Specialist, Certification Relations & Operations

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.

Alexandria, VA


<em><strong>BETTER WORKPLACES. BETTER WORLD.</strong></em><br /><br />SHRM, the Society for Human Resource Management, creates better workplaces where employers and employees thrive together. As the voice of all things work, workers and the workplace, SHRM is the foremost expert, convener and thought leader on issues impacting today&rsquo;s evolving workplaces. With 300,000+ HR and business executive members in 165 countries, SHRM impacts the lives of more than 115 million workers and families globally.<br /><br />Are you interested in growing your career with us? If so, we encourage you to explore our available career opportunities and join our team at SHRM today!<br /><br />Don&rsquo;t see your dream job? Apply <a href="https://us61.dayforcehcm.com/CandidatePortal/en-US/shrm/Site/EXTERNAL/Posting/View/372" target="_blank" rel="noopener noreferrer">here</a> to join our talent community!<br /><br />To view our Statement of Accessibility, click <a href="https://us60.dayforcehcm.com/CandidatePortal/en-US/shrm/SITE/EXTERNAL/Home/StatementOfAccessibility" target="_blank" title="SHRM Statement of Accessibility" rel="noopener noreferrer">here</a>. https://www.shrm.org/pages/default.aspx

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Overview: <br />The Specialist, Certification Relations &amp; 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 automation, and works with the BPA team to resolve discrepancies discovered via a continuous quality improvement process for these automations.<br /><br /> <p><strong><span style="font-size: medium;">Work Environment:<br /><br /></span></strong>Work is regularly performed in a professional office environment and routinely uses standard office equipment. Travel Required: Occasional 0-10%.</p>
Responsibilities: <br /> <ul> <li><span style="font-size: medium;">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).</span></li> <li><span style="font-size: medium;">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</span></li> <li><span style="font-size: medium;">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</span></li> <li><span style="font-size: medium;">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</span></li> <li><span style="font-size: medium;">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.</span></li> <li><span style="font-size: medium;">Provide information needed by accounting department so they can process credit chargebacks 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.</span></li> <li><span style="font-size: medium;">Serve as point on all business process automation process for certificant-related operations.</span></li> <li><span style="font-size: medium;">Serve as point of contact for candidate and partner-related inquiries for the CITEF strategic alliance for applicants and recertificants.</span></li> <li><span style="font-size: medium;">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.</span></li> <li><span style="font-size: medium;">Perform other duties as assigned</span></li> </ul>
Requirements: <br /> <ul> <li><span style="font-size: medium;">Bachelor&rsquo;s degree required.</span></li> <li><span style="font-size: medium;">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 an HS diploma, in areas of business development or sales, professional associations in a community outreach/engagement function.</span></li> <li><span style="font-size: medium;">Customer Service experience, with a demonstrated track record of successfully managing customer accounts and disputes.</span></li> <li><span style="font-size: medium;">Experience working with Customer Relationship Management tools and/or databases.</span></li> <li><span style="font-size: medium;">Excellent written and verbal communication skills.</span></li> <li><span style="font-size: medium;">Expert-level skill in EXCEL. Proficient with Microsoft Office Suite.</span></li> <li><span style="font-size: medium;">Attention to detail.</span></li> <li><span style="font-size: medium;">Demonstrated ability to network and build strong internal/external relationships.</span></li> <li><span style="font-size: medium;">Strong project management, time management, and organizational skills.</span></li> <li><span style="font-size: medium;">Excellent decision-making, problem-solving, and critical thinking skills.</span></li> <li><span style="font-size: medium;">Strong presentation skills with the ability to persuasively present to a wide range of audiences.</span></li> <li><span style="font-size: medium;">Strong customer service orientation.</span></li> <li><span style="font-size: medium;">Expert-level skill with the 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 &ndash; or willingness to learn swiftly.</span></li> <li><span style="font-size: medium;">Candidates must have a proven commitment to SHRM's six Guiding Principles:</span></li> <ul> <li><span style="font-size: medium;">Bold Purpose</span></li> <li><span style="font-size: medium;">Excellence &amp; Accountability&nbsp;</span></li> <li><span style="font-size: medium;">Flexibility &amp; Agility&nbsp;</span></li> <li><span style="font-size: medium;">Smart &amp; Curious&nbsp;</span></li> <li><span style="font-size: medium;">Collaborative Openness</span></li> <li><span style="font-size: medium;">Push Back to Move Forward&nbsp;</span></li> </ul> </ul> <span style="font-size: medium;"><strong><br />Let Us Know if You Have:<br /></strong><br /></span> <ul> <li><span style="font-size: medium;">HR knowledge/experience and/or experience working with association-based certifications or within a credentialing/testing environment.</span></li> </ul> <p><strong><span style="font-size: medium;"><br />Certifications:<br /><br /></span></strong></p> <ul> <li><span style="font-size: medium;">HR certification is a plus, though not required. If an HR certification is held, it must be a SHRM certification.</span></li> </ul> <p><strong><span style="font-size: medium;"><br />Physical Requirements:<br /><br /></span></strong></p> <ul> <li><span style="font-size: medium;">Must be able to perform essential duties satisfactorily with reasonable accommodations.</span></li> <li><span style="font-size: medium;">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.</span></li> </ul>