The Certification Support Specialist provides assistance and resolves issues related to the professional certification programs and related products and services of the American Payroll Association (APA) and its affiliated companies. The successful candidate serves as a lead internal resource for the department and provides training and guidance to ensure service delivery. The Certification Support Specialist is a self-motivated and resourceful individual with the aptitude to perform in a deadline-driven, customer care environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responds timely to customer inquiries on certification issues, while quickly and accurately resolving emerging issues
Identifies and assesses customer’s needs to perform issue resolution; escalates to appropriate representative where applicable
Responds to inquiries specific to the policies governing the certification program
Conducts staff training on certification issues
Conducts employer verifications, notification of designation and transcript requests
Ensures activities and requirements regarding the administration certification programs are met
Verifies point-in-time pricing is reflected on company’s products and services invoicing
Maintains files with current details and required documents in accordance with current practices
Documents, updates, and stores policies, procedures, and processes
Processes and distributes invoices for certification services provided; applies payments in content management platform
Performs general registrar duties, including administrative processing, and enrollment processing, and proctoring for certification exams, as assigned
Participates in continuous improvement efforts to standardize procedures and improve workflow and efficiencies
Maintains knowledge on professional and industry trends.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Basic knowledge of applicable accreditation policies and standards is a plus
Intermediate to advanced proficiency in Microsoft Word, Excel, and Outlook
Ability to work extended hours, weekends, or holidays
Ability to travel
Required Education and Experience
Associate’s Degree or higher level of education; education may be replaced with2 or more years of experience in an educational, training, or similar professional
The American Payroll Association is the nation’s leader in payroll education, publications, and training. Since 1982, it’s been our goal to increase the payroll professional’s skill level through knowledge and a supportive community of peers. Today, we offer top-rated payroll conferences and seminars, a complete library of resource texts, and industry-recognized certifications.