Senior Member Services Coordinator

About Food Bank For New York City

At Food Bank For New York City, our greatest asset is our people. Our dedicated team, known proudly as “Food Bankers,” represents a diverse community united by a shared mission: To empower every New Yorker to achieve food security for good. We’re a collaborative, driven, and passionate team dedicated to social impact. If you’re energized by purpose-driven work and a values-led culture, we’d love to meet you.

Position Summary

The Senior Member Services Coordinator is a vital member of the team and is responsible for assuring superior customer service to all Food Bank For New York City’s member network and ensuring the efficient functioning of the Member Services Department. This position encompasses diverse administrative tasks, project management, and data analysis requiring independent problem-solving skills. The ideal candidate will serve as one of the primary points of contact for Food Bank’s Member Network, contributing significantly to maintaining our professional image and esteemed reputation.

Job Duties And Responsibilities

• Lead specific projects including but not limited to Administrative tasks, Data Analysis, and Masterclass coordination.
• Serve as the primary customer service point of contact for members on the Call Center and Help Desk. Directing member questions/issues to the appropriate Food Bank staff/departments.
• Act as liaison between Food Bank and its network of member agencies and potential new agencies by assisting with general questions, requests, fielding/responding to phone calls, emails, and additional communication.
• Coordinate with every department within the organization to pull specific agency lists as needed.
• Maintain accurate files and reports according to established procedures.
• Maintain a high level of organization on databases and reports are organized.
• Manages the monthly Member Services training calendar.
• Organize and create mailing/email communications.
• Maintain database of Food Bank’s network and promptly record all additions, changes, and agency inactivations.
• Maintain and update Food Bank’s network’s days and hours of operation and distribution frequency.
• Manage Food Bank’s annual Capacity Assessment survey that goes to the member network and ensure 100% completion and data analysis.
• Verify the Employer Identification Number (EIN) /501c3 status of the member network on an annual basis.
• Prepare dataset for quarterly Borough Chats.
• Support the Member Services Manager with annual audits.
• Organize and build reports on monthly People Served/Visits Statistics. Provide trends and insights.
• Troubleshoot and support Food Bank members with the Online Ordering System and FeedNYC platform.
• Coordinate preparation for meetings with internal and external stakeholders as needed. Includes but not limited to the Masterclass Sessions.
• Provide administrative support to grant applications and scoring sessions.
• Perform other member-related duties and administrative tasks as required.

Qualifications And Experience

• Bachelor’s degree or equivalent combination of education, training, and/or experience.
• Strong customer service background and demonstrated ability to ensure consistent, professional, and courteous correspondence at all times with Food Bank For New York City member agencies.
• Understanding of food insecurity or other social areas in New York City.
• Strong knowledge of Microsoft 365, Microsoft Office suite, including Microsoft Excel, Word, and PowerPoint.
• Excellent writing and communication skills.
• Highly motivated, self-starter with ability to work independently, prioritize, and multi-task.
• Exceptional organizational and time management skills, keen attention to detail.
• Excellent data-entry skills and troubleshooting abilities.
• Commitment to service with an ability to problem-solve.
• Ability to work independently remotely while also collaborating with a team and maintaining professional connections.
• Ability to operate with purpose, urgency, and accuracy in a fast-paced deadline driven environment.
• Bilingual English/Spanish preferred.

Working Conditions / Additional Information

• Hybrid role.
• Occasional travel to events throughout the five boroughs.

Featured Benefits

• Competitive Health Benefit Package (Medical, Dental & Vision).
• 403(b) Retirement Plan with company match.
• Generous paid time off (PTO, Holidays, Birthday Off, Volunteer Time, 4-Day Work Weeks during the Summer & more!).
• Paid Parental Leave.
• Flexible Spending Accounts (FSA), Dependent Care Accounts (DCA) & Commuter Reimbursement Accounts (CRA).
• Learning & Development Opportunities (Robust LinkedIn Learning library, Lunch & Learn Sessions, internal employee development & more).
• EAP, wellness and mental health resources.
• Discounted staff perks (e.g., movie tickets, gym memberships, travel).

People-First Culture

At Food Bank for New York City, we pride ourselves on having a People-First Culture; our people are our greatest strength. In addition to our benefits, we offer employee engagement opportunities such as our culture committee, annual organization celebrations, and more!

Key skills/competency

• Customer Service
• Data Analysis
• Project Management
• Administrative Support
• Microsoft 365
• Database Management
• Communication Skills
• Organizational Skills
• Problem-Solving
• Non-profit Operations