Membership Administration Officer

About us:

Are you passionate about improving the lives of healthcare and aged care workers in Australia? If so, we have an exciting opportunity for you at the Health Services Union NSW/ACT/QLD (HSU).

The HSU is one of the fastest growing unions in Australia, with 47,000 plus members in Health, Aged care, Disabilities, Paramedics, and Ambulance services. We use our collective power to build a fair and just society through improving pay, job security and conditions for our members.

With a dynamic and passionate team of approximately 120 employees, HSU staff across the organisation work tirelessly to support and assist each other in our mission to grow and develop the industrial, social, and political interests of our members and their communities.

If you’re ready to join a team of dedicated professionals who are committed to creating a fairer and more just society, we encourage you to apply for this exciting opportunity at the HSU today.

About the role:

The HSU is looking to add a Membership Administration Officer to our growing Membership Administration division. This is a full-time permanent position, located in our Sydney CBD Head Office.

The successful Membership Administration Officer will assist in all aspects of administration duties and provide support to a team working in the Membership Administration Department.

This is a Permanent Full-Time position based in our Sydney CBD Head Office. Please note that this position is an in-office role.

Responsibilities:

• Receive, assess, and action telephone/email enquiries from members and prospect members promptly, efficiently, and courteously.
• Process new membership applications.
• Process resignation requests and have retention conversations with members.
• Assess and process waiver applications in accordance with the Waiver Policy.
• Assess and process refund requests in accordance with the Refund Policy.
• Process and review membership contribution payments including direct debits, credit card, BPAY, quarterly invoices, payroll deductions, cheques, and manual payments.
• Direct debit and credit card rejections including monitoring rejections, contacting members to confirm payment details, and achieving catch up payments.
• Overdue payroll deduction and invoice payments including monitoring missed membership contributions, sending reminders, contacting members, and achieving catch up payments.
• Managing various HSU inboxes as required such as Info, Accounts, AGM, and Conference by appropriately allocating tasks to staff based on their understanding, experience and ability to action enquires.
• Accurately update member details as requested in the CRM system.
• Create new worksites, update worksites and action patch changes in the CRM system.
• Respond to questions regarding membership coverage.
• Identify new memberships and encourage non-members to join.
• Handle difficult conversations with members and refer them to the correct person (eg Membership Support Lead, Member Services, or the relevant Division Head).

Essential Skills and Experience:

• Good interpersonal and oral communication skills, including good telephone manner, ability to explain matters clearly, and to establish rapport with others.

• Basic understanding and knowledge of the required processes, procedures, and policies with a focus on learning.
• Ability to be reliable, accurate and have an understanding of the importance of attention to detail.
• Novice administration and organisational skills.
• Basic knowledge and demonstrated practical skills with Microsoft Office programs (Outlook, Word and Excel), the CRM and telephone systems.
• Able to perform the work with assistance from others, with a focus on developing independence through on-the-job experience.
• Demonstrated ability to discuss terminology, concepts and resource materials in order to perform the responsibilities of the position.

Location:

• Sydney CBD

Remuneration:

• $75,252- $79,423 + 11.5% (12% for females) Employee Superannuation Contributions

Our Benefits:

• Attractive employment conditions, including access to an RDO system, Religious Leave, Study Leave, Reproductive Health, and Wellbeing Leave, Birthday Leave and Travel to Work Payments
• A supportive Health and Wellbeing program
• Access to Staff Training and Development funding
• Generous Salary Packaging arrangements

next steps

Please click Apply Now to submit your application.