General Summary:
The Member Relations Specialist plays a critical role in ensuring member satisfaction, retention, and successful billing outcomes. Acting as the main point of contact for member engagement, this role is responsible for maintaining accurate member data, managing payment collections, and driving member communication through timely follow-ups and service calls. The ideal candidate will support club growth by reducing attrition, improving billing success rates, and ensuring an excellent member experience from onboarding to ongoing engagement.
Key Responsibilities:
1. Unit Economics & Member Billing
- Achieve an 85% successful billing rate for all active members.
- Ensure a 90% collection rate for the Defaulter 1 category.
- Achieve Net Member Movement (NMM) targets.
- Maintain member attrition rate below 3%.
2. Member Communication & Follow-Ups
- Conduct follow-ups with defaulters via call, WhatsApp, and email by the 3rd and 9th of each month.
- Perform 14-day and 30-day service calls to active and new join members (NJMs).
- Review NJM membership forms for accuracy and compliance.
- Manage cancellation and freeze requests in line with SOPs.
3. Billing & Form of Payment (FOP) Updates
- Ensure 100% first-billing success for NJMs via Auto Debit or a valid FOP.
- Update FOPs for debtor accounts and during counter collection for failed auto debit cases.
4. Member Satisfaction & App Engagement
- Achieve target OSAT scores (Overall Satisfaction) measured by Medallia.
- Ensure 80% of existing and 100% of new members download and use the AF App.
- Encourage NJMs to utilize the 60-day training package on the AF App.
5. Data Accuracy & System Utilization
- Maintain 100% usage of the Membr system for all member records.
- Verify and update NJM profiles with accurate email addresses, phone numbers, and photos.
- Upload relevant documents and assign trainers to NJMs in the system.
6. KPIs
- NMM Achievement
- Billing & Collection Success
- OSAT Score
- Service Call Completion
- App Download & Usage
- Data Accuracy in Membr
Qualifications / Requirements:
- Minimum GCE ‘O’ Level or equivalent; diploma preferred
- Prior experience in customer service, billing, or admin support roles
- Strong verbal and written communication skills
- Proficient in MS Office, CRM tools, and digital communication platforms
- Ability to multitask, stay organized, and meet monthly deadlines
- Comfortable with data entry and accuracy in system updates
What Are We Looking For:
- A detail-oriented communicator who thrives in member-facing roles
- A proactive problem-solver who ensures smooth billing and resolution follow-ups
- A service champion who goes the extra mile to retain members and improve satisfaction
- A tech-savvy team player who ensures system accuracy and app engagement
