Our Ability Jobs

Do you enjoy actively engaging and supporting internal and external customers? Pearson VUE is hiring Customer Service Administrators to join us as Licensing Specialists.

These Customer Service Administrators are responsible for processing and evaluating a high volume of licensing applications, phone calls and emails regarding the licensing process, and responds to customer inquiries regarding specific licensure questions and inquiries. Licensing Specialists process a variety of applications, each with its own underlying statutes, rules, policies, and other licensing requirements. They serve as a first point-of-contact for licensing and application processing and execute the application process in accordance with the business rules established by the respective state regulatory agencies. This includes application processing that may include license issuance, ensuring educational requirements are met, including guiding, and assisting applicants and licensees via written and oral communication.

The ideal candidate will serve as a resource for our customer inquiries, questions, and various needs, ensuring customer satisfaction is met for all aspects of the customer relationship. You will deliver services and information to customers in a professional, accurate and timely manner via a variety of communication channels while utilizing multiple computer applications.

This is a hybrid position out of our Durham, NC location, working in the office 3 days/week. This position is Monday-Friday, 8-hour shift between the hours of 8am-6pm.

The pay rate for this position is $17.75/hour.

PRIMARY RESPONSIBILITIES

Application Analysis/Processing

• Analyzes application information and documentation for licensure/certification to ensure compliance with business rules set forth by the regulatory agency

• Requires thorough knowledge of the business rules for a multitude of services and license types

• For the Insurance Program: includes individual and agency continuation, individual and agency new license, miscellaneous requests, and application certification

• For the Bail Bond and Collection Agency Programs: requires analysis and processing of all incoming applications, according to the business rules established by the regulatory agency

• Requires thorough knowledge of the business rules for a multitude of services and license types

• Additional tasks may include the issuance of individual certificate/license for candidates who require exception processing

• Analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures. Requires thorough knowledge of the business rules for a multitude of services and license types

• Utilizing multiple web-based platforms to document and verify licensing requirements for applicants.

• Manage all customer contacts within established procedures and performance standards

• Formally respond to customer contacts and inquiries via multiple channels such as phone, email or application system

• Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms

• Maintain detailed knowledge of the procedures, policies, and strategies of the supported business unit

• Identify process improvement opportunities and make recommendation to the supervisor or manager

• Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards

Customer Service

• First point of contact for candidate/producer information

• Provides accurate and thorough information to the customer base through both verbal and written communication

• Must retain an in-depth knowledge of business rules set forth by the respective regulatory agency to accurately guide candidates and licensees

• Accurately track and document customer interactions pertaining to licensing applications/records

• Must retain an in-depth knowledge of business rules set forth by the respective state regulatory agency to accurately guide candidates, applicants, and licensees

QUALIFICATIONS:

• High school diploma or equivalent required

• 3 years of experience in a high-volume transaction processing environment

• 3 year of customer service experience

• Strong data entry experience

• Excellent communication skills - both oral and written

• Problem solving skills

• Interpersonal skills

• Organized and detail oriented

• Ability to work within a team

• Good multi-tasking and time management skills

• Ability to process a high volume of work within set timeframes

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 17777