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About SoundExchange

Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator‐focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital performance royalties – more than $11 billion – on behalf of over 700,000 creators and rights owners. 

Title: Specialist, Letters of Direction (LODs)
Department: Customer Services
Job Location: Washington, DC (hybrid) (on-site two days a week)
Reports To: Manager, Letters of Direction (LODs)
Supervisory Role: No
FLSA Status: Non-Exempt

Position Summary:

The Specialist, LODs, as part of the LOD team in the Customer Services Department, processes incoming Letters of Direction (LOD) submissions by creating associations between artist and LOD recipient payee accounts and associating royalty items at the indicated percentage(s) and effective date(s) within the LOD. The LOD Specialist is also responsible for processing Default Allocation applications. They are therefore expected to provide excellent customer service to their artist and LOD recipient clients when conducting whatever outreach may be required via both phone and email. The Specialist, LODs is expected to accomplish these duties in an efficient and accurate manner to provide clients with timely service and maximized pay-through rates.

Essential Functions:

  • Evaluate and process new LOD submissions by creating or modifying existing accounts, applying associations between artist and LOD recipient payees, and associating royalty items at the proper percentage(s) and      effective date(s);
  • Modify and/or remove existing LOD associations as requested by Artist or LOD recipient payees;
  • Evaluate and process Default Allocation applications;
  • Provide excellent customer service via email and phone;
  • Be able to meet or surpass minimum quality and quantity standards;
  • Conduct outreach regarding document completion, LOD clarification, and Default Allocation application to clients (as needed);
  • Assist with Support team calls and/or inquiry overflow (as needed);
  • Assist Account Management team with new payee registrations (as needed);
  • Assist with training new team members (as needed);
  • Serve as liaison between LOD team and other teams at SoundExchange (including Industry Relations, Research, Performer Lineups, and Legal) with LOD questions from them or from external clients (as needed);
  • Work on special projects (as needed).

Required Knowledge, Skills, Abilities (KSAs):

  • Computer skills: MS Excel, Outlook, internet research
  • Salesforce and/or database experience is a plus;
  • Proficiency working with large data sets;
  • Excellent written and oral communication skills;
  • Detail-oriented, able to work independently and report progress under tight deadlines;
  • LOD familiarity preferred.
  • Customer Service experience and/or knowledge of music genres is a plus.

Required Education, Certifications/ Licenses, Related Experience:

  • Post-secondary education or certification is a plus

ADA Specifications:

  • This position requires the ability to remain in a stationary position all of the time
  • The person in this position may need to move about the corporate office less than half the time
  • This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
  • This position requires the ability to spend all of the time viewing computer monitors

Travel Requirements:

  • This position has less than 25% travel. 

 

PAY RANGE: $24.51 - $28.84 / HOUR

Note:

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

DEI Statement:

At SoundExchange, we empower creators and help share the future of music. One way we do this is by respecting our team members' diverse voices, varied perspectives, and distinct backgrounds. We are intentional in creating an inclusive culture where we recognize that equity is greater than equality and all employees have the opportunities and support needed to thrive. We strive to create teams that reflect the music community we serve – every individual’s unique attributes and abilities are valued and are part of how we innovate, create, and deliver experiences to the creators we champion.

Accommodations:

SoundExchange is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the SoundExchange Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis.  If you need an accommodation, please email [email protected].