Job description

Position Summary:
Provide oral and written communication to high school students and B2B clients regarding credits awarded towards a program of study. Evaluate high school transcripts. Maintain student records by adding TR credits. Assist in monitoring student records to ensure academic standards are being met. Provide other clerical support services to the Education and B2B Departments required by department workflow. Persons in this position must also be able to have a flexible work schedule to accommodate changes in workflow to meet required service levels for transcript evaluations.

Essential Job Functions:

• Evaluate transcripts for domestic and B2B students while meeting the required service levels by group
• Answer inbound phone calls from students and clients
• Clarify transcript concerns for clients and students via email, phone or chat
• Make outbound calls to students, clients, schools, and/or parents
• Add appropriate information to student accounts regarding results of evaluations
• Send other letters and emails as needed
• Advise instructional staff if student needs instructional help
• Complete re-evaluations as necessary per client/student request and adjust accounts accordingly
• Maintain Evaluation standards and continuously update knowledge on changing transfer credit guidelines
• Participate in weekly team calibration sessions to ensure accurate evaluations by all team members
• Process Administrative tasks with Parchment Credential Services
• Must adhere to performance requirements as established by Management
• Performs other duties or responsibilities as required or requested

Knowledge, Skills, Abilities:

• Education: Bachelor’s degree required
• Experience: Customer-facing roles; High School Transcript experience, Experience working with faculty/staff/students from a High School level
• Computer Skills: Fluent with MS Office, Five9 outbound dialing, Oracle/Office 365 Email processing, Parchment administration required as well as the ability to learn and adapt to additional software platforms
• Other Requirements:
• Strong written and oral communication skills
• Analyzing data and drawing conclusions
• Previous experience in transcript evaluation or work in a High School preferred
• Ability to multi-task and work efficiently
• Electronic Records processing experience
• Contact Center experience a plus

Equal Employment Opportunity:
At Penn Foster we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.

What We Offer:
We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

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