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Job Description:

The Specialist, Certifications Engagement is pivotal in supporting the Continuing Education (CE) and Exams functions within the Certifications department, while implementing communication and outreach initiatives.  This position coordinates outreach and engagement campaigns to foster meaningful connections with certified banking professionals and prospects.  The incumbent ensures customer data integrity, enhances certification holder retention, and promotes certification programs effectively.  The Specialist also manages inquiries from exam candidates and certification holders and escalates to other team members as needed.

The Specialist will exercise independent judgment in the planning, prioritization, and organization of a diversified workload and recommend process improvements as needed.

Key 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.

Qualifications: 

• 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.

• Association support preferred.