Analyst, Certification Operations
About The Position
Under general supervision, the Analyst, Certification Operations supports the 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 supports consistent application of policies and procedures, timely stakeholder service, and accurate reporting throughout the certification lifecycle. The position is considered Shared Services and supports both CFP Board of Standards (501(c)(6)) and CFP Board Center for Financial Planning (501(c)(3)). It is based in CFP Board’s Washington, D.C. office and follows a hybrid schedule, which may change at any time. CFP Board is an Equal Opportunity Employer that values diversity of experience and perspective and seeks committed, skilled, collaborative staff.
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 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 a decision for management review.
- Research and respond to assigned complex certification inquiries from CFP® professionals, candidates, employers, and other stakeholders; provide operational guidance and clarify 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 and solutions.
- 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 for Certification Operations.
- 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.
- Cross-train and provide operational support across Certification Operations functions, including Experience, Examination Registration, Education Verification, and Certification Maintenance, as business needs require.
- 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.
Benefits
- Incentive compensation for which employees are eligible based on completion of individual goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
