Customer Service Support Assistant at Pearson

DescriptionJob DescriptionDo you enjoy actively engaging and supporting internal and external customers Pearson VUE ishiring Customer Service Administrators to join us as Licensing Specialists.These Customer Service Administrators are responsible for processing and evaluating a high volumeof licensing applications phone calls and emails regarding the licensing process and responds tocustomer inquiries regarding specific licensure questions and inquiries. Licensing Specialistsprocess a variety of applications each with its own underlying statutes rules policies andother licensing requirements. They serve as a first point-of-contact for licensing and applicationprocessing and execute the application process in accordance with the business rules established bythe respective state regulatory agencies. This includes application processing that may includelicense issuance ensuring educational requirements are met including guiding and assistingapplicants and licensees via written and oral communication.The ideal candidate will serve as a resource for our customer inquiries questions and variousneeds ensuring customer satisfaction is met for all aspects of the customer relationship. You willdeliver services and information to customers in a professional accurate and timely manner via avariety of communication channels while utilizing multiple computer applications.This is a hybrid position out of our Durham NC location working in the office 3 days/week. This position is Monday-Friday 8-hour shift between the hours of 9am-6pm.The pay rate for this position is $17.75/hour.PRIMARY RESPONSIBILITIESApplication Analysis/ProcessingAnalyzes application information and documentation for licensure/certification to ensure compliance with business rules set forth by the regulatory agencyRequires thorough knowledge of the business rules for a multitude of services and license typesFor the Insurance Program: includes individual and agency continuation individual and agency new license miscellaneous requests and application certificationFor the Bail Bond and Collection Agency Programs: requires analysis and processing of all incoming applications according to the business rules established by the regulatory agencyRequires thorough knowledge of the business rules for a multitude of services and license typesAdditional tasks may include the issuance of individual certificate/license for candidates who require exception processingAnalyzing 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 typesUtilizing multiple web-based platforms to document and verify licensing requirements for applicants.Manage all customer contacts within established procedures and performance standardsFormally respond to customer contacts and inquiries via multiple channels such as phone email or application systemManage customer information needs and proactively provide information to appropriate internal departments when information is not available incorrect or outside established normsMaintain detailed knowledge of the procedures policies and strategies of the supported business unitIdentify process improvement opportunities and make recommendation to the supervisor or managerMeet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standardsCustomer ServiceFirst point of contact for candidate/producer informationProvides accurate and thorough information to the customer base through both verbal and written communicationMust retain an in-depth knowledge of business rules set forth by the respective regulatory agency to accurately guide candidates and licenseesAccurately track and document customer interactions pertaining to licensing applications/recordsMust retain an in-depth knowledge of business rules set forth by the respective state regulatory agency to accurately guide candidates applicants and licenseesQUALIFICATIONS:High school diploma or equivalent required3 years of experience in a high-volume transaction processing environment3 year of customer service experienceStrong data entry experienceExcellent communication skills - both oral and writtenProblem solving skillsInterpersonal skillsOrganized and detail orientedAbility to work within a teamGood multi-tasking and time management skillsAbility to process a high volume of work within set timeframes Key Skills EAM,Electrical Controls,Cyber Security,Business Administration,Corporate Marketing Employment Type : Full-Time Experience: years Vacancy: 1