Hybrid Customer Service Operations Support Administrator

at Pearson VUE

• Job title: Customer Service Operations Support Administrator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $18 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Durham, United States

About the role

• Customer Service Administrator responsible for processing licensing applications at Pearson VUE. Engage with internal and external customers, ensuring satisfaction and compliance in a high-volume environment.

Responsibilities

• 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