POSITION SUMMARY:

Oversee the administration of the admissions requirements, ensuring a high level of quality customer service, compliance with regulations, procedures and policies, and efficient processes, in a cooperative customer service oriented team environment. Manage admissions staff. Increase number of designated members. Recruit into membership qualified prospects that contact manager's staff.

REPORTING STRUCTURE:

Director, Admissions and Member Services

ESSENTIAL DUTIES:

1. Work cooperatively in a team environment with other employees in the course of daily activities.
2. Communicate with associate members and volunteer designated members verbally and in writing regarding unique situations, multiple associate member paths, path requirements and eligibility requirements.
3. Maintain knowledge of current and historical admission requirements.
4. Ensure that area meets customer service expectations, by monitoring phones, response times, accuracy of responses, etc.
5. Direct and Supervise Counselor, Specialist and Administrative staff.
6. Communicate all information to Counselors regarding special promotions and events so that they may communicate it to customers.
7. Coordinate workflow to ensure timely implementation of policies and procedures developed by the ADQC and Demo, Experience and Comp Panels.
8. Identify the development needs of staff. Coach, mentor, motivate or otherwise help staff to improve their knowledge or skills. Foster employee empowerment in the delivery of customer service.
9. Verify accuracy of staff reports and ensure adherence to department guidelines and standards.
10. Participate in the development and implementation of department programs, systems procedures and methods of operations, including computer-based systems to enhance efficiency and effectiveness of admissions program.
11. Oversee the maintenance and update of all admissions policy and procedure manuals.
12. Work with Director to draft budget for respective areas.
13. Respond to correspondence.
14. Closely monitor workflow and assign tasks accordingly.
15. Coordinate and interact with other departments, Managers and Senior Staff.

1. Direct liaison to the Admissions and Designation Qualification Committee (ADQC). Works closely with ADQC to determine and enhance the value of the Appraisal Institute designations as well as to define and regulate the designation requirements.
2. Act as primary staff liaison to the Admissions and Designation Qualification Committee (ADQC) by working closely with the Chair and the members of the Committee to ensure committee's progress on operating plan.
3. Travel to national committee meetings required.
4. Draft the annual committee plan including a timeline for committee tasks to be completed and scheduling meetings and conference calls to accomplish the work of the committee.
5. Create the same for panels, project teams and work groups that report to the committee.
6. Develop a relationship of trust and respect with the committee chair ensuring that the Chair understands how the Plan-Scan-Monitor-Adjust process works and understands the committee's duties, responsibilities, charter and assignments from the Board.
7. Draft Request For Proposals (RFPs) when necessary and work closely with and guide consultants when appropriate including interviewing or serve on interview work groups when hiring a consultant.
8. Collectively share information among liaison colleagues, procure resources from other staff in other departments, conduct research/scan and present findings, and oversee the implementation (process & progress) of strategic plan and operating plan outcomes.
9. Maintain knowledge of the Appraisal Institute's mission and goals and incorporate the scan, plan, monitor and adjust process, relating it to the work of the ADQC.
10. Stay current on the purpose and general content of all Appraisal Institute projects and programs by communicating with all other staff liaisons.
11. Work closely with all other staff liaisons to ensure that all projects are aligned with the Appraisal Institute's goals and mission.
12. Gather, coordinate and arrange research/data and present the information to the ADQC to aid them in their decision making process.
13. Coordinate work flow to ensure timely implementation of policies and procedures developed by ADQC.
14. Monitor and report to ADQC the status and progress of all Admission Panels that report to ADQC.
15. Implement the ADQC policy changes.

JOB QUALIFICATION REQUIREMENTS:

• Bachelor's Degree in business administration or management or a major that requires development of analytical and communication skills
• Strong supervisory and staff management skills
• Ability to analyze complex situations and apply appropriate regulations, policies, and procedures
• Excellent oral and written communication skills
• Empathy and understanding for members experiencing difficulty in completing designation requirements
• Ability to work independently and take responsibility for performing duties
• Interpersonal skills to effectively interact and communicate with associate members, member prospects, member volunteers, and staff
• Ability to effectively manage and motivate staff to work as a team and successfully achieve departmental goals
• Good organizational skills to handle multiple assignments with established priorities to meet goals of department
• Ability to take initiative in problem solving
• Must be technologically advanced

KNOWLEDGE THAT WILL BE REQUIRED:

• Current admissions requirements as reflected in Bylaws, Regulations, and policies, including but not limited to education, experience, demonstration appraisal report, comprehensive examination, and good moral character
• Historical admissions requirements still applicable to associate members
• Admissions procedures as reflected in Regulations, policies, and procedures
• Federal and state appraiser regulatory structure
• Appraiser qualifications criteria established by the Appraiser Qualifications Board of The Appraisal Foundation
• Understanding of legal issues relating to designation requirements and processes
• Customer service principles and techniques
• Membership benefits for affiliate, associate, and designated members<
• Technology to enhance customer service and efficiency of admissions process
• Appraisal Institute operations, practices, policies and mission

EXPERIENCE:

• 3-5 years work experience in association and/or service oriented environment
• 3-5 years experience managing personnel

PHYSICAL AND VISUAL ACTIVITIES:

Sitting, kneeling, crouching, talking, hearing, carrying, stooping, reaching, fingering, handling, visual acuity-near, color vision.

PHYSICAL DEMANDS:

No significant demand associated with this job.

ENVIRONMENTAL/ATMOSPHERIC CONDITIONS:

Usual office environmental conditions.

MACHINE, TOOLS, EQUIPMENT (OFFICE AND INDUSTRIAL), SOFTWARE:

General office equipment

To apply for this position, please submit cover letter, resume, and salary requirements to hreduc@appraisalinstitute.org or via fax at (312) 335-4118.