Do you have a passion for getting things right? Do you love having ownership for your work?
The Operations Compliance Specialist is all about engaged listening and making educated decisions based on what is heard from our recorded calls between our advisors and our students. Your attention to detail will be key in making sure our organization is compliant in the ever-changing world of higher education. If you'd like to join this collaborative and close-knit team, apply to learn more!
The Operations Compliance Specialist II position is a full-time employment opportunity. We are looking for an Operations Compliance Specialist II who will be responsible for various functions that ensure the quality and consistency of the student experience and compliance with all Admissions, Student Services, Student Inquiry, and Financial Aid policies and procedures. In addition, the Operations Compliance Specialist II will be responsible for assuring workforce quality and compliance with policies and procedures required by Department of Education and Attorneys General reviews, investigations, and new regulations. This position will be an integral part in supporting the Operations Compliance Department and the development of the organization.
Essential Job Duties:
Monitor prospective and current student calls to assure compliance and quality of the student experience.
Assure enrollment, student services, student inquiry and financial aid processes are presented according to standard operating procedures.
Provide feedback and detailed analysis of the quality of the student experience via random phone call monitoring, focused monitoring, speech analytics, mystery shopping, and file review
Closely work with HR and Operations management to identify, develop, and communicate corrective action plans for student-facing staff based on compliance issues the Operations Compliance team identifies. This includes follow-up on corrective action plans. This covers all personnel actions up to and including terminations.
Interact with employees, human resources, and front line and middle management on quality monitoring results, trainings, compliance support, corrective actions and the appropriate application of discipline
Deliver weekly compliance and quality assurance reports.
Other duties as assigned. Frequent special projects (e.g., projects in support of Attorney General requests, corporate compliance, etc.)
Advancement to Operations Compliance Specialist II requires a high level of performance, acquisition of skills, experience, and cross-training as an Operations Compliance Specialist I. An exception to this requirement may be made for candidates having needed, specialized expertise
At least 12 months' progressively greater experience and responsibilities as an Operations Compliance Specialist I. An exception to this requirement may be made for candidates having needed, specialized expertise
Excellent skills in Microsoft Office applications
Attention to detail required
Able to stop one activity and move to another with flexibility based on need
Quality assurance experience in a call center preferred
6 months of experience in a Student Facing position