Registration Coordinator

About fmi*igf The Financial Management Institute of Canada (fmi*igf) has been providing professional development to the public sector since 1962. As a nationally recognized, not-for-profit volunteer association, fmi*igf offers national and regional learning events, cutting-edge online courses, along with a blog and webinars that focus on providing thought leadership and insights to the public sector financial management community. Our mission is to educate, inspire and empower. The Opportunity The Financial Management Institute (fmi*igf) has a fantastic career opportunity to develop capability in operations and registration support in a non-profit environment. The Registration Coordinator is the primary point of interface with government learning & development coordinators, engaging them to coordinate the registration of their staff to attend learning events put on by FMI.This core function role will be instrumental in ensuring smooth registration processes for events and projects while providing vital support for our Customer Relationship Management (CRM) activities. The Coordinator effectively acts as the concierge service provider for group learning client interactions. The ideal candidate will be a strong communicator, organized, energetic, proactive, and capable of engaging in the role with a solution-oriented approach during periods of heightened deadlines and months of additional emphasis to effectively deliver on key projects. Key Responsibilities: Registration Act as the main point of contact for registration sales and enquiries for both group and individual registrations, providing prompt and efficient support to clients. Take phone enquiries and monitor the registrar@fmi.ca email inbox on a regular basis and ensure timely response to incoming queries (within 24 hours). Maintain a high level of responsiveness and professionalism in all interactions as a critical client-facing representative of fmi*igf. Draft clear, concise, and professional responses to emails, providing accurate information and addressing any questions or concerns raised by the sender. Investigate and analyze incoming queries to identify the root cause of issues or concerns raised. Follow up as needed to provide updates on the status of their enquiries or to gather additional information required for resolution. Maintain comprehensive documentation of group registration activities, including records of invoices, payments, and client communications. Provide regular updates on the status of large group registrations and payment processing. Generate invoices for group registrations using the CRM system, ensuring accuracy in pricing and billing details. Collaborate closely with fmi*igf’s Finance department to validate payment details and ensure the swift processing of invoices, including diligent follow-up on outstanding payments to maintain timely transactions. Handle credit card payment transactions and process refunds or invoice cancellations as needed. Routinely generate registration activity reporting. CRM Support Execute data entry tasks within the CRM system, including updating member information, account details, unsubscribe request, deletion requests and other relevant data points. Generate reporting, ensuring the accuracy and integrity of data by conducting regular QA and audit assurances. Identify and resolve any discrepancies or inconsistencies in the CRM data, collaborating with the Manager, IT & CRM. Implement best practices for data management and CRM administration, under the guidance of the manager, IT & CRM. Assist in the development and documentation of standardized processes for CRM data management. Work closely with the Manager, IT & CRM to address any technical issues or system updates related to the CRM platform. Collaborate with other fmi*igf units, such as Marketing, to ensure alignment and consistency in CRM data usage. Issue CPD certificates as required. Provide support for FMI Regional Chapter events by pulling data lists and assisting with email scheduling as required. Please note other duties may be assigned as needed to meet the mandate and evolving needs of the organization. Qualifications: Strong alignment to fmi*igf’s values, engaging with collaborative spirit, results focus, innovation mindset, adaptable and with strong ethical orientation. Business Administration; and/or an acceptable combination of education and relevant experience. Minimum 2 years’ experience within a professional environment in administration, customer care or events. Excellent computer skills with high level of proficiency in Microsoft Office Suite applications and experience with contact/content management systems (CRM, Surveys, Event management/ Registration software). Project Management experience with strong organizational and problem-solving skills and exceptional ability to perform and prioritize multiple tasks seamlessly and with attention to detail and a commitment to accuracy in all aspects of engagements and issue resolution. Solution orientation with ability to conduct research and present data in a succinct and well-written manner; take ownership of requests; tailor solutions to the situation; be timely in follow-up; resourceful in info gathering and research. Organization and process management to prioritize activities based on criticality and urgency and follow a plan of action to ensure that work is completed efficiently; results-oriented mindset. Ability and willingness to work effectively as a team member in a remote work environment, with independence and professional discretion; focused, positive attitude, flexible, and proactive. Ability to learn and work with new and evolving technology (e.g., virtual event platforms). Strong customer service experience to provide consistent level of service and professional support to stakeholders. Knowledge of the Conference/Tradeshow Industry is an asset. Strong communication skills (written and verbal) in English, with capacity to communicate in French (written and verbal). Ability to travel in Canada (1-2 times a year). To Apply: Please submit your resume with a cover letter indicating why you are uniquely qualified for this position. We thank all candidates for their interest; however, only those selected for an interview will be contacted. fmi*igf is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We accommodate people with disabilities throughout the recruitment and selection process. Please indicate your need for accommodation in your application.