Specialist, Customer Resolution Full Time

Summary:

Step Up For Students empowers families to engage in the most appropriate learning options for their children. The position of Specialist, Customer Resolution involves providing customer care to parents, students, and providers, processing scholarship applications, and resolving inquiries. The role includes performing customer service tasks and handling data processing in accordance with scholarship guidelines.

Responsibilities:

• Perform Application Processing Resolution tasks.
• Key data from application images into applicable system.
• Accurately processes applications and determines eligibility by reviewing documentation and making accurate calculations.
• Reviews appeals and provides determination resolution.
• Research suspended/on-hold application errors.
• Initiate external contact by telephone to customers for clarification on application information.
• Follow-up with second call if necessary.
• Identify and report any suspected fraudulent activity or red flags within the application.
• Special projects as assigned by management.
• Perform Customer Service Resolution tasks.
• Handle inbound and outbound calls from new and existing parents, students, and providers.
• Maintain accurate records of client interaction, including phone calls and emails, utilizing software.
• Demonstrates commitment to customer needs and first contact resolution.
• Use decision-support tools to respond to common customer inquiries and requests.
• Identifies eligibility and interprets guidelines to potential applicants.
• Connect families with community resources.
• Adhere to company guidelines, policy, and ethics.
• Participate in regular meetings, training, and leadership sessions.
• Seek and suggest efficiencies for manual and online operations.
• Identify and address application processing issues.
• Suggest improvements in work processes and productivity.

Requirements:

• High School diploma and 1+ years of experience in customer service, financial services, or the educational industry.
• Ability to type 40+ words per minute.
• Ability to process a minimum of 50 units per day.
• Microsoft Windows and Internet-based applications experience required.
• Associates degree preferred.
• Bilingual in Spanish preferred.

Benefits:

• 401(k) matching.
• Dental insurance.
• Disability insurance.
• Flexible spending account.
• Health savings account.
• Life insurance.
• Opportunities for advancement.

Tagged as: Customer Service, Financial Services, Step Up For Students, United States