Document Resolution Specialist

Summary:  The Document Resolution Specialist is responsible for monitoring the attainment of documents from institutions of learning for Digital Services. The primary focus is on supporting the following department’s admissions, financial aid, and education in obtaining proof of high school graduation (POG)/GED, transcripts from colleges and universities, international transcript processing, supporting the POG Review process, when required, and aid in the collection/upload of other entry-point documentation. They will support the data tracking in CRM and SIS systems, including uploading and ensuring accuracy. They will support financial aid with Wonderlic pulls to complete files. They will contribute to weekly meetings with the Digital Services Operations Team.

They are to uphold the standards and guidelines for customer interactions during initial/continuing outreach and for the attainment of documents.  Ultimately, this position is responsible for continuously improving the overall quality of the documentation collection and upload, through developing processes and using current systems, to ensure all compliance standards are met/exceeded, simplify student onboarding, and accelerate the completion of prospective/continuing student files.

This position also requires adherence to CHCP’s core values, which are the basic elements of how we go about our work. They are the practices we use (or should be using) every day in everything we do. Our core values are a small set of timeless guiding principles which we live by and include:

Core Values:

• Innovation - We embrace organizational goals and drive positive change.
• Compassion - We care about our students, their future employers, and the communities that they serve.
• Accountability - We are committed to responsibly upholding and reinforcing our values.
• Respect - We are accepting and considerate of others, regardless of background, abilities or beliefs.
• Excellence - We execute our goals with passion and purpose and strive for the highest quality in our results.

Key Job Elements:

Major Duties and Responsibilities:

• Document Resolution Specialist will redirect communications from reviewed staff members to their leadership team. This position will not conduct or engage in individual student review sessions.
• Monitoring and tracking missing proof of graduation and college transcripts for each starting class.
• Ensure communications comply with company polices, as well and regulatory entities.
• Provide daily reports monitoring volume of POGs/transcripts completed at the end of shift worked.
• Review and upload all proof of graduation transcripts submitted and requiring upload to CampusNexus.
• Ensure accurate tracking of processing transcript orders completed in the appropriate database. And email proof of receipt to supervisor.
• Contact third party vendors, schools and universities to retrieve official transcripts or proof of graduation documents.
• Process and keep tracking of Proof of Graduation documents submitted for POG Review.
• Request and process orders for Foreign Transcripts, high school diplomas/transcripts and College official transcripts.
• Ensure to send out weekly/bi-weekly reports to the Admissions team to provide transparency with missing documents.
• Review and upload background check for Pharmacy program requiring upload to CampusNexus.
• Review and upload student documents for Registrar, Admissions and Financial Aid requiring upload to CampusNexus.
• Manage TEAMS trackers assigned the Document Resolution Specialist.
• Foster and maintain positive working relationships with external educational institutions.
• Provide feedback to management to ensure each student is receiving the best experience.
• Provide positive feedback and reinforcement for better processes. Other duties as assigned including: attend weekly meetings and quick huddles as prompted.
• Provide feedback to leadership team on trends and recommendations for training opportunities.
• Ensure reports are completed by designated deadline, and communicate prior to falling behind.

Campus Relationships

• Connect with other campuses, as required to garner transcripts and prior submitted POG.

Job Requirements: Knowledge, Skills, Abilities, and Accountability:

• Knowledge:
• 1 year minimum experience in administration, database management, or like position.
• Preferred – 1 year experience in a K12 registrar or like student support role.
• Proven record of accomplishment in prior / current employment.
• Experiencing in leveraging integrated systems, including TEAMS, working with CRM, and Educational Institutions.

• Skills:
• Exceptional written and verbal communication skills.
• Ability to multitask, adjust to competing demands, and communicate prior to falling behind on tasking.
• Superior organizational and problem-solving skills.
• Goal-oriented and highly ethical.

• Abilities:
• Ability to listen to others (e.g., students, staff, etc.) and to understand and respond positively to their requests.
• Ability to set aside biases and be objective in listening, and in written communications.
• Ability to adapt to changing assignments and multiple priorities.
• Ability to manage multiple tasks and successfully meet deadlines.
• Proven ability to learn new systems quickly, and compare alternate solutions.

• Accountability:
• Upload approved Proof of Graduation and POG Review documents for the POG Committee to Campus Nexus.
• Order and process transcripts/diplomas for POG, Foreign Evaluations and College Transcripts.
• Submit copy of receipt to supervisor after purchase.
• Maintain trackers for missing Proof of Graduation, Official Transcripts, background check, Financial Aid, Registrar, RT, Document Requisition and Propel.
• Upload Admissions documents to Campus Nexus as needed to support other departments.
• Upload background check documents to Campus Nexus.
• Be prepared for internal and partnership meetings.
• Complete all ICARE University course trainings and Cybersecurity Awareness.
• All aspects of Admissions material is property of CHCP and not to be disclosed outside of the Admissions department without approval.