Enrollment Representative

Talascend is seeking a professional, skilled individual for our Enrollment Representative position located in Herndon, VA.

The core hours of work are 8AM - 4:45PM ET Monday thru Friday. This department occasionally has mandatory overtime and the amount of overtime can range depending on business needs. This is a temporary position with the opportunity to convert to full time employment.

About the Role:

The Representative, Compliance Activations is responsible for leading the implementation phase for new client set-up for compliance services. The Representative is also responsible for the timely and accurate processing of information and serving as the immediate liaison between the department and external clients. The Representative performs administrative and operational support tasks that may include: processing and filing documents, maintaining databases, and assisting users with account access/onboarding. In an effort to ensure positive experiences for all clients, the incumbent will correspond with, and offer assistance to internal and external clients. The incumbent will also ensure that all data is within compliance by analyzing and comparing information against the established standards and by performing all tasks promptly without jeopardizing the integrity of the data.

Currently, this is a remote-first position, and this position may be required to periodically work on-site at our office and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.

How You Contribute:

• Drive customer activations to successful release by managing scope, training, timeline, and the client relationship.
• Coach clients on file formatting, administration, reporting, and submission of files.
• Build profiles, document progress and provide administrative support.
• Educate clients on best practices to maximize the value of the services.
• Support clients with file and data inquiries such as file errors and warnings, updating inaccurate data, and submission schedules.
• Identify and propose updates to implementation documentation.
• Process and analyze data files to ensure they meet organizational data integrity standards and compliance reporting requirements, as appropriate.
• Participate in department meetings, trainings, and other formal and informal events.
• Collaborate with the Audit Resource Center and department leadership on escalations and support calls.
• Follow and refine best practices to ensure alignment between product, relationship management, and operations about service implementations.
• Plan, manage, and communicate the progress of the implementation, both internally and externally.
• Manage client touchpoint frequency and training to ensure a complete and comprehensive onboarding experience.
• Answer inbound inquiries using multiple communication channels (email, phone, etc.) and thoroughly document details in Salesforce.
• Effectively communicate with internal and external customers to ensure complete, accurate, and timely responses/resolution.
• Demonstrate openness to new perspectives and ideas.
• Build trust with internal and external stakeholders by demonstrating consistency between words and actions.
  
  

Position may be required to perform other duties as required. These essential functions are representative of those that must be met by an individual to successfully perform the job. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions.

What You Bring to the Table:

• Some college, or an equivalent combination of education and experience, including through military service will be considered.
• 0-2 years of experience in customer service or client management.
• Competency with computer skills (e.g., for database, web applications, and email).
• Experience working with Microsoft Office Suite (with a focus on Outlook and Excel).
• Strong critical thinking and active listening skills.
• Strong verbal and written communication skills.
• Demonstrated ability to adapt to changing priorities and procedures.
• Must live within a commutable distance to Herndon, VA
• Must be at least 18 years old.
  
  

Additional Desired Requirements:

• Bilingual (Spanish).
• Undergraduate degree.
• Experience:
• With the student loan industry, higher education industry, and/or web order management.
• Working with data, and/or reviewing and analyzing large volumes of data.
• With Salesforce.
• Strong interpersonal skills.
• Demonstrated ability to remain poised under pressure and work effectively on teams.

Physical Demands:

• Use of a computer for 8 or more hours a day.
• Use of a copy machine and telephone.
• Frequently required to sit for 7 or more hours per day.
• Occasionally required to use hands and fingers to operate, handle, and reach.
• Vision abilities include close vision and the ability to adjust focus.
• Must have oral communication and hearing abilities.
  
  

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.

Background Check and Drug Screen may be required.

Pay range is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. Talascend also offers a variety of benefits including: health and disability insurance, 401(k), EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, plan requirements, schedule type, and client work site mandates.

Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.