Student Success & Membership Operations Specialist

Student Success & Membership Operations Specialist

Position:
Student Success & Membership Operations Specialist (Dual Seats)

Type:
Full-Time Remote Contractor (40 hours/week)

Schedule:

US Pacific Standard Time (PST) Business Hours Alignment

Target

Location:

Remote (Latin America – Mexico, Colombia, or similar LATAM time zones)

We are a premier educational and professional credentialing organization serving financial advisors, broker-dealers, RIAs, and financial planning professionals across the United States.

We are hiring two Student Success & Membership Operations Specialists to serve as the primary phone and email contacts for our prospective students, current designation candidates, and active members.

This is intentionally a multi-functional, cross-trained role—not a narrow or specialized seat. You and your co-hire will be fully trained across three core pillars: inbound admissions, annual membership maintenance (including polite collections), and active student support.

You will spend the majority of your day on the phone and in email communicating directly with US-based financial professionals. We require C2 / near-native spoken English with a neutral accent, combined with strong CRM discipline and high service instincts.

When real-time demands conflict during the day, responsibilities are prioritized in the following order:

• Inbound Advisory Calls:
  Field incoming inquiries via phone and email from financial professionals evaluating our eight professional designations (~1–2 enrollments daily across the team).
• Consultative Guidance:
  Understand the prospect’s practice model (RIA, broker-dealer, insurance, planning) and guide them to the appropriate designation without aggressive sales tactics.

• Dues Account Management:
  Support our network of ~3,000 annual dues-paying members.
• Polite Collections & Recovery:
  Proactively contact members with late or lapsed dues via phone and email to secure renewals. Calls must be polite, direct, professional, and unflappable—never aggressive.

• Student Lifecycle Support:
  Assist ~300 to 400 active students navigating their coursework and designation tracks.
• Academic & Administrative Guidance:
  Handle proactive check-ins, answer exam structure and study material questions, process extension requests, and troubleshoot portal access.
• Non-Templated Technical Writing:
  Craft clear, custom written responses to technical program questions that go beyond standard templates.

• Language & Accent Mastery: C2 / Near-native spoken and written English with a clean, neutral accent suitable for effortless phone conversations with US financial executives and advisors.
• US Phone
  
  Experience:
  
  3+ years of professional phone-based experience engaging US customers in customer support, inside sales, collections, customer success, or account management.
• Comfort with Collections:
  Complete willingness to conduct direct, polite dues-recovery calls without hesitation or discomfort.
• CRM Literacy & Discipline:
  Proven experience working in Salesforce (or a similar enterprise CRM), with a strict habit of documenting every interaction, call note, and status update accurately in real time.
• Strong Written English:
  Ability to articulate complex policy, timeline, and program details in polished, custom written correspondence without relying on pre-written scripts.
• Schedule Alignment:
  Ability to work full-time hours fully aligned with US Pacific Business Hours (PST).

• US…