Exam Administration Coordinator

Overview

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Inclusion, and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Position Summary

The Exam Administration Coordinator provides accurate, professional, and timely assistance to exam candidates throughout the exam delivery process. In addition to assisting candidates with exam delivery requirements and managing communications associated with exam accommodations, the Exam Administration coordinator assists with conducting investigations and case management for exam fraud incidents and candidate adverse actions. The Exam Administration Coordinator will provide support to Exam Endorsement Specialists, as needed.

This position is not available to residents of California.

Responsibilities

• Provide accurate, professional, and timely assistance to candidates during the examination delivery process.
• Develop comprehensive knowledge of exam program requirements, policies, and procedures.
• Support exam candidates with test administration and security protocols education and information.
• Manage special accommodations exam appointments.
• Ensure adverse action investigations are processed according to program standards.
• Resolve exam candidate concerns through the exam fraud incident and candidate adverse action case management process.
• Document and maintain records of all client, candidate, and test center interactions.
• Recognize, document, and inform the supervisor regarding trends in customer correspondence.
• Escalate complex inquires / requests to exam subject matter experts.
• Perform miscellaneous duties, as assigned.

Behavioral Competencies

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Inclusion, and Excellence.
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
• Effective organization skills and the ability to multitask.
• Ability to work effectively in a group or team environment as well as independently with minimal supervision.
• Ability to interact professionally with a diverse group of people at all levels.
• Demonstrates flexibility to meet changing business needs.
• Detail oriented, maintains high quality standards, and good follow-up skills.
• Ability to problem solve in a timely manner.
• Ability to handle confidential information with discretion - Customer service oriented.

Qualifications

• Must have excellent written and verbal communication skills in English.
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation.
• CRM/database applications experience, a plus (i.e. Salesforce).

Education and Work Experience

• High School diploma or GED required.
• Minimum One (1) year of customer service experience, preferably in a call center environment.

Physical and Mental Demands

• Work normal business hours and extended hours when necessary, adjusting to various time zones.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Work extended hours or overtime, when necessary.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.