Work Location :

Reston, VA (Hybrid/Remote)

Reports To :

Senior Director of Member Services Travel Required :

Up to 10% Domestic Travel

OUR CULTURE

At FS-ISAC, how we work matters as much as what we do.

We believe in:

• Strengthening collaboration across FS-ISAC, its membership, and strategic partners.
• Teamwork and collective success.
• Humility and curiosity to grow, learn, and continuously improve.
• Role modeling a culture of open, constructive feedback - both giving and receiving.
• Acting with integrity and accountability, upholding our policies, and making principled decisions that reflect our commitment to doing what is right.

POSITION SUMMARY

The Senior Membership Specialist is responsible for supporting the organization's members through the service desk and digital support channels while ensuring a seamless and efficient member experience. This role serves as the central point of coordination for member inquiries, requests, and support needs, connecting members to the appropriate services, resources, benefits, and internal teams. The Senior Membership Specialist develops extensive knowledge of the organization's programs, services, policies, and processes to provide accurate and timely assistance. This role is responsible for maintaining the integrity, accuracy, and completeness of member data across Salesforce and other member information systems. Through effective case management, data stewardship, and operational support, this position contributes to member satisfaction, operational excellence, and organizational effectiveness.

ESSENTIAL JOB DUTIES

Membership Support

• Manage and respond to member inquiries received through the service desk, member portal, email, and other digital support channels.
• Route member requests to appropriate internal teams and monitor progress through resolution.
• Provide information regarding membership benefits, programs, services, events, and resources.
• Ensure timely and accurate handling of support tickets in accordance with service-level expectations.
• Track, monitor, and report on member support requests and resolution trends.
• Identify recurring member issues and recommend process improvements. Membership Administration
• Develop subject matter expertise in organizational services, programs, systems, and internal processes.
• Maintain documentation, procedures, and knowledge-based resources to support consistent service delivery.
• Collaborate with internal stakeholders to ensure efficient fulfillment of member requests.
• Data Management and Salesforce Administration
• Maintain accurate and complete member records within Salesforce and related systems.
• Perform data entry, validation, auditing, cleansing, and quality control activities.
• Identify and resolve data discrepancies, duplicates, and incomplete records.
• Support data governance practices and maintain established data quality standards.
• Generate reports, dashboards, and operational metrics to support membership activities.
• Assist with Salesforce process improvements, workflows, and end user support.

EDUCATION

Bachelor's degree in business or related field is preferred.

EXPERIENCE

• Minimum of four years of experience in membership operations, customer support, customer service operations, customer relationship management (CRM) administration required in a non-profit organization highly desirable.
• Demonstrated experience using Salesforce as a primary CRM platform.
• Experience managing and maintaining data quality within CRM systems.
• Experience working within a ticketing system or service desk environment.

COMPETENCIES

• Strong Salesforce knowledge, including record management, reporting, dashboards, and data management.
• Excellent attention to detail and commitment to data accuracy.
• Strong verbal and written communication and customer service skills.
• Independently identifies potential problems in member services process; effectively communicates issues to team; offers problem solving input.
• Ability to establish effective partnerships across departments, communicate openly, and work collaboratively to resolve issues and deliver exceptional service to members.
• Ability to manage multiple priorities and deadlines.
• Ability to learn complex products, services, and internal processes quickly.

COMPUTER SKILLS

• Salesforce
• Microsoft Office applications, particularly Excel, PowerPoint, and Word

WORK ENVIRONMENT

This is a hybrid position that reports to Reston, VA headquarters (up to two days per week in office. Employees are expected to maintain a professional work environment and be able to perform the essential functions of the role. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties, or skills required. Job duties may be modified or assigned as business needs evolve.

COMPENSATION AND PAY TRANSPARENCY DISCLOSURES

Full-Time Annual Salary Range:

($70,000-$85,000) Individual salaries are determined by a variety of factors including, but not limited to, business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Incentive Compensation:

This position is eligible to participate in the organization's discretionary annual incentive/bonus plan subject to plan terms in addition to individual and organizational performance.

Benefits:

Medical, dental, vision, life insurance, disability coverage and accident insurance, 401(k) with employer match, paid time off, paid holidays, parental leave, along with other types of leave, and professional development opportunities. Other incentives may be available based on position level.