Specialist – Certifications Engagement

Specialist – Certifications Engagement

Requirements

• Bachelor’s degree in Marketing, Advertising, Communications, Business Management, or Psychology.
• 1-2 years of experience supporting certifications, training, education, or related fields.
• Experience working directly with customers/external stakeholders.
• Proven computer skills and database aptitude, including proficiency in Microsoft Office, customer relationship management databases, and learning management systems.
• Excellent verbal and written communication skills.
• Ability to assist in conducting market research, data analysis, and interpret customer behavior.
• Proficiency with email marketing platforms, social media channels, analytics dashboards, and learning management systems.
• Essential business and customer service skills required, including communicating via phone, Zoom, and email.
• Competence in reviewing reports and managing workload based on multiple priorities and deadlines.
• Excellent record-keeping and tracking of customer interactions through internal business processes.
• Familiarity with office procedures and practices.
• Ability to promptly identify and resolve problems.

Responsibilities

• Coordinate outreach efforts by handling inquiries and actively reaching out to prospects for certifications; forward leads to the sales team when appropriate.
• Assist with implementing outreach and communication strategies to retain certification holders during annual fee and CE cycles.
• Organize and facilitate informational webinars for new members, prospects, and large bank clients.
• Implement strategies to support ABA Certification presence on LinkedIn to include member engagement and certification prospect outreach.
• Under the guidance of managers and the General Counsel’s office, communicate with certification holders regarding improper use of credentials.
• Coordinate with the marketing team to ensure appropriate promotion of certification programs and recognition of holders at ABA events.
• Plan and execute certification anniversary promotions.
• Assist with implementing bundles promotion.
• Utilize Higher Logic for community engagement and promotion of certification exams.
• Gather information about competitors and certification holder feedback and collect testimonials as needed.
• Coordinate with exam staff and marketing to provide support and resources to candidates in the exam pipeline.
• Coordinate with marketing and certification team members as needed to assist with developing promotional opportunities via ABA’s Learning Management System (LMS), emails, social media channels, and web pages.
• Support the mentor program by coordinating activities and communications.
• Assist exam candidates and certification holders via phone, Zoom, email, and responses via the Salesforce Certifications queue; manage inquiries and escalations to other team members.
• Ensure the accuracy of records within ABA’s Learning Management System (LMS) and Customer Relationship Management (CRM) system.
• Maintain familiarity with the training offered by ABA to make recommendations for exam preparation and continuing education.
• Provide daily feedback to the manager and team, as appropriate, regarding customer service issues that must be resolved.
• Provide support to candidates who have questions about how to register and/or submit their applications as well as certification holders who have questions about annual fee payments and continuing education.

Preferred Qualifications

• Association support preferred.