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Examination Operations Specialist
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FMI: Examination Operations Specialist
About the Financial Modeling Institute (FMI)
The FMI is dedicated to enhancing awareness, excellence, and discipline in financial modeling worldwide through its prestigious accreditation programs. Our accreditations cater to professionals in various sectors including accounting, asset management, banking, business development, credit, private equity, and venture capital.
As part of the FMI, candidates engage with the online FMI Community, utilize self-study resources, and prepare for a proctored online examination. We proudly serve candidates across 120 countries.
The Opportunity
The FMI is in search of a detail-oriented, customer-centric, and technologically adept Examination Operations Specialist who exhibits initiative, independence, and resourcefulness to assist our Examination Operations team. The primary objective of the Examination Operations team is to ensure a seamless candidate experience while upholding a high standard for examination development and administration.
Reporting to the Director of Examination Operations, the Operations Specialist will undertake a range of administrative and logistical responsibilities related to examination operations, while committing to delivering an exceptional customer experience and fostering innovation through examination enhancements and operational strategies.
Key Responsibilities
Operational Examination Support
- Play a crucial role in all AFM and CFM examinations by providing candidate support and troubleshooting throughout the entire examination cycle. Note: Public examination sessions occur periodically and may extend beyond standard business hours. Private examination sessions are arranged as necessary and may also occur outside regular business hours. Compensatory time will be provided.
- Organize and oversee the annual Communications Calendar related to Examination Operations to ensure all tasks are executed efficiently and effectively.
Schedule Coordination: Manage and update the calendar, ensuring all critical dates, deadlines, and events are accurately represented.
Content Reminders: Dispatch reminders and follow-ups to team members regarding upcoming content deadlines, approvals, and meetings.
Content Tracking: Monitor the progress of content creation, approval, and distribution to ensure timelines are adhered to.
Liaison Duties: Serve as a point of contact among various departments to facilitate effective communication and collaboration.
Quickly adapt the calendar and communication plans in response to unexpected events or urgent updates.
- Oversee and coordinate scheduling and correspondence for FMI's Examination Day Team and Grading Team.
- Provide timely candidate registration reports to FMI's key partners.
- Assist in drafting and reviewing examination policies and procedures, updating and maintaining them as necessary.
- Support tasks related to the FMI Foundations program.
- Assist with the Post-Examination Validation process:
Review flagged examination videos.
Identify issues and provide justification for escalation.
Offer recommendations.
- Conduct quality assurance checks for new processes and updates to our platforms.
- Maintain candidate information and workflows.
- Assist in the maintenance of all learning materials (i.e., review documentation, basic edits, and formatting).
- Provide Training Providers with relevant materials and documentation.
- Assist with onboarding stakeholders at the FMI.
- Maintain the website/community platform as needed (i.e., replace PDFs, edit content as necessary, assist with webinar logistics).
Customer Support
- Deliver an outstanding customer experience by overseeing and managing the customer inquiry inbox as well as the community platform, ensuring all inquiries are addressed or delegated within a 48-hour timeframe.
- Determine when to escalate customer inquiry issues to the Operations Manager or Director of Examination Operations. All customer inquiries must be handled confidentially and professionally.
- Manage and report on all candidate examination deferrals, cancellations, and other transactional matters (i.e., registration refunds, issuing discount codes).
Other
- Research and assess new technologies as needed for ongoing enhancements to the FMI digital experience.
- Participate in webinars focused on examination administration to remain informed about market, education, and AI trends.
- Collaborate across FMI departments on projects and initiatives that further enhance candidate success.
- As required, take minutes during scheduled meetings.
Qualifications
- A university or college degree with a focus on Business or Public Administration or a background in Examination Administration.
- Prior experience in a customer/client services environment is strongly preferred.
- Experience in project management is an asset.
- High proficiency in Microsoft Office, Zoom, and Google Workspace.
- Familiarity with HubSpot (or other CRM), Moodle, Xero, WordPress is an asset.
- Self-motivated, with a strong ability to quickly learn new concepts and acquire new skills.
- Ability to think critically, analyze information, and draw meaningful conclusions.
- Highly organized and adept at balancing multiple competing tasks, ensuring each is completed accurately and with great attention to detail.
- A diligent, collaborative, and enthusiastic team player with a desire to learn.
- Strong verbal and written communication skills, along with presentation skills.
- Solid understanding and proficiency in utilizing various technologies and digital tools.
Compensation
$45,000 to $52,000/year, commensurate with experience.
What the FMI Offers
- A dynamic and collaborative culture that promotes meaningful and challenging work.
- Flexible working arrangements (i.e., work schedule and location).
- Comprehensive benefits package.
- Flexible vacation policy.
- Competitive compensation.
The FMI is an equal opportunity employer that values diversity, accessibility, and inclusion.
We appreciate all candidates who apply; however, only those selected for consideration will be contacted.
