Exam Administration Coordinator

(ISC) is an international nonprofit membership association focused on inspiring a safe and secure cyber world. (ISC) offers a portfolio of credentials that are part of a holistic, pragmatic approach to security. Our association of candidates, associates, and members, nearly 280,000 strong, is made up of certified cyber, information, software, and infrastructure security professionals who are making a difference and helping to advance the industry. Our vision is supported by our commitment to educate and reach the general public through our charitable foundation - The Center for Cyber Safety and Education. For more information on (ISC), visit www.isc2.org, follow us on Twitter, or connect with us on Facebook and LinkedIn.

We are committed to an inclusive and equitable environment that values the unique perspectives and experiences of our entire workforce. We strive for a true sense of belonging for all our employees and to foster authenticity, trust, empowerment and connectedness that leads to everyone's success. For more information, visit www.isc2.org/dei.

The Exam Administration Coordinator provides accurate, professional, and timely assistance to exam candidates throughout the exam delivery process. In addition to assisting candidates with exam delivery requirements and managing communications associated with exam accommodations, the Exam Administration coordinator assists with conducting investigations and case management for exam fraud incidents and candidate adverse actions. The Exam Administration Coordinator will provide support to Exam Endorsement Specialists as needed.

Provides accurate, professional, and timely assistance to candidates during the examination delivery process.
• Develops comprehensive knowledge of exam program requirements, policies, and procedures.
• Support exam candidates with test administration and security protocols education and information.
• Manage special accommodations exam appointments.
• Ensure adverse action investigations are processed according to program standards.
• Resolve exam candidate concerns through the exam fraud incident and candidate adverse action case management process.
• Document and maintain records of all client, candidate, and test center interactions.
• Recognize, document, and inform the supervisor regarding trends in customer correspondence.
• Escalate complex inquires / requests to exam subject matter experts.
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Miscellaneous duties as assigned.

• High School diploma or GED required
• Minimum One (1) year of customer service experience preferably in a call center environment
• Must have excellent written and verbal communication skills in English
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation;
• CRM/database applications experience a plus (i.e. Salesforce)

Skills/Competencies:

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEIbest practices.
• Effective organization skills and the ability to multitask
• Ability to work effectively in a group or team environment as well as independently with minimal supervision
• Ability to interact professionally with a diverse group of people at all levels
• Demonstrates flexibility to meet changing business needs
• Detail oriented, maintains high quality standards, and good follow-up skills
• Ability to problem solve in a timely manner
• Ability to handle confidential information with discretion
• Customer service oriented

Physical & Mental:

• Work normal business hours and extended hours when necessary, adjusting to various time zones
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
• Work extended hours or overtime, when necessary

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All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.