Member Services Manager (HPM) (Finance)
Department: KUHT TV Salary: $56,800.00-$72,400.00
Description:
Manages the daily operations and provides front-line leadership to the Member Services team within the Membership Department of Houston Public Media (HPM). Serving as a key liaison to vendor processors and services to ensure consistent processing strategies and procedural execution, oversees onsite processing of donations and data maintenance for all donor and member information.
1. Oversees the operations of the customer service team, to include intake and resolution of member inquiries via email, phone and vendor escalated cases, i.e., member cards, program guides, incentives (such as thank-you gifts), tax receipts and other requests; may include preparation and distribution of new member packages.
2. Oversees the deposit, accurate data entry and updates, security compliance, biographical maintenance and receipting for all gifts and member contributions; manages the administration of corporate matching gift claims; may facilitate gift of stock and bequests.
3. Supervises, trains, and evaluates the performance of customer service and data maintenance staff, temporary staff, student employees and volunteers in the data entry of pledges, payments, premiums and account updates.
4. Addresses and resolves the more complex and difficult customer service questions, complaints or problems, coordinates with other departments regarding customer service issues as necessary.
5. Serves as a liaison to the HPM business and financial services staff to ensure proper processing reports, distribution of funds and support for reconciliation of membership income to accounting systems; processes transfers and refunds as needed.
6. Responsible for adherence to IRS and University Advancement guidelines regarding the acceptance and receipting of gift contributions to HPM. Confirms consistency and accuracy of data in support of standard industry reporting.
7. Writes and updates procedures for inclusion in new and existing documentation; implements changes in procedures and process efficiency improvements to reduce data maintenance costs, improve data quality and advance the donor experience.
8. May assist in planning of donor relations initiatives, especially in support of on-air and major donor fundraising.
9. Collaborates with colleagues and vendor partners to determine effective stewardship and recognition through publications and personalized communications.
10. Utilizes the HPM donor database, vendor partnerships and technology tools to implement and enhance donor relations programs.
11. May assist with other fundraising activities and special events as needed.
12. Performs other job-related duties as required.
MQ: Requires a thorough understanding of both theoretical and practical aspects of an analytical, technical or professional discipline; or the basic knowledge of more than one professional discipline. Knowledge of the discipline is normally obtained through a formal, directly job-related 4 year degree from a college or university or an equivalent in-depth specialized training program that is directly related to the type of work being performed.
Requires a minimum of three (3) years of directly job-related experience.
Additional Job Posting Information:
The Member Services Manager supports Houston Public Media's fundraising and membership efforts by overseeing key reporting, financial tracking, and database management. This role prepares and delivers monthly revenue, expense, and reconciliation reports, provides insights on direct mail performance, and assists with audit needs. The manager is also responsible for maintaining database accuracy through regular hygiene reviews and process improvements, ensuring donor data is reliable and correct. In addition, this position supervises the Gift Processing Officer to support accurate and timely gift entry. The ideal candidate will have experience with databases and financial reporting and a strong attention to detail.
All positions at the University of Houston-System are security sensitive and will require a criminal history check.
The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.
