Document Processor

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 members are required to have and maintain 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. 

·       Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

·       Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS: 

Work Environment and Physical Requirements:

• This role requires remaining at a designated workstation for the duration of scheduled shifts (excluding provided breaks and/or meal periods, as applicable) with continuous computer use, typing, reading, listening, and speaking
• Maintain a distraction-free, professional home office during work hours.
• Participate in virtual training sessions via webcam.

Technology and Tools:

• Own or have daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams) and web-based systems.

Core Skills and Abilities:

• Strong attention to detail and accuracy.
• Effective written communication skills, particularly for documenting approvals or rejections.
• Ability to review, interpret, and apply compliance guidelines consistently.
• Adaptability to feedback and guidance from Quality Assurance and management.
• Prioritize and manage tasks effectively to meet deadlines and achieve results.
• Work independently as well as collaboratively in a team environment.

Other Requirements:

• Ability to own and execute projects with minimal supervision.

• Ability to clear required background check

DESIRED QUALIFICATIONS: 

• Previous experience with Stride/K12
• Previous experience in working in a call center environment

·       Salesforce Experience

·       Previous customer service or sales experience with proven record of achievement  

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       This position is virtual and open to residents of the 50 states, D.C.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.