Registrar

Position Summary: 
The Lead Registrar, Youth Development is a working lead position responsible for the day-to-day administrative functions supporting the YMCA’s Youth Development programs, including Before & After School and Summer Day Camp.

The Lead Registrar works closely with Youth Development leadership, program staff, families, Finance, and external partners to ensure accurate, timely, and consistent administrative operations. The position requires strong organization, attention to detail, confidentiality, customer service, sound judgment, and the ability to manage multiple priorities while demonstrating the YMCA values of Caring, Honesty, Respect, and Responsibility.

The Lead Registrar performs the full range of Registrar responsibilities while directly supervising one additional Registrar. This position serves as the primary administrative resource and point of contact for Youth Development registration, enrollment, billing, collections, reporting, records, family communication, and third-party reimbursement processes.

Essential Functions:
*Provides exceptional customer service by assisting families with registration, account information, payments, enrollment, and program policies. Responds to emails and voicemail messages within 24 hours.
•    Performs the full range of Registrar responsibilities for Youth Development programs while serving as the administrative lead for the department.
•    Provides direct supervision, training, coaching, and support to one Registrar, including coordinating workload, reviewing work, providing feedback, and ensuring expectations are met.
•    Serves as the primary point of contact for Youth Development registration and administrative needs and provides support to program staff, leadership, and families.
•    Processes registrations, enrollment changes, transfers, cancellations, collections, refunds, returns, account adjustments, and general account issues.
•    Maintains accurate participant, family, enrollment, and program records in Daxko and other applicable systems.
•    Generates, reviews, and distributes Daxko and other reports to support program operations, enrollment, financial tracking, and decision-making.
•    Manages third-party billing and reimbursement processes, including ECS, community partners, subsidies, and other applicable funding sources.
•    Monitors enrollment capacity, waiting lists, attendance, and participation and communicates concerns or trends to Youth Development leadership.
•    Coordinates with supervisor to resolve billing discrepancies, outstanding balances, payment issues, reconciliations, and account adjustments.
•    Serves as a resource and subject matter expert for Youth Development registration procedures, billing, reporting, enrollment, and administrative processes.
•    Identifies opportunities to improve administrative processes and supports consistent procedures across Youth Development programs and sites.
•    Maintains confidential and organized records and assists with compliance, audits, reviews, and documentation requirements.
•    Upholds YMCA policies and procedures and demonstrates ethical behavior, professionalism, and the YMCA’s core values. 
•    Ensure all First Coast YMCA standards and best practices are implemented and followed. 
•    Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations, and child abuse prevention. 
•    Ensures the health and safety of all members/guests.
•    Inspect physical space to ensure the safety, orderliness, sanitation, and cleanliness of facilities.
•    Demonstrates compliance with YMCA Child Abuse Prevention and Abuse Risk Management policies. 

NOTE: This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

YMCA Competencies (Leader):
Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.
Fiscal Management: Manages Y’s resources responsibly and sustains Y’s nonprofit business model.
Functional Expertise executes supervisor technical skills for the role.
Program/Project Management: Ensures program and projects goals are met and intended impact occurs.

Qualifications:
Required:
•    High school diploma or equivalent.
•    Intermediate knowledge of computers and Microsoft Office Suite, including Word, Outlook, Excel, and PowerPoint.
•    Previous administrative, registration, customer service, billing, accounting support, or related experience.
•    Previous supervisory, lead, or team leadership experience preferred.
•    Strong organizational, communication, and problem-solving skills.
•    Ability to manage multiple priorities and deadlines while maintaining accuracy and attention to detail.
•    Ability to manage confidential information with discretion and professionalism.
•    Demonstrated initiative, sound judgment, and ability to make decisions independently within established policies and procedures.
•    Ability to effectively train, coach, delegate, and provide feedback to others.
•    Effective team player who contributes ideas and can be counted on to meet expectations and commitments.
•    Experience working with diverse populations preferred.
•    Ability to speak a language in addition to English may be helpful.
•    Must pass Level 2 Background Screening. Level 2 is a fingerprint check of state and federal criminal history conducted through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI). https://info.flclearinghouse.com

Preferred
•    Experience with YMCA programs or youth development services.
•    Experience with childcare subsidies, third-party reimbursement, government-funded programs, or other payer systems.
•    Experience with billing, accounts receivable, reconciliation, or claim processing.
•    Experience using YMCA membership/program management software, particularly Daxko Operations.
•    Experience working with multi-site programs or Association-wide operations.

Physical Demands:
Ability to plan, lead, and participate in activities.

This position requires the following: Seeing, hearing, writing, standing, walking, sitting, kneeling, crouching, bending, lifting (50 lbs.), pushing (50 lbs.), and pulling (50 lbs.)