Chapter Experience Associate II

Isaca•Schaumburg - Hybrid, IL

About The Position

The Chapter Experience Associate supports ISACA’s chapter leaders worldwide by delivering outstanding, timely, and solutions-oriented service. This role plays a key part in developing and enhancing programs, tools, and services that empower chapter leaders to provide an exceptional experience to their members. In addition to administrative and operational support, the Associate collaborates closely with the Chapter Experience team and contributes to projects, initiatives, and process improvements that strengthen the overall chapter experience. The role also promotes a positive, high-performing work environment by fostering collaboration, accountability, and continuous improvement. The Associate is expected to uphold high standards, maintain strong attention to detail, and contribute to a dynamic team culture that encourages experimentation, agility, and constructive inquiry.

Requirements

Proven track record of delivering successful, collaborative internal and/or external customer service and support.
Proficiency in Microsoft Office products (Word, PowerPoint, and Excel)
Excellent written and oral communication skills
Strong time management, prioritization, and organizational skills
Associate's Degree or equivalent combination of education and professional experience
2+ years in an administrative or program support role.

Nice To Haves

Program coordination or management experience
Working knowledge of Association Management Systems and/or Customer Relationship Management (CRM) systems
Professional Association or Nonprofit experience
Experiencing working with volunteers from diverse cultures, experience levels, and backgrounds
Proficiency in using Salesforce and Service Cloud
Passion for developing and iterating people-first services.
Tenacious, curious, and a fast learner – able to overcome obstacles to get answers
Strong written and verbal communication skills to share insights and influence stakeholders
Ability to work collaboratively with various stakeholders who may have competing interests
Well organized, detail-oriented and self-motivated
Comfortable in a fast paced constantly changing environment
A self-starter with a strong bias for action
Bachelor’s Degree or equivalent combination of education and professional experience
3+ years in an administrative or program support role.

Responsibilities

Respond to volunteer leader requests supporting them throughout their leadership journey, ensuring alignment with ISACA Global’s mission, strategy, and policies.
Partner with the Customer Support Center to ensure volunteer chapter leader rosters are accurately maintained and updated, as needed.
Track, analyze, and report on Customer Support Center inquiries related to chapters to identify trends and improvement opportunities.
Manage and prioritize queue of chapter leader requests to ensure timely and effective resolution.
Coordinate, maintain and continuously improve daily processes for Chapter credits and reimbursements.
Support ongoing processes and daily operations for Chapter Experience, including but not limited to, chapter dues maintenance, chapter formation, compliance, chapter bylaws updates, and chapter maturity tracking, etc.
Coordinate and maintain processes for annual tax filings and ongoing communication between North American chapters and ISACA’s internal tax team.
Work cross-functionally with ISACA Global staff to seed discussion topics for conversation in the Chapter Leader Exchange, as appropriate.
Partner cross-functionally to help develop, document, and refine repeatable processes that enable ISACA staff to support chapters and volunteer chapter leaders.
Work cross-functionally with chapter leaders, regional ambassadors, chapter advisory groups, and ISACA Global staff to curate and maintain a library of preferred practices for chapters and volunteer chapter leaders in Chapter360 .
Ensure timely and accurate report distribution to both internal and external stakeholders.
Other duties as assigned.