Job Description

Job Location: Crossroads Metro Office - Crown Point, IN 46307
Position Type: Full Time
Salary Range: $20.00 Hourly

 Love bringing order to the details and leading people well? The YMCA is looking for a Support Services Manager to guide billing and collections processes while developing a strong, service-driven team.  If you’re organized, people-focused, and ready to lead with heart, apply now!

POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility.  The Support Services Manager will be primarily responsible for collecting membership and program drafts for all locations and managing the Support Services team.
ESSENTIAL FUNCTIONS:
- Support Association operations by establishing, maintaining, and continuously improving collections-related processes and procedures that support Membership, Programs, and other operational areas.
- Recruit, hire, onboard, train, and develop support services team to ensure consistent performance and service excellence.
- Provide ongoing coaching, performance feedback, evaluations, and corrective action in alignment with YMCA policies and values.
- Coordinate team schedules and oversee timekeeping and payroll-related processes to ensure accuracy and compliance.
- Model relationship-building behaviors in all interactions by practicing the YMCA’s Listen First approach.
- Respond to internal and external inquiries or concerns in a timely, professional, and solutions-focused manner.
- Oversee and perform collections activities related to credit card and electronic funds transfer (EFT) returns.
- Review account activity to ensure appropriate processing of annual membership renewals and resolution or removal of balances when applicable.
- Manage return disputes, including credit card chargebacks, in accordance with financial controls and established procedures.
- Maintain accurate data entry and system setup for program and membership registration cycles as needed.
- Support YMCA fundraising initiatives and special events as assigned.
- Perform other duties as assigned that are reasonably related to the scope of the position.
QUALIFICATIONS:
- High school diploma or equivalent required; associate degree or higher preferred.
- Two years of previous experience in accounts receivable, billing or collections.
- Minimum of two years experience leading a team and managing people.
- Strong communication, conflict resolution, and problem-solving skills.
- Ability to lead by example and foster a positive, high-performing team environment.
- Passion for delivering outstanding service and building relationships.
- Familiarity with YMCA programs and services is a plus.
- Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
- Adept computer skills with CRM experience.
- Desire and ability to work with people of all ages and backgrounds.
YMCA COMPETENCIES (Team Leader):
The National YMCA Mission:
“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”
Caring: Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.
Honesty: Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.
Respect: Creates a respectful team culture. Resolves conflict with fairness and professionalism
Responsibility: Holds self and team accountable for goals. Provides feedback and supports growth.

WORK ENVIRONMENT & PHYSICAL DEMANDS:
- Ability to perform essential job functions using standard office equipment, including computers, phones, and smart devices, for extended periods of time, with or without reasonable accommodation.
- Ability to communicate effectively and professionally through visual, auditory, and verbal means.
- Ability to maintain focus, exercise sound judgment, and demonstrate initiative in a dynamic, service-oriented environment.
- Ability to remain seated for extended periods while performing job duties
- Ability to present oneself in a neat, professional, and respectful manner consistent with YMCA values and workplace expectations.