System Administrator/Financial Assistance Specialist

The Metro YMCA of the Oranges has an exciting opportunity for a highly motivated, mission-driven, candidate to join our team.
Job Description

We are an all - inclusive organization joined together by a shared commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. As a growing, mission focused, and future-oriented association of YMCAs, the Metro YMCA of the Oranges has an exciting opportunity for a highly motivated, mission-driven, candidate to join our team.

The Systems Administrator/Financial Assistance Specialist is a key member of the Membership Software team.  Key responsibilities will include branch-focused service for all ACTIVE Net activity setup, member account management, staff system access and financial assistance administration. This includes high level technical and product support to end users.

Education and training are at the core of successful end users. Under the direction of the Director of Membership Software, the Systems Administrator/Financial Assistance Specialist will support the creation and delivery of topic specific, targeted trainings to support the growth and delivery of YMCA membership and programs. 

Qualifications
  • Bachelor’s degree or equivalent experience working with systems & processes.
  • Experience with operating software and providing support. Help desk experience a plus.
  • Strong written and oral communication skills, including the ability to relate to and communicate with users at all levels of the organization in a positive, effective manner.
  • Ability to train non-technical users in technical topics.
  • High-level understanding of the complexities of relational databases and the intricacies of multi-dimensional functionality of operating software.
  • Project management skills, particularly in the area of identifying and engaging multiple stakeholders, assessing common needs, delivering relevant feedback and delivering projects on scope and on deadline.
  • Must be detail-oriented and have strong organizational skills.
  • Ability to communicate in various venues within and outside of the Association, i.e., public speaking, presentations.
  • YMCA experience is a plus!
Essential Functions
  • Responsible for all branches’ activity set up and support of software platforms in, inclusive of account management such as set up, reset of passwords, troubleshoot user error and deactivation of accounts.
  • Coordination with branch teams for the setup of activities and manage the communication and resolution of issues with a focus on excellent service.
  • Serve as primary Financial Assistance Specialist and management of request for the Association, including internal and external communications, exercising discretion to protect confidentiality of applicants and making appropriate award determinations. This role includes evaluation of confidential member information against Y eligibility criteria, and the ability to discern exceptional need requiring extra assistance. Communication skills should include diplomatic delivery.
  • Primary management of staff-facing system for online support emails from staff. This includes timely reply to problem solve all questions, issues, needs and concerns. Utilize all appropriate methods of communication for a timely and highly responsive solution. 
  • Troubleshoot and assist with the resolution of system related problems and issues with a focus on excellent customer service.
  • Support Accounts Receivable team and branch teams as needed with membership and program enrollment, including but not limited to, adjustments of fees, days attending, credits and chargebacks.
  • Coordinating with supervisor, interface with ACTIVE Net technical assistance and account management teams.
  • Assist with the design of training courses, maintain and deliver training protocols for staff relating to operating software.
  • Analyze support tickets and communicate trends with supervisor with a focus on eliminating reoccurring issues.
  • Assist with maintenance and integrity of the ACTIVE Net database.
  • Support Director of Membership Software with set up of other programs as needed.
  • Articulate and model YMCA’s four core values of Caring, Honesty, Respect and Responsibility.
  • Performs such other job-related duties as may be periodically assigned.
Cause-Driven Leadership Competencies

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising. 

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.