Analyst, Certification Operations

CFP BD OF STANDARD CTR FOR FINANCIAL PLANNING•Washington, DC

1d•Hybrid

About The Position

Under general supervision, the Analyst, Certification Operations supports administration of CFP Board’s certification requirements. The role processes certification matters, researches stakeholder inquiries, maintains accurate records, and prepares cases for management review. It helps ensure consistent application of policies and procedures, timely stakeholder support, and accurate reporting across the certification lifecycle. The position works across Certification Operations functions and collaborates with internal teams to resolve operational issues, support organizational initiatives, and improve processes and service delivery. It also supports the Manager, Certification Operations with department initiatives, projects, reporting, technology implementations, operational planning, and continuous improvement. This is a Shared Services position supporting both CFP Board’s 501(c)(3) and 501(c)(6) organizations. It is based in the Washington, D.C. office and follows a hybrid schedule that could be changed at any time. The salary range is $66,000 to $73,500. Employees are also eligible for incentive compensation based on completion of individual goals.

Requirements

2–4 years of experience supporting certification, credentialing, association management, professional licensing, customer operations, workforce development, or related operational environments.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Ability to collaborate effectively across cross-functional teams and build productive working relationships with stakeholders at all organizational levels.
Excellent written and verbal communication skills, strong business writing abilities, and attention to detail.
Ability to analyze operational data and identify process improvements.
Ability to interpret and consistently apply policies and procedures, exercise sound judgment, and clearly document findings.
Strong customer service focus and ability to resolve complex stakeholder issues.
Ability to manage competing priorities and changing business needs.

Nice To Haves

Bachelor’s degree in business, public administration, education, finance, or another related field.
Experience working with association management systems (AMS), CRM platforms, learning management systems (LMS), or similar enterprise applications.

Responsibilities

Review and process assigned certification matters, including reinstatements and routine certification maintenance requests; maintain related records and correspondence and gather information for management review when matters involve policy exceptions, appeals, or escalations.
Apply certification policies, requirements, and operational procedures consistently; document findings and prepare matters requiring decisions for management review.
Research and respond to assigned complex certification inquiries from CFP® professionals, candidates, employers, and other stakeholders; provide operational guidance and explain certification requirements, policies, and procedures.
Analyze certification operational data, processing trends, stakeholder feedback, and service metrics; prepare routine reports and summaries for management.
Identify recurring operational issues, processing trends, and opportunities to improve efficiency, consistency, transparency, scalability, and the stakeholder experience; recommend and help implement improvements.
Assist with testing and implementing updates to certification processes, workflows, systems, procedures, and technology.
Develop, maintain, and improve standard operating procedures, operational documentation, knowledge resources, templates, and training materials.
Collaborate with Standards & Competency, Experience Operations, Education Verification, Examination Registration, Certification Success, Information Technology, Legal, Marketing, and other teams to resolve operational issues and support organizational initiatives.
Participate in cross-training and provide operational support across Experience, Examination Registration, Education Verification, Certification Maintenance, and other Certification Operations areas as business needs require, particularly during peak periods or changing business needs.
Support complex case management by partnering with Certification Operations leadership and cross-functional stakeholders to resolve escalated certification issues requiring multidisciplinary review.
Deliver accurate, timely, and responsive support to stakeholders throughout the certification lifecycle.
Assist the Manager, Certification Operations with department initiatives, operational projects, reporting, technology implementations, operational planning, and continuous improvement efforts.
Perform other duties as assigned.