Lead Specialist - Documentation & Controls

• Excellent communication skills (oral/written), including presentation skills and well developed problem resolutionand decision making skills
• Ability to work both independently and as part of cross-functional teams
• Ability to adapt to change and approach new areas/departments with enthusiasm and a willingness to learn
• Skilled at creating analytic and written documents; ability to blend both narrative and visual components.
• Strong organizational skills with the ability to manage multiple tasks and projects on a timely basis
• Ability to establish and manage positive partnerships with internal customers and partner teams
• Ability to influence others in recovering from setbacks, and finding alternative ways to reach goals or targets.
• Ability to use Microsoft Office.

Required Experience, Qualifications & Education

• Educated to A-Levels or equivalent
• 2-4 years related experience including:
• Customer service experience within an inbound/outbound contact centre environment
• Minimum of one year working at  specialists level
• Experience with creating and delivering presentations to peers and senior managers
• Innovative with process improvement and development skills

Preferred Experience, Qualifications & Education

• Knowledge of AICPA member service center operations and the work done by member service advisors
• Experience of working within a college/university environment