The incumbent oversees the execution and continuous improvement of membership-related processes specific to MBA’s commercial/multifamily members, from new member onboarding to member request fulfillment to annual membership dues renewal. Working closely with MBA’s Commercial/Multifamily Policy & Member Engagement Group (“CMF Group”), s/he will also support both new and ongoing efforts to enhance the value delivered to all commercial/multifamily members, develop and maintain information regarding key roles and individuals within member companies, as well as to recruit new members. This includes engaging MBA’s Associate members (i.e., law firms, technology vendors, service providers, etc.) that operate in the commercial/multifamily space.
The incumbent will also work closely with MBA staff and members to support and/or lead broader membership initiatives, including expansion of MBA’s online member community platform, maintaining content on MBA’s member portal, reporting on and analyzing MBA member engagement data, and maintaining MBA’s Member Offering Reference Guides.
Manages/supervises the day-to-day activities of the Commercial/Multifamily Membership Team
Manages the annual CMF membership renewal process, including, tracking and reporting on outstanding renewals and personal outreach to CMF members regarding dues renewal; facilitates dues renewal information sharing with the CMF Group, and escalates outreach requests as necessary
Executes new member onboarding process, including electronic communications, webinars, virtual or in-person meetings
Working with the CMF Group, Connects new CMF members to resources at MBA, and tracks, monitors and reports on engagement follow-ups; facilitates transition of new member relationships to CMF Group when onboarding process has been completed
Collaborates with the CMF Group to identify under-engaged CMF members for targeted outreach, and works across MBA to develop, execute and monitor strategic engagement plans for those members
Supports the proactive new member recruitment efforts of the CMF Group, with regard to strategy development, execution and monitoring, as well as process support from initial outreach to application processing and onboarding.
Collaborates with the CMF Group and Assistant Director for Associate Membership to ensure that CMF Associate Members are taking full advantage of their membership benefits, as well as to identify and pursue opportunities for Associate membership upgrades
Facilitates and manages the use of MBA’s online community platform for MBA member sub-groups
Manages content updates on MBA’s external-facing member portal
Maintains MBA’s Member Offering Matrices and Reference Guides, which aim to capture and logically organize for member consumption all opportunities for engagement with MBA
Tracks, monitors and shares reports and ad-hoc analyses on member engagement activities, as captured via the Member Engagement Index (MEI) and other data sources; provides member data and information as requested
Monitors and captures changes in key member company leadership positions, tracks changes within the member database, and communicates those changes to internal stakeholders at MBA
Captures formal and informal engagement activities in MBA’s Customer Relationship Management (CRM) system, where possible
Working together with other MBA staff, develops and implements strategies and tools to educate key member company leaders and appropriate staff on the relevancy and value of MBA’s resources, including member engagement opportunities, educational products, research, conferences, etc.; ensures that these products and services are easily accessible
The ability to travel for MBA related business, up to 15% annually
College degree required, Master’s degree preferred, with emphasis on business, sales/marketing, or other job-related discipline
Minimum 5 years of government, association, or mortgage banking industry experience required
Minimum 2 years of successful supervision of personnel in a member relations or other customer-facing environment
Minimum 2 years of experience in commercial real estate finance field preferred.
Exceptional customer service and collaboration skills
Proven self-starter with the ability to carry out responsibilities independently and consistently within assigned parameters
Proficient in organizational, project and time management skills, with strong attention to detail
Must be a team player with demonstrated ability to collaborate and coordinate with both MBA staff and members at all levels across the organizational spectrum
Excellent communication and presentation skills, both written and oral
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
The Mortgage Bankers Association (MBA) is the national association representing the real estate finance industry, an industry that employs more than 280,000 people in virtually every community in the country. Headquartered in Washington, D.C., the association works to ensure the continued strength of the nation's residential and commercial real estate markets; to expand home ownership and extend a...ccess to affordable housing to all Americans. MBA promotes fair and ethical lending practices and fosters professional excellence among real estate finance employees through a wide range of educational programs and a variety of publications and conferences. Its membership of over 2,200 companies includes all elements of real estate finance: mortgage companies, mortgage brokers, commercial banks, thrifts, Wall Street conduits, life insurance companies and others in the mortgage lending field. For additional information, visit MBA's website: www.mba.org.