Exam Administration Specialist

Base Pay Range: $24 - $25.48/hr ($50k - $53k)

The Association of Certified Fraud Examiners (ACFE) is the worlds largest anti-fraud organization delivering best-in-class training, offering the CFE credential and fostering a dynamic, global community of anti-fraud professionals. Were looking for a proactive problem-solver with strong analytical and communication skills to support the administration and proctoring of our credential exam. In this role, youll provide critical support to exam candidates and ACFE staff.

The Exam Administration Specialist is responsible for supporting the administration and proctoring of the CFE Exam. This role provides critical support to exam candidates and ACFE staff, addressing technical issues and proctoring concerns, managing special exam accommodations, and handling candidate complaints and escalations related to the exam process. The Exam Administration Specialist ensures a smooth and secure testing experience by maintaining exam integrity, identifying potential security concerns, and assisting in the implementation of best practices to support the growth and uphold the value of the CFE Exam program.

Essential Functions:

• Provides direct communication, support, and resolutions to CFE Exam candidates experiencing technical issues related to the exam delivery platform and proctoring software.
• Facilitates the exam accommodation process for candidates with special needs, coordinating with internal teams and the proctoring vendor to provide appropriate services and modifications that ensure equal opportunity.
• Collaborates cross-departmentally to support ACFE staff in handling exam-related concerns, trouble-shooting exam-related technical problems and disruptions, addressing accommodation requests, and managing complaints from exam candidates.
• Updates and reviews exam-related communications, providing guidance and ensuring consistency in communications and procedures.
• Assists in maintaining Standard Operating Procedures (SOPs) and implementing best practices and policies related to exam processes.
• Supports the training and education of team members and ACFE staff on exam- administration-related procedures to ensure consistency, efficiency, and adherence to program standards.
• Monitors and assesses exam incident reports to identify trends for system or platform malfunctions affecting exam candidates and escalates concerns when necessary.
• Identifies potential exam violations, integrity concerns, or incidents of misconduct and collaborates with the Exam Integrity Specialist and Exam Integrity Manager to review, escalate, and address these issues in accordance with ACFE policies.
• Delivers clear, professional, and courteous written and verbal communication to candidates, staff, and other stakeholders, while maintaining a positive rapport and professional attitude.
• Acts as a backup for the Exam Administration Coordinator in handling exam eligibility activation, appointment scheduling, rescheduling, exam results, and retakes, as needed.
• Performs other duties as requested or required.

Required:

• Four years of high school resulting in a diploma or GED required.
• 3-5 years of customer service experience required.
• Previous professional certification or association experience, including direct exam program experience preferred. BA/BS degree a plus.
• Excellent customer service skills and ability to identify customer needs, collect data, and fulfill requests.
• Strong analytical, problem solving, and critical thinking skills.
• Excellent organization, time management, and attention to detail.
• Proficient in using and interpreting reports.
• Skilled in working collaboratively in a team environment.
• Excellent written and verbal communication skills and the ability to effectively present information and respond to questions and/or customer requests.
• Demonstrated professional attitude, patience, and tact when dealing with customers.
• Proficiency in Salesforce and Salesforce reporting. In addition, proficient in Microsoft Office, including Outlook, Word, Teams, PowerPoint, and Excel.

Benefits:

• Comprehensive Health Coverage: 100% employer-paid medical, dental, and vision insurance, along with long-term disability coverage and a $25k life insurance policy for employees. Additionally, we offer partial subsidy for dependent premiums.
• 401(k) Plan: Enjoy an unbeatable company match to help you save for retirement (truly unbeatable).
• Flexible Work Schedule: Mostly remote work in Texas.
• Paid Time Off (PTO): 4 weeks of PTO, with an additional week granted after 5 years and another after 10 years of employment.
• Paid Holidays: 12 holidays each year to help you recharge.
• Employee Success Sharing Bonus Program: The longer you invest with us, the more we invest in you!
• Wellness / Work-From-Home Reimbursement: $350 annually reimbursement for gym membership, workout equipment, work-from-home equipment, etc.
• Tuition Reimbursement: Up to $5,250 per year for qualifying degree plans.
• FSA Contribution: $250 annual company contribution to each employee's Flexible Spending Account (FSA).
• Professional Development: Training & Development department dedicated to your growth.
• Additional Paid Time Off: Paid Volunteer, Bereavement, and Civic Duty Hours.
• Employee Assistance Program (EAP): Confidential support for personal and professional issues.
• Social and Team-Building Events: Regular social events, team-building activities, and company outings to foster a positive work environment.
• Certification Bonus: Bonus program available for obtaining your Certified Fraud Examiner (CFE) designation.

For more than 35 years, the Association of Certified Fraud Examiners has relied on its core values of service, integrity, and professionalism to become the premiere association for those working to reduce white-collar crime, fraud and corruption. It takes a dedicated, experienced, and diverse team to serve more than 90,000 anti-fraud professionals around the world. By prioritizing a people-first mindset and cutting-edge technology, the ACFE is a place for employees to grow in their skillset while becoming part of a global mission.