About the position
As a Student Services Associate with a Placement Focus at Pearson, you will play a crucial role in supporting the academic placement life cycle for students. This position is designed to work remotely from a home office, primarily serving families in the Eastern Standard Time or Central Standard Time zones. The standard work hours for this role are Monday to Friday, from 9 am to 6 pm EST. Your responsibilities will include reviewing academic and supporting documentation to create accurate course placements, managing student schedules, and assisting with account creation for various instructional support programs. You will also be responsible for maintaining student accounts and ensuring compliance with federal privacy laws, specifically the Family Education Rights and Privacy Act (FERPA). In this role, you will report to the Supervisor of Student Services within the Customer Engagement & Retention Department. You will be expected to manage your daily workflow effectively, ensuring that all tasks are completed in a timely manner and that communication with students and families is clear and supportive. Your ability to adapt to the needs of a diverse student population will be essential, as you will be required to connect with students and families from various backgrounds. This position is ideal for someone who is passionate about education and is looking to make a positive impact in the lives of students through personalized support and guidance.
Responsibilities
- Review academic and supporting documentation to build a thorough academic picture and ensure accurate course placement.
- Create initial student schedules based on age and available information or triage to school-based staff for additional review.
- Complete placement and schedule change requests for enrolled students.
- Assist with account creation for Supplemental Instructional Support Programs and enrollment into requested Clubs & Activities.
- Manage daily workflow to ensure completeness and compliance to expected service levels.
- Review student accounts holistically to speak to outstanding tasks or recommended actions for student success.
- Be a subject matter expert for a group of schools, understanding operational differences that drive processes.
- Organize and complete assigned workflow to ensure effective time management, accurate data integrity, efficient communication, and student retention.
- Maintain student accounts and records, documenting and logging information into the EMS accurately.
- Protect the privacy of student account information through compliance with FERPA.
Requirements
- Problem-solving attitude with an ability to achieve goal-driven outcomes.
- Excellent verbal and written communication skills.
- Self-confidence, patience, empathy, and availability while connecting with students and families.
- Creative, out-of-the-box thinker who takes the initiative to find solutions for online populations.
- Ability to handle and troubleshoot escalated issues with a goal of deescalating the issue.
- Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint).
- Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
Nice-to-haves
- Previous experience in education or academic advising preferred.
- Bachelor's Degree preferred.
- Experience working in a virtual environment.
- Prior experience working in multiple EMS/SIS/Enrollment platforms.
Benefits
- Hourly rate of $21.63
- Eligibility to participate in an annual incentive program
- Remote work schedule
- Flexible working hours
