The Customer Service Representative/Operations Processing Agent is responsible for processing a high volume of transactions for State Regulatory Agency Licensing and Certification Programs. The Customer Service Representative/Operations Processing Agent executes the application process in accordance with the business rules established by the respective regulatory agency or department. This includes application processing that may include license issuance, ensuring educational requirements are met, scheduling exams, scoring exams and guiding/assisting candidates and licensees via written and oral communication.

This is a Hybrid position: 3 days onsite, 2 days WFH. (Durham, NC - office will be moving to Raliegh, NC in 2024 calendar year))

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

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

Education and Experience:

• High school diploma or equivalent required

• 1 - 2+ years of experience in a high-volume transaction processing environment

• 1 - 2+ years of customer service experience

• Strong data entry experience

Skills, Knowledge and Abilities:

• Excellent communication skills - both oral and written

• Problem solving skills

• Interpersonal skills

• Great attention to detail

• Strong organization skills

• Ability to work within a team

• Good multi-tasking skills

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

Please submit a resume when completing your application.

Hours: 8am-5 pm OR 9 am- 6pm, Monday through Friday

New Office Address: 5425 Page Rd, Durham NC 27703

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 ppsmhr@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

Req ID: 14247