Job Information
American Bankers Association Program Manager, Certification Exams in Washington, District Of Columbia
Want to work for a great Organization?
The American Bankers Association is the banking industry's champion. Joining ABA makes you part of a team that: • has Extraordinary People - ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry. • has Unmatched Scope and Scale - ABA's unparalleled information and services keep members current, knowledgeable and prepared. • is Impact-Driven - ABA has a proven record of bringing about positive change for our members and the industry. We take action and achieve results. Plus competitive pay, an outstanding benefits package, a convenient DC location, a professional collegial work environment and an opportunity to work on issues of national significance equals a winning combination!
Did you know that women and other marginalized groups are often reluctant to submit job applications if they don’t meet 100% of the requirements? We encourage you to take a chance! If you don’t satisfy every criterion, but know you can excel in the role, we urge you to apply! We’d love to connect and talk with you about joining our team.
Employer of Choice: ABA is recognized with a 2023 Great Company Culture Award and 2023 Great Place to Work designation !
Job Description:
The Program Manager, Certification Exams will administer the exam candidate application process. Important duties include troubleshooting and providing operational support to the Certifications line of business. The Program Manager will serve as a primary point of contact for external exam candidates, as well as internal team members.
The Program Manager will exercise independent judgment in the planning, prioritization, and organization of a diversified workload and recommend process improvements as needed.
Key Responsibilities:
Certification Support & Administration
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 accurate and updated records are captured within ABA’s Learning Management System (LMS) and Customer Relationship Management (CRM) system.
Maintain familiarity with the training offered by ABA in order to make recommendations for exam preparation and continuing education.
Respond to candidate inquiries regarding each exam’s eligibility requirements.
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.
Exam Application Administration & Support
Process exam cancellations and date transfer requests.
Communicate with the exam vendor about relevant exam candidate updates or changes.
Review candidate applications for retake exams and approve them based on established exam policies.
Perform individual and group enrollments as needed.
Facilitate the exam registration and application process for contract groups and coordinate with internal staff. Provide reports on group candidates’ application status.
Run reports within the LMS on candidate exam application status. Send notifications to candidates to complete exam applications as needed
Review candidate rosters and update data as needed within ABA’s LMS and CRM system to ensure accuracy and completeness. Provide final candidate rosters to the exam vendor.
Review and approve exam applications based on certification eligibility requirements:
Communicate eligibility requirements with candidates including consultation with those who do not meet requirements.
Troubleshoot candidate exam issues with relevant teams as necessary.
Recommend training and guidance to exam seekers.
Certifications Content Administration
Develop and submit requests to create and deactivate exam product IDs and annual fee products.
Ensure ABA’s website reflects accurate exam dates and submit requests to update as needed.
Assist with the setup of exam and annual fee objects in the LMS and assist with updating metadata, groups, and emails as needed.
General Business Support
Assist with special projects and data management activities in the ABA systems of record to ensure updates of user records and/or training records as needed.
Work with external printing house to manage the assembly and mailing of welcome kit packets to newly certified members, including generating letters and certificates.
Other duties as assigned based on business needs.
Qualifications:
Bachelor’s degree required
2-5 years’ experience supporting certifications, training, education, or related fields
Experience working directly with customers/external stakeholders is required
Excellent verbal and written communication skills
Proven computer skills and database aptitude, including proficiency in Microsoft Word, Excel, PowerPoint, Access, customized databases, and learning management systems
Association support preferred
General business and customer service skills required, including comfort communicating via phone, Zoom, and email
Excellent analytical skills
Ability to review reports and manage workload based on multiple priorities and deadlines
Strong attention to detail
Excellent record keeping and tracking of customer interactions through internal business processes
Strong independent judgment as it relates to responding to customers and reviewing exam applications
Ability to review and understand industry information/jargon and converse with subject matter experts
Knowledge of and adherence to office procedures, practices, and equipment
Ability to effectively handle multiple priorities
Ability to identify and resolve problems in a timely manner
Ability to maintain positive and productive relationships with other departments within ABA
American Bankers Association (ABA) is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, age, sex, marital status, gender identity, sexual orientation, disability, protected Veteran status, personal appearance, political affiliation, family responsibilities, or any other characteristic protected by applicable law.
ABA encourages and celebrates diversity so if you are motivated, hardworking and want to make a difference, come as you are!
Salary Range:
$59,273.00 - $80,766.00 - $102,260.00
The American Bankers Association is the voice of America’s banks—the small, midsize, regional and large banks that together employ more than 2 million women and men and help drive America's economy.
Please join us and become a part of a rapidly transforming industry that drives growth and innovation at home and around the world.