Job Description
Job Title: Senior Representative, Member Inquiry & Resolution Services (MIRS)
Department: Member Inquiry & Resolution Services
Location: New York
Reports to: Manager, Member Inquiry & Resolution Services
Direct Reports: None
Job Overview:
Work with team members, Manager, and Senior Manager to resolve complex membership issues using ASCAP's proprietary online account management system. Liaise with Business and Legal Affairs on deceased matters and settlement research along with Distribution and Repertory to address members' concerns in various ASCAP operational areas (e.g., Repertory, Royalty, Distribution, Quality Assurance and Membership), as well as an independent contributor to address member concerns and claims directly.
Areas of responsibility/accountability:
Member Inquiry Resolution:
• Provide customer service to ASCAP's members via email, ASCAP's proprietary online account management system, and phone (as appropriate).
• Effectively communicate within and outside of the organization to resolve member issues and answer complex and research related questions.
• Handle internal communication to resolve issues to completion seamlessly without handoffs known to member.
• Resolve and track inquiries and other types of incoming requests that need in-depth research or response arising from members and/or their representatives regarding: (1) performance crediting; (2) repertory; (3) royalty distribution, overpayment recoupments; and (4) general membership concerns.
• Process assignments to corporations, publisher name changes, irrevocable and revocable royalty assignments.
• Escalate and resolve high priority member issues effectively utilizing expert knowledge of ASCAP's business along with strong communication with other departments within ASCAP. Use sound judgment to determine if high profile claims need to be escalated.
Expert Member Service Projects:
• Research and implement deceased matters, resigned member payments and resignations.
• Utilize Salesforce to manage and document all transactions.
• Special projects and tasks as assigned by head of the Department and other senior staff members to resolve high value/impact issues.
Distribution Support:
• Participate in regular review activities at critical checkpoints in the distribution processes.
Other responsibilities and tasks may be changed or assigned as required based on business and department need.
Qualifications and Requirements:
• Bachelor's degree in Music Industry Studies, Business, or work experience equivalent.
• Customer Service Experience
• Excellent administrative, written and verbal communication skills.
• The ability to communicate complex issues clearly and simply.
• Skilled at handling multiple tasks or projects simultaneously.
• Self-motivated and organized to ensure internal and external responsiveness.
• Effective and creative problem solver.
• Advanced knowledge ASCAP's processes and procedures
• Must be able to work independently and with a team to meet position, department, and company goals
• Ability and willingness to prioritize, adapt, and shift focus based on urgency of requests and change to Department goals
ASCAP is an equal opportunity employer. All ASCAP employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws.
Jobcode: Reference SBJ-gqn749-44-204-99-5-42 in your application.