Customer Service Operations Support Administrator
Pearson VUE
full-time
Posted on:
Location Type: Hybrid
Location: Durham • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $18 per hour
Job Level
Mid-LevelSenior
About the role
- Analyzes application information and documentation for licensure/certification to ensure compliance with business rules set forth by the regulatory agency
- Requires thorough knowledge of the business rules for a multitude of services and license types
- For the Insurance Program: includes individual and agency continuation, individual and agency new license, miscellaneous requests, and application certification
- For the Bail Bond and Collection Agency Programs: requires analysis and processing of all incoming applications, according to the business rules established by the regulatory agency, miscellaneous administrative requests, and verification of continued licensing requirements
- Requires thorough knowledge of the business rules for a multitude of services and license types
- Additional tasks may include the issuance of individual certificate/license for candidates who require exception processing
- Analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures
- Requires thorough knowledge of the business rules for a multitude of services and license types
- Utilizing multiple web-based platforms to document and verify licensing requirements for applicants
- Manage all customer contacts within established procedures and performance standards
- Formally respond to customer contacts and inquiries via multiple channels such as phone, email or application system
- Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
- Maintain detailed knowledge of the procedures, policies, and strategies of the supported business unit
- Identify process improvement opportunities and make recommendation to the supervisor or manager
- Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards
- First point of contact for candidate/producer information
- Provides accurate and thorough information to the customer base through both verbal and written communication
- Must retain an in-depth knowledge of business rules set forth by the respective regulatory agency to accurately guide candidates and licensees
- Accurately track and document customer interactions pertaining to licensing applications/records
- Must retain an in-depth knowledge of business rules set forth by the respective state regulatory agency to accurately guide candidates, applicants, and licensees
Requirements
- High school diploma or equivalent required
- 3 years of experience in a high-volume transaction processing environment
- 3 years of customer service experience
- Strong data entry experience
- Excellent communication skills - both oral and written
- Problem solving skills
- Interpersonal skills
- Organized and detail oriented
- Ability to work within a team
- Good multi-tasking and time management skills
- Ability to process a high volume of work within set timeframe
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entrytransaction processingapplication analysisdocument verificationcompliance analysisprocess improvementlicensure processingcustomer interaction trackingexception processing
Soft skills
communication skillsproblem solvinginterpersonal skillsorganizational skillsdetail orientedteamworkmulti-taskingtime management
Certifications
high school diploma or equivalent