Member Inquiry & Resolution Services Representative
ASCAP
New York, NYThis was removed by the employer on 10/22/2019 1:13:00 PM PST
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Full Time Job
Job Description
Job Description
The Member Inquiry & Resolution Services (MIRS) Representative is part of a team that works to resolve membership issues using ASCAP enterprise systems, such as our Performing Rights Enterprise Program (known as PREP).
The MIRS Representative will work with other departments, including Business & Legal Affairs and Distribution (on deceased matters) and Distribution & Repertory to address member concerns in various ASCAP operational areas (e.g., Repertory, Royalty, Distribution, Quality Assurance, and Membership).
Along with these more collaborative efforts, the MIRS Representative will also be expected to work independently and address member concerns and claims directly.
Responsibilities
Member Service Resolution
• Provide service to ASCAP's members via email and ASCAP's proprietary online account management system, Salesforce Membership
• Effectively communicate within and outside of the organization to resolve member issues and answer routine 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 require in-depth research or response arising from members and/or their representatives regarding: (1) performance crediting; (2) repertory; (3) royalty distribution, overpayment recoupments; (4) international collection and distribution; and (5) general membership concerns
• Create and maintain assignments to corporations, trusts, revocable and irrevocable, third party payments, writer and publisher name changes and publisher modifications
• Escalate and resolve high priority member issues effectively utilizing knowledge of ASCAP's business along with strong communication with other departments within ASCAP
• Use discernment to determine if high profile claims need to be escalated
Member Service Projects
• Research, implement and provide fundamental verbal component, via direct phone contact, in deceased matters
• 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, such as 3Qtr Comparisons
Qualifications
• Bachelor's degree in Music Industry Studies, Business or work experience equivalent
• Excellent administrative and written and verbal communication skills
• Ability to clearly and simply communicate complex issues
• Skilled at prioritizing multiple tasks and projects simultaneously
• Self-motivated and organized to ensure internal and external responsiveness
• Effective and creative problem solver
• Ability to quickly learn and understand ASCAP's processes and procedures (existing knowledge is a plus)
• Must be able to work independently and with a team to meet position, department and company 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