Associate Advisor - Member Service
ABOUT THE ASSOCIATION OF INTERNATIONAL CERTIFIED PROFESSIONAL ACCOUNTANTS
Combining the strengths of the American Institute of CPAs and the Chartered Institute of Management Accountants, we empower the world’s most highly-skilled accountants – CPAs and CGMA designation holders – with the knowledge, insight and foresight to meet today’s demands and tomorrow’s challenges.
We drive a dynamic accounting profession that works every day to build trust, create opportunity and grow prosperity worldwide.
ABOUT THE MEMBER SERVICE DEPARTMENT:
What will it be like to work on our team
The Member Service team is comprised of staff that understand the hard work they put in is directly related to the success that comes to them, and our development-focused culture is a wonderful place to begin your career. As a Member Service Associate Advisor, you will be working alongside a team of customer-centric professionals as the primary point of support for a global customer base. Support inquiries range from simple payment application requests to more complicated technical issues and will arrive via phone, email and chat. The team is well suited for energetic and goal-oriented individuals comfortable with managing high volumes of customer-facing interactions and interested in professional development.
Member Service staff collaborate daily to create exceptional experiences for our customers, and our team empowers advisors to make business-minded decisions in the interest of this goal. In our fast-paced contact center environment, priorities can change quickly, and an ideal candidate will be comfortable adjusting to change as needed.
Due to the nature of our business, advisor schedules are very structured and individuals applying for this role must commit to working 9:00 AM to 6:00 PM and be open to break and lunch schedule variations aligned with business needs.
2 DAYS IN THE LIFE
Day 1
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You arrive and open your schedule to find you’re expected to follow up on your open customer requests from 9-9:30 AM. You review your requests for updates and provide phone or email updates to customers as needed.
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From 9:30-10:45 AM you are logged in to the phone queue, answering customer inquiries as they arrive. You document each interaction thoroughly and send requests to partnering teams as needed.
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You take a break from 10:45-11 AM and after your break, you focus on inbound email inquiries until your lunch from 1-2 PM.
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After lunch, you meet with your boss for a bi-weekly check in to discuss how you’re doing in your core functions as well as how you’re progressing with any professional development goals you’ve outlined.
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Once your meeting is over, you head back to your desk to assist with the phone queue until your 15-minute afternoon break.
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After your break, you participate in a meeting to provide feedback on a departmental change we recently implemented. You share any insights you’ve gleaned from your experience and customer interactions and any ideas you have for process improvements.
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You close out the day with a focus on answering phone inquiries until 6 PM.
Day 2
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Your day starts at 9:00 AM with an hour-long team meeting where you review recent updates and participate in a team building exercise.
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After your meeting, you return to your desk to find many customers are waiting in queue to discuss a recent technical issue. You review your emails to ensure you understand the issue, and although you’re not scheduled for phones, you quickly log in to the phone queue to assist with the inquiries.
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At 11 AM you take your morning break after which you return to your desk to focus on email and chat inquiries until lunch at 2 PM.
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After lunch, you follow up on your open customer requests and review your recent quality assessments.
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Once you’ve completed your follow ups and review, you focus on responding to customer emails until your afternoon break.
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After your break, you complete a learning module from our HR site that you and your manager discussed in your one on one meeting the day before. You take notes on the module and think about how you can apply the information to your day-to-day work and share the information with your peers.
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You close out the day with a focus on answering phone inquiries until 6 PM.
ABOUT YOU
We find that team members who are most successful in this role share a few key characteristics:
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Willingness to listen, empathize and assist
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Above average technical proficiency
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Strong written and verbal communication skills
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Friendly, courteous and professional demeanor
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Punctuality, reliability and adaptability
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Strong problem-solving ability
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Exceptional attention to detail while multi-tasking
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Demonstrated ability to work independently and adapt your style to organizational change as needed
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Ability to prioritize and thoroughly follow up on assigned tasks
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Natural curiosity and willingness to challenge the status quo
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Desire for professional development
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, businesses, the public interest and even national economies. 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.
Equal Employment Opportunity
The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.