Job Summary

The International Scholarship and Tuition Services Program Support Representative is part of the ISTS Operations team, the department accountable for all day-to-day aspects of educational assistance program administration. This full-time position works closely with all divisions of the department to achieve the company’s strategic goals. The Program Support Representative is responsible for processing application-related documents and answering inquiries via email, phone and live chat to ensure business requirements are achieved. The individuals in this role must make full use of available technology, tools, and resources to maximize efficiency. Initiative and Outward Mindset behaviors are vital in this position and must be consistently demonstrated.

Who We Are

International Scholarship and Tuition Services (ISTS) is committed to making it fun and easy for people to be their best. Established in 1985, we are dedicated not only to providing clients with comprehensive program administration but also to offering guidance, support, and educational resources to the students who apply for these programs. We are the market leader for full-service management of educational assistance programs, making it easy for organizations to support continuing education. We have successfully managed thousands of programs for a diverse clientele across a variety of industries – including Fortune 500 companies, national associations, community foundations, state agencies, and private foundations – and helped to award millions of dollars of financial assistance to students annually.

Key Responsibilities*

Document Processing

• Ability to properly store or input documentation into a proprietary software system.
• Maintain the integrity of documents by reviewing and validating as necessary.
• Develop and maintain document retrieval to support efficient system usage.
• Provide administrative task assistance inclusive of research and data entry.
• Demonstrate quality decision-making ability in evaluating application materials.

Client Experience

• Predict and prioritize the client’s needs and trends based on the daily work with program applicants.
  
• Partner with division stakeholders to track applicant behavior to increase satisfaction.
• Measure the applicant's experience based on processing history.
• Effectively communicate potential methods for increased productivity with the division.

User Experience

• Respond to inquiries about our clients’ educational assistance programs
• Meet or exceed Service Level Agreement expectations
• Demonstrate a professional image in our interactions
• Use resources to educate yourself and maintain a high level of program knowledge

General Expectations

• Perform all responsibilities based on ISTS Core Values.
• Actively participate in opportunities for individual growth and development.
• Collaborate with immediate supervisor to determine areas for professional development to implement Professional Development Plan (PDP).
• Participate in internal and external training, webinars, etc. related to growing your role and industry knowledge.
• Attend and actively participate in departmental and company-wide meetings, volunteer opportunities, and events to foster trust and teamwork.

• A copy of the full job description will be provided during the interview process. This posting is designed to provide a general overview of the requirements of this role.

Key Competencies

• Problem-Solving
• Decision Making
• Time Management
• Planning
• Customer Focus
• Drive for Results

What You Should Know

• This position operates from your professional home office with infrequent travel for any required company and/or team meetings in Nashville, TN.
  
  • You will be provided with the equipment necessary to perform this role but are expected to provide a safe and professional environment from which to work.
• Although we are a registered employer in the following states: Tennessee, Arkansas, Colorado, Florida, Kentucky, Indiana, Minnesota, Montana, New Jersey, Ohio, Pennsylvania, Utah, Virginia, and Wisconsin we may be open to applicants living in additional states. We are unable to sponsor international applicants for employment purposes.
  
• The final candidate must successfully pass a criminal background check, drug screen, and reference check upon offer.
  
• At ISTS, Diversity, Equity, Inclusion, and Belonging have always been part of who we are, and no matter what role they fill, everyone at ISTS is an important piece of the puzzle that helps us celebrate our differences while working as a cohesive team.
• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Benefits

ISTS offers excellent benefits, including medical with a Health Savings Account (HSA), dental, vision, voluntary insurance through Aflac, short- and long-term disability insurance, group life insurance, 401(k) retirement plan, paid time off, (flexible PTO after your first year), holiday pay, and a profit-based incentive plan.

What We Require

• Preferred education or experience:
  • Associate degree or equivalent experience
• Previous experience in a customer-facing role
• Previous experience with computer-based work and Office 365 products

What You Will Need (Knowledge, Skills, and Abilities)

• Strong digital literacy including software (Word, Excel, Teams, and other software), email communication tools, and web-based applications.
• Experience providing customer service including a strong commitment to delivering an extraordinary experience.
• Ability to understand and apply rules, regulations, policies, and procedures.
• Ability to communicate key and critical information in a timely fashion.
• Adept at gaining the confidence and trust of others through honesty, authenticity, and acceptance of responsibility.
• Desire to exemplify excellence through diversity by creating a welcoming and inclusive environment.
• Ability to create new and better ways for the organization to be successful.
• Resourceful in building partnerships and working collaboratively with others to meet shared objectives.

Important Application Instructions

• International Scholarship and Tuition Services utilizes Culture Index as a tool to ensure that we're setting people up for success in each role.
• The first step of our application process is to complete a Culture Index Survey here: https://take.surveys.ci/s/0943210000/37606
• You will also receive an email with this link if you apply, but if this position interests you, please note that you will only be considered if you complete the survey in addition to submitting your application.

International Scholarship and Tuition Services, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.