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

Position Overview 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 rolenot 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.

Core Responsibilities & Daily Priorities When real-time demands conflict during the day, responsibilities are prioritized in the following order: 1.

Priority 1: Admissions (Inbound Only No Cold Calling) Inbound Advisory Calls: Field incoming inquiries via phone and email from financial professionals evaluating our eight professional designations (~12 enrollments daily across the team).

Consultative Guidance: Understand the prospects practice model (RIA, broker-dealer, insurance, planning) and guide them to the appropriate designation without aggressive sales tactics. 2.





Priority 2: Membership Operations & Renewals 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 unflappablenever aggressive. 3.

Priority 3: Student Support & Program Operations 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 transparent, custom written responses to technical program questions that go beyond standard templates.

Qualifications & Requirements Must-Have Criteria (Non-Negotiable) 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) .

Heavily Weighted (Strong Plus, but Not Required) US Financial Services Exposure: Prior experience working with or supporting US broker-dealers, Registered Investment Advisors (RIAs), insurance firms, or financial planning companies. (No financial licenses required; this background simply shortens onboarding).

What We Do NOT Want Candidates looking for a pure quota-carrying, high-pressure sales commission role.

Candidates seeking a narrow, single-process specialized position.

Candidates whose accent or phrasing requires effort for a US native speaker to understand.

Tools & Technology Used Daily CRM: Salesforce Telephony: Dialpad Communication & Workspace: Slack, Google Workspace Learning Management: Student Portal Mandatory Assessment & Screening Process During the interview process, candidates will complete two live, practical simulations: Live Inbound Admissions Call Simulation: Answering a live call from an interviewer acting as a US financial advisor asking which designation fits their practice.

Live Collections Call Simulation: Conducting a live call with an interviewer acting as a member who is three months overdue on annual membership dues. (Note: Candidates are evaluated strictly on spoken English clarity, phone demeanor, and service instinct.

Products and membership rules will be fully trained during onboarding).

📌 64986329629- Student Success & Membership Operations Specialist (Mississauga)
🏢 Somewhere
📍 Mississauga