Multilingual Member Services Associate - SPANISH + PORTUGUESE (Annapolis, MD)
TRACE International, Inc. is seeking a Member Services Associate with fluency in Spanish, English, and preferably Portuguese to join our team.
TRACE is a 501(c)(6) non-profit membership association with a global anti-bribery mission. Our Member Services team provides account management / customer service support to our multinational member companies, to help each member maximize use of their available membership benefits.
Position Details:
- This is a full-time (40 hours per week), non-exempt position.
- Days and hours of work are typically Monday through Friday during core business hours, and should be an 8-hour shift, plus any applicable lunch break. From time to time, employee may be required to work different hours to accommodate TRACE member companies located in different time zones.
- The position is eligible for in office, hybrid, or fully remote (in approved U.S. states) work.
- Annual salary range (based on experience & location) : $45,000 - $56,000 (eligible for annual discretionary bonus, too)
- Eligible for TRACE benefits, including PTO and paid holidays, medical, dental, vision insurance (currently offered via Carefirst; TRACE subsidizes the cost of medical coverage for employees and dependents); HSA, FSA, 401K plan with 3% safe harbor contribution plus match payment of 50% up to 6% (so max contribution of 3%) to eligible employees; charitable contribution match program, wellness program, etc.
Description of Duties:
- Serve as the primary point of contact for assigned member accounts (primarily Spanish-speaking member companies)
- Manage day-to-day member inquiries and administrative requests; independently troubleshoot/triage issues; and proactively communicate with and follow-up with members via phone and email
- Work across departments to address and resolve the needs and requests of members
- Provide timely and accurate information regarding member benefits and services
- Thoroughly document all member related communications and interactions in HubSpot, TRACE’s customer relationship management (CRM) system.
- Schedule and conduct new member onboarding calls and follow up demonstrations and calls as needed
- Regularly check in with members by phone and email to ensure they are fully leveraging their membership benefits
- Become a trusted advisor to members by developing an understanding of their business and how TRACE products can best be deployed to address their compliance needs
- Assist with membership renewal efforts, including pre-renewal outreach and assisting Accounting Department with collecting membership payments
- Identify high risk accounts and work with Senior Management to improve membership retention
- Prepare membership data reports for senior management
- Maintain familiarity of relevant technology, industry trends and regional regulatory and enforcement developments
- Assist TRACE with Spanish support/translations/review
- Perform other related duties as required by management
Candidate Requirements:
- FLUENT in Spanish and English (speaking, reading, writing) – We will be assessing your skills with a native Spanish speaker.
- Preferred fluency / advanced language skills in Portuguese or French
- Bachelor’s degree from an accredited college or university or equivalent relevant work experience
- At least 2+ years of office-based customer service experience (preferably account management / membership association experience)
- Excellent communication skills
- Ability to work effectively independently in a fast-paced environment
- Detail-oriented and capable of effectively prioritizing multiple tasks
- Experience with MS Office Suite, HubSpot (or equivalent CRM), Zoom (or equivalent platform)
- Must be authorized to work in the U.S.
TRACE International, Inc. does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, age, sex, national origin, ancestry, citizenship status, physical or mental disability, genetic information or other medical condition as defined by applicable law, military status or veterans’ status, sexual orientation, gender, gender identity/expression (including transgender status), marital status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state and local laws and ordinances.
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