SHRM Specialist, Certification Relations & Operations in Alexandria, Virginia
Specialist, Certification Relations & Operations
1800 Duke St, Alexandria, VA 22314, USA
Tuesday, November 30, 2021
At SHRM, we are committed to making work, workers and workplaces better through insights-driven policy solutions, learning and development, thought leadership and research. We are shaping the ways employers and employees thrive together. SHRM is empowering our more than 300,000+ members, including HR professionals, business executives, and people managers, to lead as strategic business partners and effective stewards of workplace culture, business productivity, and employee engagement.
The Specialist, Certification Relations & Operations is responsible for supporting the operational needs of the certification department and plays an important role in helping to grow the number of professionals pursuing, obtaining, and retaining SHRM certification. This position works collaboratively with internal and external stakeholders and/or partners to support the achievement of certification goals, objectives, and targets. This position also oversees data integrity, conducts related internal and systems audits, is accountable for quality controls to ensure accurate applicant and recertificants metrics generated via business process automations and works with the BPA team to resolve discrepancies discovered via a continuous quality improvement process for these automations.
Collect and organize certification operation related information regarding problems to be solved or procedures to be improved, and report identified issues to management for review and decision making; accountable for accuracy of daily and weekly applicant and recertificants accounts and for reconciling anomalies (including working with auditors during the annual audit and supporting the VP for budgeting matters).
Assists with policy, process and procedure development and review; responsible for best practice of certification operation efforts in the areas of policies process and procedure updates handbook updates, and workflow/procedures improvement through confluence updates
Understand and obtain training in Salesforce and NetSuite to support Certification operation needs (staff training) and responsible for ad-hoc reporting via internal certification stakeholders
Serve as the point of contact for recertification related requests including responding to escalations from all channels and processing Certification credential verification requests; lead the effort of recertification concierge services including forming targeted groups, assisting in launching and implementation of live chats, and certificants outreach through emails and calls; identify and analyze certificants eligible for Carry Over PDCs and work in collaboration with IT team to perform quarterly bulk upload of credit and maintain follows up of individual requests
Manage Data Clean-up (e.g., payment integrity, certification end date and birthdate) projects to monitor and fix errors, move applications from working to submitted status, standardize, or automate processes, validate accuracy, and clean/compile data; report period progress to management and make recommendations for process improvements.
Provide information needed by accounting department so they can process credit charge backs and nonsufficient fund checks by researching and investigating unidentified and/or duplicate payments in Cobalt and PayPal so accounting can issue refunds as needed; run weekly reports to determine active payments and communicate with accounting to resolve pending payments by applying payments to existing exam and/or recertification applications.•Serve as point on all business process automation process for certificant-related operations.
Serve as point of contact for candidate and partner-related inquiries for the CITEF strategic alliance for applicants and recertificants.
Serve as point of contact for all communications for various segments working in conjunction with teammates, and leveraging the communications library and files to prepare communications for emails, newsletters and other communications needs as they arise, including mining or extracting data to support these efforts from Cobalt and other sources.
Perform other duties as assigned
Bachelor’s degree required.
3 years of professional experience working with professional associations in a community outreach/engagement function plus a college degree in a related field; or 6 years of progressive experience with a HS diploma, in areas of business development or sales, professional associations in a community outreach/engagement function.
Customer Service experience, with a demonstrated track record of successfully managing customer accounts and disputes.
Experience working with Customer Relationship Management tools and/or databases.
Excellent written and verbal communication skills.
Expert-level skill in EXCEL. Proficient with Microsoft Office Suite.
Attention to detail.
Demonstrated ability to network and build strong internal/external relationships.
Strong project management, time management and organizational skills.
Excellent decision making, problem solving and critical thinking skills.
Strong presentation skills with the ability to persuasively present to a wide range of audiences.
Strong customer service orientation.
Expert-level skill with use of Cobalt and other database systems which support certification business operations, especially the ability to run queries, export data and manipulate in EXCEL using pivot tables – or willingness to learn swiftly.
Candidates must have a proven commitment to SHRM's six Guiding Principles:
Excellence & Accountability
Flexibility & Agility
Smart & Curious
Push Back to Move Forward
Let Us Know if You Have:
- HR knowledge/experience and/or experience working with association-based certifications or within a credentialing/testing environment.
- HR certification is a plus, though not required. If an HR certification is held it must be a SHRM certification.
Must be able to perform essential duties satisfactorily with reasonable accommodations.
Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.
Work is regularly performed in a professional office environment and routinely uses standard office equipment.
Travel Required: Occasional 0-10%
Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.
SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).
We do not sponsor applicants for work visas.
Job Family Certification Relations
Job Function SHRM Products & Services
Pay Type Salary
- 1800 Duke St, Alexandria, VA 22314, USA