Document Processor

Stride, Inc.

Richmond, Virginia

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JOB DETAILS

SKILLS

Call Centers, Customer Relationship Management (CRM) Systems, Customer Support/Service, DSL (Digital Subscriber Line), Data Management, Document Management, Documentation, Establish Priorities, High School Diploma, Identify Issues, Information/Data Security (InfoSec), Multitasking, Performance Metrics, Problem Solving Skills, Record Keeping, Regulatory Compliance, Research Skills, Salesforce.com, Schedule Development, Short Messaging Service (SMS), Software Administration, Systems Administration/Management, Team Player, University/School Policies, Wireless Communications, Work From Home

LOCATION

Richmond, Virginia

POSTED

Today

Job Description

Summary: The Document Processor plays a vital role within our remote call/contact center team, focusing on the efficient handling of student enrollment documentation. Key responsibilities include downloading, uploading, reviewing, and approving or rejecting student documents for enrollment. This position is responsible for processing enrollment applications, managing student records, and maintaining accurate and compliant student files. This position also requires accurately communicating document requirements and next steps to families primarily through chat-based platforms ensuring clarity, professionalism and compliance at all times. The role requires strong technical proficiency in our systems, strict adherence to state and school compliance standards, and the ability to consistently meet performance goals. Success in this position depends on managing high workloads with professionalism, accuracy, and efficiency. This is an excellent opportunity to contribute to our mission of helping families access quality education while being part of a dynamic and collaborative team environment.

Key Responsibilities

· Document Management: Review, process, and maintain enrollment applications and student files with accuracy and adherence to compliance standards. Enter and organize enrollment documents, such as transcripts, birth certificates, proof of residency, and immunization records, into the student records system.

· Document Processing: Verify and maintain information related to prospective and current student accounts, activities, and enrollments. Follow established guidelines for document processing, including quality, productivity, and attendance expectations. Ensure all incoming enrollment documents meet school and state compliance requirements.

· System Proficiency: Use technical systems effectively to manage documentation and enrollment tasks. Maintain secure access to sensitive student records, including special education documents, ensuring confidentiality.

· Customer Support: Provide assistance across various communication channels, including phone, chat, email, and SMS, as needed, to support families and staff.

· Workload Adaptability: Adjust to varying workloads and departmental needs, assisting with diverse inquiries and tasks based on demand. Collaborate with school staff and other departments to review and process student records efficiently. This role requires a high level of organization, adaptability, and commitment to delivering quality results in a fast-paced environment.

Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Multi-Tasking and System Proficiency: Efficiently navigate and switch between multiple systems while assisting families. Assist families via a chat function to help answer and address document related inquiries.

Prioritization and Results-Driven Performance: Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently.

Problem-Solving and School Support: Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies. Escalate incoming and outgoing student record requests to Escalation Team.

Data Management: Accurately record document-related or chat-related data in the Salesforce CRM tool within designated timeframes.

Policy Compliance: Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information.

Remote Work and Flexibility: Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule. Staff are expected to be fully present and give full attention to their work while on the clock. Flexibility is essential, as shifts may change based on business needs, meaning hour requirements could drop down to 20 hours a week during non-peak season.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:

· High School Diploma / GED and relevant work experience, OR

· Minimum of 2 years of experience in a similar call center role

Certificates and Licenses: None required.

System Requirements:

· Our work from home membersarerequired to have andmaintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Satellite, DSL, data plans, wireless or dial-up services are not compatible.

About the Company

Stride, Inc.

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