Program Success Associate (Tuition Assistance)

Tuition.io’s Program Success (Tuition Assistance) department is growing and we are looking to add more exceptional associates to the team. This is a fast-paced, operational role including the following responsibilities:

• Prefer candidates who are fluent in Canadian French & English.
• Reviewing tuition assistance applications for approval while ensuring compliance with Tuition.io client benefit guidelines.
• Ensure end user support issues are resolved both completely and timely.
• Meet weekly review quotas.
• Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform.
• Making precise calculations to determine payment amounts for end users.
• Communicate with end users via email, phone and on-line chat.
• This is a full-time role requiring 40 hours/week with occasional overtime hours as needed.
• This is a remote based role that reports to the VP Healthcare & Workforce Services & Tuition Assistance Manager.
• Training for this role will start from 8:00am Eastern and will end at 4:30pm Eastern as training will be conducted by our Team Lead located on the East Coast.
• Once fully trained, this role’s official start and end time will be discussed depending on your local time with a 30 minute meal break.

Qualifications of Our Ideal Candidate:

• Bi-lingual English/French with Canadian French Dialect
• Must be a U.S. resident
• 1+ years of previous tuition assistance experience in a comparable operational role.
• 1+ years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.)
• Excellent verbal and written communication skills
• Empathetic and a good listener
• Strong customer advocate who goes the extra mile
• Team player
• Organized and resourceful with great time-management skills
• Ability to manage multiple support channels including email, tickets, and phone
• Ability to learn and master new processes and procedures
• Ability to thrive in a fast paced environment with rapidly changing priorities
• High level of attention to detail and great problem solving skills
• Bachelor’s degree

Bonus Points

• Knowledge of Student Loans
• Knowledge of Tuition Reimbursement or other educational benefits
• Experience with proprietary, web-based software
• Familiarity with modern workplace software such as Salesforce, Google Workspace, etc
• Bilingual in English/Spanish or French/English

About Tuition.io

Tuition.io is a well-funded, rapidly growing company based in San Mateo, California. Founded in 2012, Our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.io for an overview of our company.

Job Type: Full-time

Pay: $21.64 - $26.44 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: Remote