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Customer Service Representative/Processing Agent
Pearson
Raleigh, NC, United States
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Description
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Customer Service Representative to join our team based in Raleigh, NC.
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The Customer Service Representative/Processing Agent is responsible for processing a high volume of transactions for State Regulatory Agency Licensing and Certification Programs. The Customer Service Representative/Processing Agentexecutes the application process in accordance with the business rules established by the respective regulatory agency or department. This includes application processing that may include license issuance, ensuring educational requirements are met, scheduling exams, scoring exams and guiding/assisting candidates and licensees via written and oral communication
PRIMARY RESPONSIBILITIES
Application Analysis/Processing
• Analyzes application information and documentation for licensure/certification toensure compliance with business rules set forth by the regulatory agency
• Requires thorough knowledge of the business rules for a multitude of servicesand 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 andprocessing 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 servicesand license types
• Additional tasks may include the issuance of individual certificate/license for candidates who require exception processing
Customer Service
First point of contact for candidate/producer information
Provides accurate and thorough information to the customer base through bothverbal 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
Qualifications
Education and Experience:
• High school diploma or equivalent required
• 1 year of experience in a high volume transaction processing environment
• 1 year of customer service experience
• Strong data entry experience
Skills, Knowledge and Abilities:
• Excellent communication skills - both oral and written
• Problem solving skills
• Interpersonal skills
• Great attention to detail
• Strong organization skills
• Ability to work within a team
• Good multi-tasking skills
• Ability to process a high volume of work within set timeframes