls and member communications regarding CPCU Society information, inquiries, potential membership, and requests.

What You’ll Do…

Customer Service

• Shows a customer-first focus by actively listening and responding in a courteous, pleasant, and confident manner to all incoming calls and communication (call volume varies throughout the year with opportunities for off-the-phone projects and tasks).
• Understands and accurately describes the Society’s programs, products, website, and services to provide excellent customer service when answering calls and emails.Research unfamiliar questions and follows up on requested information.
• Coordinates student initiatives, including but not limited to, creating all forms needed for student applications, answering questions about the programs, and processing checks associated with the student programs to ensure scholarship checks are received by the student in a timely manner.
• Communicate with volunteer leaders and relevant stakeholders to collect necessary information to assist in updating and maintaining accurate records of volunteer leaders in the database.
• Assist with implementation of tasks associated with the volunteer application and management processes.
• Seeks opportunities for innovation and growth within their area of expertise and as a Society Team member.

Data and Content Management

• Responsible for data entry of member and non-member demographic information communicated by email, website, phone, and mail. Maintains records to ensure data, including contact information, is up to date. Fulfills and problem-solves requests.
• Collaborates with the content team to track all webinars, articles, and other learning content from Society subject manner experts. Responsible for updating the online content library, including adding new resources and updating the library as requested.
• Assist member engagement campaigns and activities including generating reports as needed.

Finance

• Processes dues including opening, sorting, batching, problem dues, membership bin and entering payments. Sends dues invoices, receipts and good standing letters upon request.
• Performs other duties and projects as assigned.

Required Competencies

• Customer Focus: Customer service oriented and exhibit the best interest of customers as the main priority when delivering goods or services.
• Collaboration: Ability to collaborate across organizational boundaries with teams and individuals in a respectful and constructive manner.
• Time management: Must be highly self-motivated and demonstrate a high sense of urgency and ability to effectively prioritize and execute tasks in a high-pressure, deadline-driven environment. Must be detail-oriented and possess strong organizational and follow up skills. Ability to prioritize and work multiple simultaneous projects, and to adjust task priorities to align with emerging business needs. Uses good judgment in escalating tasks in danger of becoming overdue to deliver promised sprint results.
• Communication: Exceptional oral and written communication skills and ability to communicate throughout all levels of the organization, both internally and externally. Ability to read, understand and follow oral and written instructions. Ability to present information and respond to questions professionally and effectively, conversationally and in written communications.

Education and Experience

• Bachelor’s degree or equivalent business experience preferred.
• Customer service experience required.
• Proficient with technology applications and customer management systems

Special Working Conditions and Physical Demands

• Occasional overtime required.
• Some travel may be required.
• Use of general office equipment, such as phone system required.
• Ability to work from the Malvern, PA office at least two days each week.

The Best Part? The Benefits!To enforce the importance of work-life balance, employees enjoy excellent benefits, including:

• Free lunch every day on campus
• 401(k) plan with company contribution up to 16%
• Generous time off package that includes paid vacation, personal, sick and holidays
• Paid maternity and parental leave
• Tuition reimbursement
• Medical, dental, vision and prescription coverage
• Free on-site fitness center
• A beautiful 1.25-mile-long walking path