Membership Support Executive

Full-Time Fixed Term Position – 12 – 18 months

Based in Chartered Accountants Ireland, Dublin

About Chartered Accountants Ireland

Chartered Accountants Ireland is Ireland’s leading professional accountancy body, representing over 40,000 members in over 100 countries and educating 8,600 students. Its members provide leadership across both the public and private sector, bringing experience, trusted expertise, and strict standards to all aspects of their work. As the largest professional body on the island of Ireland, Chartered Accountants Ireland engages with several stakeholders including governments, policy makers, regulators, and business groups on key issues affecting the profession and the wider economy. Chartered Accountants Ireland supports members at every stage of their career from education to qualification to continuing professional development.

Institute Values

The Institute seeks to ensure an environment based on our new values of Excellence, Forward-Looking, Openness and Accountability. Candidates should be able to demonstrate how these may apply to them in the role for which they are applying and how their previous experience is relevant to them.

Registry and Subscriptions Team

The Registry & Subscriptions Team forms part of the wider Members & Advocacy team and plays a critical role in supporting members throughout their membership lifecycle.

The team is responsible for managing the member database, annual subscription processes, admissions to membership, resignation requests and supporting members with their queries and support requirements . The team supports members at key points throughout their professional journey, helping them navigate membership decisions, financial challenges and career transitions while ensuring a positive and supportive member experience.

As the Institute continues to invest in new technologies and digital member services the team is evolving from a transaction-based function to one focused on member engagement and service excellence. Our aim is to be forward looking to enable us to evolve to meet the needs of our members based on data insights and market developments.

Summary of Role

The Member Support Executive plays a key role in supporting members through some of the most important career decisions and personal circumstances they may encounter throughout their membership journey.

Working closely with members, the successful candidate will provide high level guidance and support across a range of membership and fee related matters, including fee reductions due to financial hardship, ill health or retirement. The role will also be pivotal in proactively managing membership churn and member retention.

The role requires empathy, emotional intelligence, sound judgement and excellent communication skills to understand individual circumstances, provide practical support and deliver fair and consistent outcomes in line with Institute policy.

As a key member of the Registry & Subscriptions team, the successful candidate will also contribute to team development, continuous improvement and the adoption of new technologies and ways of working that enhance the member experience.

The Member Support Executive plays a key role in delivering a positive and supportive experience for members throughout their membership journey.

Key Responsibilities

Member Support & Retention

Support members through important membership decisions and life events, including fee reduction applications, retirement, ill health and resignation decisions.
Manage sensitive and complex member enquiries and information, providing guidance, support and recommendations in line with Institute policy.
Assess fee reduction applications, apply Institute policies fairly and communicate outcomes clearly and professionally.
Deliver a professional and positive member experience through empathetic solution focused engagement.
Build trusted relationships with members and identify opportunities to support and retain members who may otherwise resign.
Escalate complex or exceptional cases where appropriate providing clear recommendations and supporting information.
Collaborate with colleagues across the organisation to ensure a seamless member experience.

Team Support & Knowledge Sharing

Act as a subject matter expert in relation to fee reductions, member support processes and retention activities.
Share knowledge, promote best practice and contribute to a collaborative team environment.
Support the ongoing review and enhancement of team procedures and service standards.

Data, Reporting & Continuous Improvement

Maintain accurate records, statistics and management information relating to subscriptions, fee reductions, resignations, and retention activity.
Monitor trends and contribute to management reporting and department KPI’s.
Support the implementation and adoption of new systems, technologies and ways of working.

General Responsibilities

Support departmental projects and initiatives as required.
Undertake additional duties appropriate to the role as requested by management.
Ensure all activities are conducted in compliance with GDPR and Institute policies.

What Success Looks Like in This Team

The Registry & Subscriptions team plays a vital role in supporting members through some of the most important decisions and circumstances they may experience throughout their professional membership journey.

We are looking for someone who will thrive in a role that combines member support, professional judgement, collaboration and continuous improvement.

In this role you will:

Put Members First by delivering a positive and supportive experience through every interaction.
Balance Empathy with Accountability by understanding individual circumstances while applying policies fairly and consistently.
Exercise Sound Judgement by making balanced recommendations and appropriate decisions.
Support Others by sharing knowledge, developing colleagues and contributing to team success.
Embrace Change by seeking opportunities to improve member outcomes, processes and ways of working.
Take Ownership by demonstrating accountability, follow through on commitments and take pride in delivering high-quality work and achieving positive outcomes.

Skills and Experience

A minimum of 3 years relevant experience in a customer service or retention, membership services, account management or similar member facing role.
Proven ability to handle sensitive and complex conversations with professionalism, empathy and discretion.
Strong communication and interpersonal skills with the ability to build rapport and trust.
Ability to apply policies consistently while exercising sound judgement.
Experience managing multiple priorities and deadlines effectively.
Strong analytical and problem-solving skills.
Excellent organisational skills and attention to detail.
Experience producing statistics, reports or management information.
Strong Microsoft Office skills, particularly Excel, Word and Outlook.
Ability to adapt to new technologies and systems.

Flexible work arrangements

The Institute is seeking and encourages applications from experienced candidates who may be looking for flexible work arrangements. If such arrangements are being sought please bring these to the attention of your interviewer.

The Institute will use the information which you have provided in this form to respond to your request or process your application and will hold and protect it in accordance with the Institute's privacy statement,which explains your rights in relation to your personal data. By submitting this application acknowledge you have read our privacy statement.

Chartered Accountants Ireland is an equal opportunities employer.

Membership Support Executive

Job Description