Business Services Representative at Ascend Learning, Inc. in Gilbert, Arizona

Job Description:

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

 

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principal realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

Since 1987, the National Academy of Sports Medicine (NASM) has set the standard in certification, continuing education, solutions and tools for health and fitness, sports performance and sports medicine professionals. NASM has pioneered evidence-based health and fitness solutions that optimize physical performance and allow individuals to achieve a variety of fitness activity goals.

 

Position Summary:

This position serves as an escalation point regarding financial information management and payment collection. The role reviews and processes return and refund cases for customers.

 

Responsibilities:

• Serve as the escalation point for customer inquiries and concerns and provide feedback to the Business Service Representative I based on audits and review of work.


• Assist the Business Service Representative I with handling the inbound phone queue, live chats, and outbound calls regarding financial customer account maintenance and payment collection.


• Provide declined payments, payments received, and various NLS loans reports.


• Handle outbound payment collection communications for past due accounts.


• Audit and process refunds and returns for customers and void applicable loans.


• Assist Business Services Manager with specialized projects such as yearly audit, monthly write-offs, and creating standard operating procedures.

 

Education & Experience:

• High school diploma or equivalent


• Two to five years of experience in the field or in a related area

 

Skills & Abilities:

• Strong computer skills with proficiency in Microsoft Office


• Moderate to advanced skill level with Microsoft Excel


• Knowledge of Microsoft Dynamics CRM, Great Plains Financial Systems, and Nortridge Loan Management Platform is preferred


• Demonstrates strong attention to detail


• Excellent customer service skills


• Ability to interact and communicate effectively and professionally over the phone and through e-mail Experience within a phone queue environment


• A wide degree of creativity and latitude is expected


• Familiarity with a variety of the field's concepts, practices, and procedures with specific knowledge of accounts receivable, refunds and returns, and decline payment analysis


• Relies on experience and judgment to plan and accomplish goals


• Strong analytical ability needed to perform a variety of complicated tasks

 

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

 

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