About the role
Position Summary
The Membership Services Representative supports the full membership lifecycle, including renewals, onboarding, data maintenance, and member inquiries. This role delivers timely, professional service across all communication channels, ensuring members receive accurate information and a positive experience. The position maintains data integrity, assists with system updates and workflow improvements, and collaborates with internal teams to ensure smooth operations. Additionally, the role contributes to member retention efforts, special projects, and organizational initiatives that strengthen overall membership engagement and service quality.
Location
66 Slater Street, Suite 1200 Ottawa, ON
Languages
The CBA delivers services in both of Canada’s official languages. Fluent bilingual skills, both written and oral, are mandatory.
Annual Salary
$ 32.92/hour
Responsibilities
- Administer the full membership renewal program, including preparation, processing, and delivery of renewal invoices, payment reminders, and renewal confirmations.
- Coordinate the distribution of welcome packages and onboarding materials for new and returning members, ensuring a smooth and positive membership experience.
- Monitor renewal activity, identify pending or incomplete renewals, and conduct timely follow-up to support member retention.
- Deliver high-quality client service by responding to inquiries regarding membership status, benefits, services, fee categories, account issues, and payment options through email, phone, and other communication channels.
- Resolve member concerns with professionalism, accuracy, and a solutions-oriented approach, escalating complex cases when needed.
- Provide tailored guidance to members on navigating their membership benefits, online tools, and available resources.
- Update and maintain accurate member profiles, ensuring all financial, demographic, and status-related information is complete and compliant with data governance protocols.
- Conduct regular data reviews and quality checks to maintain the integrity of the membership database.
- Assist with testing new workflows, database updates, or digital tools impacting membership operations.
- Maintain a working knowledge of membership systems and technologies to maximize productivity and improve member experience.
- Support fellow Membership Service Representatives by sharing knowledge, assisting with workflow distribution, and collaborating on resolution of member issues.
- Work closely with other internal departments (such as Finance, IT, and Branch staff) to ensure coordinated and seamless service delivery.
- Participate in team meetings, training sessions, and cross-functional discussions to support continuous improvement and organizational initiatives.
- Engage with members of the legal profession and the public through professional, courteous, and timely communication.
- Provide guidance and information related to membership offerings, eligibility, renewal processes, events, and services to support member engagement and retention.
- Assist with operational tasks such as documentation, filing, preparing materials, and maintaining membership-related records and resources.
- Support special projects, membership campaigns, and organizational initiatives as assigned by the Senior Manager, Membership Services and the Team Lead.
- Perform other related duties as required to support the Membership team and organizational objectives.
Qualifications
Education
- Completion of secondary school or equivalent.
Experience
- Familiarity with customer service best practices.
- Minimum of two years experiences working in customer support in a similar role.
- Three years of experience working with a member/customer database, preferably working with iMIS.
- Ability to manage multiple tasks concurrently in a fast-paced environment
Skills and Abilities
- Understanding of data integrity principles, privacy considerations, and adherence to organizational protocols and procedures.
- Demonstrates professionalism, reliability, and a positive attitude, with a willingness to learn and adapt to evolving responsibilities within the scope of the role.
- Flexible and adaptable, able to adjust workflow or approach in response to changing priorities or operational needs.
Interested applicants must submit a cover letter and resume.
We sincerely thank all applicants for their interest; however, we will only contact those under consideration. All applicants are encouraged to join theCBA Talent Communitywhich establishes a list that may be considered for similar positions of various tenures.
The CBA is committed to the principles of equity, diversity, and inclusion in its learning, work environments, and in its operations. We encourage applications from traditionally marginalized groups. We believe in and promote the rights of all persons with disabilities as outlined in the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA 2005) and its related Accessibility Standards Regulations. To meet this obligation, the CBA will make appropriate accommodations available upon request. Please inform the CBA, in advance, of the need for accommodation(s) during the recruitment and selection process to ensure your equal participation. Requests can be made by email to hr (@) cba.org
No Agency, please.
About Canadian Bar Association
The CBA is a professional organization that provides educational and networking opportunities for lawyers. Representing more than 36,000 lawyers, judges, notaries, law teachers, and law students from across Canada, the CBA is committed to enhancing the professional and commercial interests of a diverse membership and to protecting the independence of the judiciary and the Bar.
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About the role
Position Summary
The Membership Services Representative supports the full membership lifecycle, including renewals, onboarding, data maintenance, and member inquiries. This role delivers timely, professional service across all communication channels, ensuring members receive accurate information and a positive experience. The position maintains data integrity, assists with system updates and workflow improvements, and collaborates with internal teams to ensure smooth operations. Additionally, the role contributes to member retention efforts, special projects, and organizational initiatives that strengthen overall membership engagement and service quality.
Location
66 Slater Street, Suite 1200 Ottawa, ON
Languages
The CBA delivers services in both of Canada’s official languages. Fluent bilingual skills, both written and oral, are mandatory.
Annual Salary
$ 32.92/hour
Responsibilities
- Administer the full membership renewal program, including preparation, processing, and delivery of renewal invoices, payment reminders, and renewal confirmations.
- Coordinate the distribution of welcome packages and onboarding materials for new and returning members, ensuring a smooth and positive membership experience.
- Monitor renewal activity, identify pending or incomplete renewals, and conduct timely follow-up to support member retention.
- Deliver high-quality client service by responding to inquiries regarding membership status, benefits, services, fee categories, account issues, and payment options through email, phone, and other communication channels.
- Resolve member concerns with professionalism, accuracy, and a solutions-oriented approach, escalating complex cases when needed.
- Provide tailored guidance to members on navigating their membership benefits, online tools, and available resources.
- Update and maintain accurate member profiles, ensuring all financial, demographic, and status-related information is complete and compliant with data governance protocols.
- Conduct regular data reviews and quality checks to maintain the integrity of the membership database.
- Assist with testing new workflows, database updates, or digital tools impacting membership operations.
- Maintain a working knowledge of membership systems and technologies to maximize productivity and improve member experience.
- Support fellow Membership Service Representatives by sharing knowledge, assisting with workflow distribution, and collaborating on resolution of member issues.
- Work closely with other internal departments (such as Finance, IT, and Branch staff) to ensure coordinated and seamless service delivery.
- Participate in team meetings, training sessions, and cross-functional discussions to support continuous improvement and organizational initiatives.
- Engage with members of the legal profession and the public through professional, courteous, and timely communication.
- Provide guidance and information related to membership offerings, eligibility, renewal processes, events, and services to support member engagement and retention.
- Assist with operational tasks such as documentation, filing, preparing materials, and maintaining membership-related records and resources.
- Support special projects, membership campaigns, and organizational initiatives as assigned by the Senior Manager, Membership Services and the Team Lead.
- Perform other related duties as required to support the Membership team and organizational objectives.
Qualifications
Education
- Completion of secondary school or equivalent.
Experience
- Familiarity with customer service best practices.
- Minimum of two years experiences working in customer support in a similar role.
- Three years of experience working with a member/customer database, preferably working with iMIS.
- Ability to manage multiple tasks concurrently in a fast-paced environment
Skills and Abilities
- Understanding of data integrity principles, privacy considerations, and adherence to organizational protocols and procedures.
- Demonstrates professionalism, reliability, and a positive attitude, with a willingness to learn and adapt to evolving responsibilities within the scope of the role.
- Flexible and adaptable, able to adjust workflow or approach in response to changing priorities or operational needs.
Interested applicants must submit a cover letter and resume.
We sincerely thank all applicants for their interest; however, we will only contact those under consideration. All applicants are encouraged to join theCBA Talent Communitywhich establishes a list that may be considered for similar positions of various tenures.
The CBA is committed to the principles of equity, diversity, and inclusion in its learning, work environments, and in its operations. We encourage applications from traditionally marginalized groups. We believe in and promote the rights of all persons with disabilities as outlined in the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA 2005) and its related Accessibility Standards Regulations. To meet this obligation, the CBA will make appropriate accommodations available upon request. Please inform the CBA, in advance, of the need for accommodation(s) during the recruitment and selection process to ensure your equal participation. Requests can be made by email to hr (@) cba.org
No Agency, please.
About Canadian Bar Association
The CBA is a professional organization that provides educational and networking opportunities for lawyers. Representing more than 36,000 lawyers, judges, notaries, law teachers, and law students from across Canada, the CBA is committed to enhancing the professional and commercial interests of a diverse membership and to protecting the independence of the judiciary and the Bar.