Under general supervision, the Program Coordinator, Experience supports Certification Operations by administering CFP Board's Experience requirement, evaluating experience submissions, maintaining certification records, and providing high-quality service to candidates, CFP® professionals, employers, and other stakeholders. The role contributes to the accurate, consistent, and efficient administration of the CFP Board certification lifecycle while supporting operational excellence, quality assurance, and continuous improvement.

Essential Functions

Ensure all stakeholders adhere to Experience policies and terms and conditions.
Evaluate Experience submissions for compliance with CFP Board Experience policies, guidelines, best practices, and requirements.
Review, process, and maintain Experience submissions and supporting documentation while ensuring accurate certification records.
Engage candidates, CFP® professionals, employers, experience supervisors, and other stakeholders regarding CFP Board Experience requirements and policies.
Identifies missing information, anomalies, and errors in Experience submissions and online engagements and takes immediate action with stakeholders and IT as needed.
Review disputed Experience submissions, prepare supporting documentation, and coordinate escalations to the Manager, Certification Operations, as appropriate.
Summarize operational data, stakeholder feedback, and Experience trends into routine reports to support departmental activities.
Prepare operational reports and dashboards to monitor Experience operations, identify trends, and support departmental activities.
Actively engages with candidates, CFP® professionals, and other stakeholders to gather needs, fulfill requests, and solve issues related to Experience submissions.
Identify operational issues, recurring stakeholder questions, and process improvement opportunities; recommend solutions that improve efficiency, consistency, quality, and the stakeholder experience.
Support development and updates of internal SOPs, Experience guidance documents, templates, and operational resources.
Collaborate with Certification Operations, Standards & Competency, Contact Center, Information Technology, Legal, Marketing, and other cross-functional teams to resolve operational issues and support organizational initiatives.
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.
Maintain accurate operational records and support quality assurance, audit readiness, compliance, and reporting activities by following established operational procedures.
Deliver a consistent, accurate, and responsive candidate experience throughout the Experience verification process.
Assists with identifying patterns in stakeholder inquiries and submission errors to improve consistency, transparency, and stakeholder experience.
In conjunction with Marketing, CE & Experience team, or CE & Experience leadership, drafts, designs, and executes communications, marketing, and outreach via facilitated meetings, webinars, conference calls, Informz email campaigns, etc.
Assists with specific Continuing Education and Experience department projects and initiatives as Assist the Manager, Certification Operations with department initiatives, operational projects, reporting, and continuous improvement efforts, and perform other duties as assigned.

Background/Skills/Abilities Preferred

Bachelor’s degree in business, marketing, or other equivalent relevant discipline preferred
Minimum of 1+ years’ work experience with a certifying organization or non-profit association preferred.
Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
Proficient business writing skills, written and verbal communication skills, strong analytical skills, attention to detail, and sound judgement.
Knowledge of AMS systems, CRM platforms or similar databases. NetForum preferred.
Ability to analyze operational data, identify trends, and recommend process improvements.
Experience coordinating multiple operational activities while managing competing priorities.
Detail-oriented self-starter with the ability to work independently, accurately, and on schedule
Ability to adapt quickly and readily to change.
Ability to work and collaborate as a part of a motivated, driven team.
Ability to interpret and consistently apply CFP Board policies and operational procedures while exercising sound judgment.
Strong customer service focus and ability to effectively ask questions and communicate in potentially challenging situations.
Commitment to serve stakeholders in a timely, accurate, and professional manner.
Experience supporting certification, credentialing, higher education administration, workforce development, or related operational environments preferred.
Ability to maintain confidentiality and handle sensitive candidate information with professionalism and discretion.

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 PLANNER^TM 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 part of the 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 applicable starting annual base salary is anticipated to be in the range of $54,000.00 to $63,000.00. In addition to base salary, total compensation includes incentive compensation for which employees are eligible based on completion of individual goals.

Learn more about this Employer on their Career Site