Member Engagement Specialist

65 - Member Experience · Reston, Virginia
Department 65 - Member Experience
Employment Type FT- Exempt
Minimum Experience Experienced


The Financial Services Information Sharing and Analysis Center (FS-ISAC) was created by and for members and operates as a member-owned non-profit entity. FS-ISAC provides vital information to the financial services sector to assist financial firms in protecting their critical infrastructure assets and confidential information.



The Member Engagement Specialist serves as a main point of contact for existing FS-ISAC members and is responsible for managing their assigned accounts.  This role is in charge of building long-term relationships with their members, along with ensuring accurate account data (including firm information and key contacts) is housed in Salesforce. They will connect users at their accounts with the most relevant benefits and assist them in utilizing our platforms. Member Engagement Specialists must be proactive in their approach to forming and maintaining relationships and are assessed against member engagement and retention.



  • Serves as the point of contact for assigned members, including developing and maintaining long-term relationships with POC’s of member accounts, identify all key contacts at the account.
  • Communicates critical membership information to members, including new benefits, upcoming events and any changes in membership dues or operating rules.
  • Completes regular member touchpoints including mid-point check-ins and renewal outreach.
  • Collaborates with finance team to ensure timely payments and coordinate suspension of past due accounts.
  • Communicates member needs and demands to FS-ISAC, including escalation as appropriate.
  • Tracks member account metrics in Salesforce.
  • Identifies opportunities to grow business with existing members
  • Owns member data in Salesforce; responsible for checking accuracy and completing all fields




  • Interpersonal skills - Effectively interacts with individuals with variety of backgrounds and
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets
  • Organizational Support - Follows established policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
  • Planning and Organizing - Prioritizes tasks and activities effectively; handles multiple tasks simultaneously; ability to plan, coordinate and implement meetings, web programs and conference
  • Problem Solving - Independently identifies potential problems in member services process; effectively communicates issues to team; offers problem solving input.
  • Professionalism – Is self-motivated; responsible and disciplined; works as part of a
  • Quality Management - Is detail-oriented; consistently turns in high-quality work without close
  • Written Communication - Writes clearly and informatively; able to read and interpret written




  • Bachelors’ degree or equivalent combination of education and experience
  • Minimum of four years of relevant experience
  • Experience in the association environment is highly desired
  • Experience in Salesforce Lightning preferred
  • Experience working in Office 365, SharePoint, virtual meetings platforms




This position will consider remote candidates but Reston, VA is preferred. Regardless of work location, the position requires a professional work environment and candidate must be able to meet the physical demands associated with the professional environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


FS-ISAC has reviewed this position description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

All employees must be authorized to work in the United States or in the country in which they are based. FS-ISAC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, FS-ISAC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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  • Location
    Reston, Virginia
  • Department
    65 - Member Experience
  • Employment Type
    FT- Exempt
  • Minimum Experience