Senior Specialist, Customer Resolution

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.

Step Up For Students offers an excellent benefits package:

SUFS Total Rewards

Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development


JOB SUMMARY

The Specialist, Application Services supports the accurate and efficient processing of scholarship applications and the determination of applicant eligibility in accordance with program guidelines. This role focuses on operational execution, data integrity, and system optimization, ensuring timely and accurate entry and management of application data across all platforms. The Specialist works closely with Application Services Management and cross-functional teams to maintain efficient workflows, troubleshoot issues, and support continuous process improvement initiatives.


KEY RESPONSIBILITIES

◦ Analyze and research complex application processing escalations.
◦ Ensuring scholarship students are in the correct status.
◦ Accurately processes applications and determine eligibility by reviewing documentation and accurate calculations when applicable in accordance with established guidelines.
◦ Reviews appeals and provides determination resolution.
◦ Research suspended/on-hold application errors.
◦ Initiate external contact by telephone to customers for clarification on application information.
◦ Identify and report any suspected fraudulent activity or red flags within application and ensure each are appropriately addressed prior to final approval.
◦ Special projects assigned by management.
◦ Participate in regular staff meetings, training/testing programs and leadership sessions.
◦ Seek and suggest efficiencies for manual and online entry operations.
◦ Identify processing deficiencies by informing leadership.
◦ Suggest ways to improve work processes, complaints, and productivity.
◦ Identify personal internal/external education and/or training needs.


EDUCATION & EXPERIENCE

REQUIRED:

◦ Demonstrated success and a proven track record of professional/life experience in specific job functions, projects, industries or military service can substitute for professional experience and/or formal education requirements.
◦ 3–5 years of experience in application processing, mortgage loan processing, customer service-related processing, related fields and/or education-related environments.
◦ Associate’s degree preferred; equivalent experience considered.
◦ Strong analytical skills with the ability to interpret information, troubleshoot issues, and follow structured workflows.
◦ Familiarity with enterprise systems, digital platforms, and cloud-based applications. ]
◦ Bilingual in Spanish preferred.


PREFERRED:


KEY COMPETENCIES

◦ Ability to work independently with a strong sense of focus, task-oriented, nonjudgmental, and clear sense of boundaries.
◦ Ability to think critically and make decisions using sound judgement, experience and existing tools/resources, including applicable rules/regulations.
◦ Ability to explain documentation requirements and overcome objections or obstacles on outstanding issues.
◦ Ability to prioritize multiple tasks in a fast-paced environment.
◦ Ability to communicate effectively, both verbally and in writing, with individuals inside and outside the Organization.
◦ Must be willing to work in a collaborative, fast-paced, structured team environment and can adapt quickly to change.


CORE VALUES

Step Up For Students believes strongly in two key core values to carry out their mission of “We empower families to pursue and engage in the most appropriate learning options for their children.”:

◦ Everyone is an asset.
◦ Every event is an improvement opportunity.


To maintain a positive and effective organizational culture, employees are expected to demonstrate these two core values in their everyday work.


WORKING CONDITIONS & EQUIPMENT USE

◦ Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
◦ Valid driver license with proof of insurance.
◦ Must be able to lift up to fifteen (15) pounds.
◦ Frequent use of office machines to include telephone, computer, and printer.


Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.