Member Relations Specialist

• Achieve an 85% successful billing rate for all active members.
• Ensure a 90% collection rate for the Defaulter 1 category.
• Achieve Net Member Movement (NMM) targets.
• Maintain member attrition rate below 3%.

• Conduct follow-ups with defaulters via call, WhatsApp, and email by the 3rd and 9th of each month.
• Perform 14-day and 30-day service calls to active and new join members (NJMs).
• Review NJM membership forms for accuracy and compliance.
• Manage cancellation and freeze requests in line with SOPs.

• Ensure 100% first-billing success for NJMs via Auto Debit or a valid FOP.
• Update FOPs for debtor accounts and during counter collection for failed auto debit cases.

• Achieve target OSAT scores (Overall Satisfaction) measured by Medallia.
• Ensure 80% of existing and 100% of new members download and use the AF App.
• Encourage NJMs to utilize the 60-day training package on the AF App.

• Maintain 100% usage of the Membr system for all member records.
• Verify and update NJM profiles with accurate email addresses, phone numbers, and photos.
• Upload relevant documents and assign trainers to NJMs in the system.

• NMM Achievement
• Billing & Collection Success
• OSAT Score
• Service Call Completion
• App Download & Usage
• Data Accuracy in Membr

• Minimum GCE ‘O’ Level or equivalent; diploma preferred
• Prior experience in customer service, billing, or admin support roles
• Strong verbal and written communication skills
• Proficient in MS Office, CRM tools, and digital communication platforms
• Ability to multitask, stay organized, and meet monthly deadlines
• Comfortable with data entry and accuracy in system updates

• A detail-oriented communicator who thrives in member-facing roles
• A proactive problem-solver who ensures smooth billing and resolution follow-ups
• A service champion who goes the extra mile to retain members and improve satisfaction
• A tech-savvy team player who ensures system accuracy and app engagement

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