Int'l Specialist, Member Inquiry & Resolution Services

Full Time Job
Job Description

Job Title: International Specialist, Member Inquiry & Resolution Services

Department: Member Inquiry & Resolution Services (MIRS)

Location: New York

Reports to: Manager, Member Inquiry & Resolution Services

Job Overview:

Work with team members, Manager, and Senior Management to resolve complex membership and society issues. Address member and partner society concerns in various ASCAP operational areas (e.g., Repertory, Royalty, Distribution, Quality Assurance and Membership), as well as be an independent contributor to address member concerns and claims directly.

Areas of responsibility/ accountability:

Inquiry Resolution:
• Provide customer service to ASCAP's members and affiliated foreign societies via email, ASCAP's proprietary online account management system, and by phone (as appropriate).
• Effectively communicate with internal and external ASCAP members to resolve member and society issues; research and answer complex questions in a timely manner.
• Communicate Internally to resolve matters to completion seamlessly without handoffs known to member or society.
• Document, track and resolve incoming inquiry requests that require in-depth research (1) performance crediting; (2) repertory; (3) royalty distribution, overpayment recoupments; and (4) various general concerns and/or questions. When applicable; act as liaison with societies on behalf of ASCAP and member to determine steps for resolution when additional information is required to process member claims.
• Identify, escalate, and resolve high priority member and society issues effectively while utilizing expert knowledge of ASCAP's business.
• Strong communication methods are a must while communicating within ASCAP departments. Ability to identify and utilize sound judgment to determine if high profile claims need to be escalated.

Expert Distribution Service Projects:
• Notify societies of upcoming debits.
• Process applications for Territorial Release.
• 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.
• Provide support to management for quarterly foreign outgoing and incoming review tasks and special projects as needed.
• 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 in a clear and concise manner.
• 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 as an independent contributor 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

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:
• A choice of either network only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
• Vision plan that offers both in and out- of network provider options
• Immediate eligibility for 401(k) participation with an employer provided match
• An additional Employer paid retirement savings program regardless of your participation in the 401(k) Plan
• Generous time-off policy
• Health care and dependent care flexible spending accounts
• Short term disability Insurance / salary continuation and Long term disability insurance
• Company provided basic life and accidental death and dismemberment insurance
• Supplemental and dependent life insurance options

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.