Member Care Coordinator

SUMMARY OF POSITION 

The Member Care Coordinator plays a pivotal role on ASTA’s Membership team, sitting at the intersection of exceptional customer service and operational excellence. This position is designed for a detail-oriented, people-focused professional who thrives on helping others while ensuring smooth and efficient back-end processes.    

As the first point of contact for current and prospective members, the Coordinator delivers a high support standard through clear communication, timely follow-up, and an unwavering commitment to member satisfaction. At the same time, they ensure operational integrity by managing membership processes, maintaining accurate data in our systems, and contributing to the seamless execution of engagement initiatives.   

This dual focus on service and systems allows the Member Care Coordinator to directly impact member retention and satisfaction, reinforcing ASTA’s mission to promote and defend the travel agency industry while fostering a vibrant, professional community.   

KEY RESPONSIBILITIES 

Member Support and Communication    

• Provide exceptional and timely service to members and non-members across all communication channels.  
• Maintain correspondence logs within membership records for continuity of service.  
• Serve as the first point of contact by answering ASTA’s toll-free member service line.
• Monitor and respond to emails received at shared group inboxes.  
• Administer and moderate ASTA Facebook Groups to engage members and use the platform as a retention tool.   

Membership Processing and Data Management   

• Update employee rosters for company and corporate memberships as needed.  
• Set up new supplier memberships in iMIS following agreement completion.
• Create membership invoices in iMIS to support accurate and timely accounting and payment processes.  
• Process new memberships, renewals, event registrations, and other membership-related transactions.   
• Maintain the integrity of member data by assisting with regular updates, cleanups, and audits.  
• Run scheduled data integrity reports to identify and correct errors or outdated records.  
• Troubleshoot and document issues affecting member-facing systems and processes.  

Specialized Projects and Additional Duties   

• Support the Verified Travel Advisor (VTA) certification program by preparing and mailing graduate packets, certificates, and pins monthly.
• Participate in assigned membership and marketing projects (e.g., event support and data projects).  
• Handle miscellaneous member service and operational requests as directed by the Membership Department leadership.