Advanced Associate, Customer Service

About the position Do you enjoy actively engaging and supporting internal and external customers? Pearson VUE is hiring Advance Associate, Customer Service to join us as Licensing Specialists. These Advance Associate, Customer Service are responsible for processing and evaluating a high volume of licensing applications, phone calls and emails regarding the licensing process, and responds to customer inquiries regarding specific licensure questions and inquiries. Licensing Specialists process a variety of applications, each with its own underlying statutes, rules, policies, and other licensing requirements. They serve as a first point-of-contact for licensing and application processing and execute the application process in accordance with the business rules established by the respective state regulatory agencies. This includes application processing that may include license issuance, ensuring educational requirements are met, including guiding, and assisting applicants and licensees via written and oral communication. The ideal candidate will serve as a resource for our customer inquiries, questions, and various needs, ensuring customer satisfaction is met for all aspects of the customer relationship. You will deliver services and information to customers in a professional, accurate and timely manner via a variety 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.

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
• 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 year 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 timeframes

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