Learner Resolution Specialist

Student Resolution Specialist

Student Resolutions
Exempt, Regular, Grade 1.2
Location: Stateside Remote

The Student Resolution Specialist will be responsible for coordinating the intake and timely resolution of student complaints and disputes and notifying the student and relevant departments of the outcome. Serves as the main point of contact for the routing, escalation and resolution of student issues and liaises with academic and other departments as needed. The Student Resolution Specialist will also analyze dispute resolution data and recommend/initiate changes to policy and procedure based upon data trends. They are the first responder responsible for finding rapid, and accurate solutions to issues escalated through cases, calls, emails and other channels.

Primary Duties:

• Collaborates with internal departments to assist in responding to student complaints and concerns. Interacts with constituents frequently and endeavors towards de-escalation.
• Collaborates with all departments to ensure that complaints are impartially investigated and resolved within established time frames.
• Reviews and develops dispute resolution practices and procedures and assists in the development and maintenance of the dispute resolution system.
• Meet speed to response goals and demonstrate high quality customer service throughout all student and staff interactions

Required Education and Experience:

• Bachelor's Degree
• 1 to 3 years of experience
• Candidates must be able to resolve problems and make decisions independently and determine when an issue needs to be escalated to a higher level. Outstanding communication and problem-solving skills; ability to gather information, analyze it, and develop appropriate options and actions while remaining aware of how all decisions might impact the student as well as other stakeholders and the institution.

Knowledge, Skills, and Abilities:

• Shows excellent verbal and written communication skills while demonstrating emotional intelligence with each interaction with students. Requires the ability to maintain confidentiality and handle sensitive matters with discretion and tact; ability to work within a team and independently; be detailed oriented; ability to manage multiple tasks with tight deadlines; and ability to determine priorities.