Associate Advisor - Member Service

Knowledge, Skills & Abilities Required:

• Excellent communication skills, both oral and written

• Excellent listening and questioning abilities

• Ability to obtain, retain and cascade high levels of detailed information, adapting the method of communication depending on the audience

• Excellent work ethic and an ability to multi-task

• Ability to navigate multiple IT systems, network locations, and files

• Accountability for actions and ownership of required tasks

• Ability to build relationships and demonstrate empathy

• Ability to adhere to GEC attendance policy and all other appropriate policies

• Demonstrate keen problem-solving abilities

• Deliver a quick, efficient and outstanding, memorable service experience

Required Experience, Qualifications & Education:

• Experience applying written and verbal skills and active listening while servicing customers

• Bring energy, compassion, and dedication to your work.

• Provide high quality, personalized service

• Speak concisely, and confidently

• Write quickly, professionally and concisely with good grammar and proofreading

Preferred Experience, Qualifications & Education:

• Bachelor’s/Associate’s degree/ A-level Education

• 4-6 years related experience including:

  • 1-2 years of customer service or sales experience

  • Previous work experience in a not-for-profit, Association, or NGO environment

  • Experience achieving set targets for individual performance

  • Experience working with a CRM system

Job Impact:

Advisors are expected to follow specific standards and guidelines while anticipating unasked questions or potential obstacles and providing customized solutions or products to each customer. Strong individual performance supports organization KPIs.

Contribution:

Advisors are our human brand. Their contributions directly influence the Association’s measurable C-SAT, revenue and First Contact Resolution results. The contribution adds value to the interaction and impacts the Association NPS, revenue and membership goals.

Communication Complexities:

Advisors are the first point of verbal and written contact for members, students, and prospective students and responsible for providing them with information relevant to their exam progression and student and member retention with CIMA.

For the AICPA, the role responds to inquiries from members, candidates, and professionals—those in public practice, industry, government, and—related to memberships, products, continuing education, upselling, and the Accounting profession

Innovation / Problem Solving:

Advisors follow set policies and procedures but must use expertise to identify potential obstacles to creating a positive member experience. Once the question or problem has a resolution to a high standard, the Advisor has an opportunity to promote AICPA products. Advisors may suggest minor changes to procedures within their work area.

Proactive CIMA member service includes interacting with customers throughout their student journey and membership not just when they have a problem or question or when they have lapsed their membership.

Complexity:

The Advisor job involves transitioning between inbound and outbound functions related to UK and US phone, email and chat with various degrees of complexity with technology and subject matter expertise. While policies and procedures are well defined, there is an extensive amount of policy, procedural and systems knowledge necessary to complete basic job functions.

Breadth:

The Advisor role is Association wide-all regions virtual contact centre.

Why Work for Us?
At The Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses. You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.

We offer competitive benefits, PTO, flexible working principles, and a supportive, collaborative team environment.