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Position Summary

The Core Services Coordinator is responsible for the day-to-day operational delivery of the Association's front-line member services, ensuring every interaction with the Clientele is professional, welcoming, accurate, and efficient.

Serving as the Association's primary in-person point of contact, this position manages reception, office administration, and administrative support for the membership lifecycle while helping maintain the smooth daily operation of the Association.

Working closely with the Manager, Core Services, the Core Services Coordinator supports members through administration, operational compliance, lockbox services, interboard processing, and front-line member assistance while maintaining the professional appearance and functionality of the Association office.

This position plays an important role in delivering an exceptional member experience by ensuring the Association operates efficiently, members receive timely assistance, and daily operational services are delivered with accuracy, professionalism, and care.

Primary Areas of Responsibility

Reception & Member Experience

Serve as the first point of contact for members, brokerages, volunteers, visitors, and vendors while creating a welcoming, professional, and service-oriented environment.

Responsibilities include:

• Welcome all members and visitors in a professional and friendly manner.
• Answer incoming telephone calls and greet walk-in inquiries.
• Direct members to the appropriate staff member or resource.
• Respond to general member inquiries and provide accurate information regarding Association services.
• Maintain a clean, organized, and professional reception area.
• Ensure member-facing information, brochures, forms, and displays remain current and well stocked.
• Deliver exceptional customer service that reflects the Association's values and service standards.

Office Administration & Facilities Support

Support the daily operation of the Association office by coordinating routine administrative and office functions.

Responsibilities include:

• Receive all incoming mail, courier packages, and deliveries.
• Open and distribute incoming correspondence, except items clearly marked Private & Confidential.
• Coordinate outgoing mail and courier shipments.
• Receive, inspect, and distribute deliveries to appropriate staff.
• Maintain office supply inventory and coordinate replenishment.
• Assist with filing, scanning, copying, and document preparation.
• Maintain reception and common office areas in a professional and organized manner.
• Prepare meeting rooms for Association meetings, education sessions, committee meetings, and external rentals, including room setup, audiovisual equipment, refreshments where required, and post-meeting cleanup.
• Report maintenance, building, technology, or safety concerns to the Manager, Core Services.

Store Operations

Coordinate the day-to-day operation .

Responsibilities include:

• Process retail sales and member purchases.
• Receive and organize inventory.
• Maintain merchandise displays.
• Monitor inventory levels and recommend replenishment.
• Process front-counter payments and prepare daily transaction records for Accounting.
• Assist with promotional initiatives .

Operations & Member Support

Provide operational support while serving as the primary Tier 1 resource for members requiring assistance.

Responsibilities include:

• Provide Tier support to members.
• Assist members with listing input, corrections, and routine questions.
• Process interboard listing requests and reciprocal services.
• Complete routine administrative changes and data updates.
• Perform daily auditing activities in accordance with Rules and Association policies.
• Administer Fast Fines and routine Early Complaint Resolution (ECR) notifications.
• Monitor audit queues and identify listing discrepancies requiring follow-up.
• Escalate complex compliance or technical matters to the & Systems Integration Strategist.
• Maintain operational documentation related to administration.
• Identify recurring member questions or operational improvements for consideration.

Lockbox Administration

Coordinate the Association's Supra® Lockbox program.

Responsibilities include:

• Administer lockbox inventory.
• Coordinate lockbox distribution, exchanges, returns, and replacements.
• Provide member support regarding lockbox procedures.
• Troubleshoot routine lockbox issues.
• Maintain accurate inventory and tracking records.
• Escalate technical issues when appropriate.

Membership Administration Support

Provide operational support for the Association's membership lifecycle and ensure business continuity within the Core Services department.

Responsibilities include:

• Serve as backup for membership administration functions during peak periods or staff absences.
• Assist with processing new member applications, brokerage transfers, reinstatements, and terminations.
• Maintain accurate member records within Agentbook.
• Support administrative components of the Association's onboarding process.
• Assist with membership communications and documentation as assigned.
• Maintain confidentiality of all membership records.

Operational Excellence & Team Collaboration

Support continuous improvement initiatives and contribute to the efficient delivery of Core Services.

Responsibilities include:

• Collaborate with the Manager, Core Services & Systems Integration Strategist to improve workflows and operational efficiency.
• Contribute to the development and maintenance of operational procedures and documentation.
• Participate in cross-training initiatives to ensure business continuity.
• Maintain proficiency in Association systems including Agentbook, PropTx, Supra®, Matrix™, REALM™, and related technologies.
• Support departmental projects and strategic initiatives.
• Demonstrate professionalism, confidentiality, accountability, and teamwork in all interactions.
• Perform other duties consistent with the scope of the position as assigned.

Core Competencies

• Exceptional customer service
• Professional communication
• Strong organizational and time management skills
• Attention to detail and accuracy
• Technology aptitude
• Problem solving and sound judgment
• Adaptability and initiative
• Team collaboration
• Ability to prioritize competing demands
• Commitment to continuous improvement