Analyst, Certification Operations

Under general supervision, the Analyst, Certification Operations supports the administration of CFP Board’s certification requirements by processing certification matters, researching stakeholder inquiries, maintaining accurate records, and preparing cases for management review. The role helps ensure consistent application of policies and procedures, timely stakeholder support, and accurate reporting across the certification lifecycle. Essential Functions Review and process assigned certification matters, including reinstatements and routine certification maintenance requests; maintain related records and correspondence, and gather information for management review when a matter involves a policy exception, appeal, or escalation. Apply CFP Board certification policies, requirements, and operational procedures consistently; document findings and prepare matters requiring a decision for management review. Engage CFP® professionals, candidates, employers, and other stakeholders to research and respond to assigned complex certification inquiries, provide operational guidance, and ensure understanding of CFP Board certification requirements, policies, and procedures. Analyze certification operational data, processing trends, stakeholder feedback, and service metrics; prepare routine reports and summaries that help management monitor performance and identify improvement opportunities. Identify recurring operational issues, processing trends, and opportunities to improve efficiency, consistency, transparency, scalability, and the stakeholder experience; recommend and help implement operational improvements and solutions. Assist with testing and implementing updates to certification processes, workflows, system enhancements, procedural updates, and technology improvements that strengthen operational consistency and service delivery. Develop, maintain, and continuously improve standard operating procedures, operational documentation, knowledge resources, templates, and training materials supporting Certification Operations. Collaborate with Standards & Competency, Experience Operations, Education Verification, Examination Registration, Certification Success, Information Technology, Legal, Marketing, and other cross-functional teams to resolve operational issues, support organizational initiatives, and ensure consistent execution across the certification lifecycle. Participate in cross-training and provide operational support across Certification Operations functions, including Experience, Examination Registration, Education Verification, Certification Maintenance, and other operational areas as business needs require, particularly during peak volume periods and changing business needs. Support complex case management activities by partnering with Certification Operations leadership and cross-functional stakeholders to resolve escalated certification issues requiring multidisciplinary review. Deliver accurate, timely, and responsive support to stakeholders throughout the certification lifecycle. Assist the Manager, Certification Operations with department initiatives, operational projects, reporting, technology implementations, operational planning, and continuous improvement efforts. Perform other duties as assigned. Background/Skills/Abilities Preferred Bachelor's degree in business, public administration, education, finance, or another related field preferred 2-4 years of experience in supporting certification, credentialing, association management, professional licensing, customer operations, workforce development, or related operational environments Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Experience working with association management systems (AMS), CRM platforms, learning management systems (LMS), or similar enterprise applications preferred Demonstrated ability to collaborate effectively across cross-functional teams and build productive working relationships with stakeholders at all organizational levels Excellent written and verbal communication skills with strong business writing abilities and attention to detail Ability to analyze operational data and identify process improvements Ability to interpret and consistently apply policies and procedures, exercise sound judgment, and clearly document findings Strong customer service focus and ability to resolve complex stakeholder issues Ability to manage competing priorities and changing business needs About CFP Board CFP Board is the professional body for personal financial planners in the U.S. CFP Board consists of two affiliated organizations focused on advancing the financial planning profession for the public’s benefit. CFP Board of Standards (501(c)(6)) sets and upholds standards for financial planning and administers the prestigious CERTIFIED FINANCIAL PLANNERTM certification — widely recognized by the public, advisors and firms as the standard for financial planners — so that the public has access to the benefits of competent and ethical financial planning. CFP® certification is held by more than 107,000 people in the U.S. CFP Board Center for Financial Planning (501(c)(3)) addresses diversity and workforce development challenges and conducts and publishes research that adds to the financial planning profession’s body of knowledge. This position is considered Shared Services and supports both the 501(c)(3) and 501(c)(6). This position is based in the Washington D.C. office and works a hybrid schedule which could be changed at any time. CFP Board believes that diversity of experience and perspective are strengths and seeks to continue to grow a highly committed, skilled, and collaborative staff. CFP Board is an Equal Opportunity Employer. The salary range for this position is from $66,000.00 to $73,500.00, which reflects the organization's good faith and reasonable estimate of possible compensation at the time of posting. Actual pay will depend on several factors such as the candidate's experience and qualifications. In addition to base salary, total compensation includes incentive compensation for which employees are eligible based on completion of individual goals.