Senior Customer Experience Document Specialist Job in Ihsmarkit

Responsibilities:

• Assist with training new team members and helping to ensure training materials are updated
• Providing ongoing training sessions to team members regarding specific topics (OCAS, school specific training, common errors, etc.)
• Providing expert knowledge and problem solving support to team members
• Seek innovations to improve the efficiency of the team
• Monitor the effectiveness of the workflow and offer solutions to inefficiencies
• Support team leads in resolving process related escalations
• Support team leads in identifying negative trends in the application process and seeking resolutions
• Resolve application related escalations
• Take ownership of payment issues and troubleshoot either internally or with the school
• Identify common issues/escalations to implement additional training or support as needed
• Assist management in developing and implementing process related policies
• Assist management with identifying gaps in cross team processes and policies
• Assist with developing and implementing policies to ensure efficiency between teams
• Assess applications for adherence to school mandated processes
• Conduct random audits to ensure training is effective and customized
• Work with other teams to improve current school submission processes and to finalize new processes
• Work closely with the Senior Academic Evaluation Coordinators to identify and resolve issues between pre-submission and submission teams