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Pearson · 2 weeks ago

Customer Service Support Assistant

Durham, NC

Full-time

Hybrid

Entry Level

$17.75/hr - $17.75/hr

3+ years exp

Pearson is the world's lifelong learning company, dedicated to helping people realize their potential through education. They are seeking a Customer Service Support Assistant who will be responsible for processing and evaluating licensing applications, responding to customer inquiries, and ensuring compliance with regulatory requirements.

BooksDigital MediaEdTechEducationHigher Education

H1B Sponsor Likely

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

Qualification

Customer service experienceData entry experienceProblem solving skillsCommunication skillsOrganizedMulti-taskingInterpersonal skillsDetail orientedTeamworkTime management

Required

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 timeframes

Company

Pearson

Glassdoor3.7

Pearson operates as a media and education company that offers a wide range of services to its customers.

Founded in 1998

London, England, GBR

10001+ employees

https://www.pearson.com/

H1B Sponsorship

Pearson has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (1)

2021 (1)