Advanced Associate, Universal Advisor

Pearson

16h • $20 - $23 • Remote

About The Position

The Universal Advisor is a key member of the Enrollment Experience (EE) team, serving as a trusted advisor and subject matter expert throughout the enrollment process. This role ensures a seamless and efficient experience for prospective families and internal stakeholders by providing expert guidance, resolving issues, and supporting frontline staff.
Universal Advisors also play a critical role in implementing new technologies, offering training, coaching, and hands-on troubleshooting to support successful adoption and continuous improvement throughout the organization.
Success in this role requires strong communication skills, adaptability, and the ability to collaborate effectively across teams.

Requirements

• Must demonstrate a commitment to professional conduct and accountability.
• Flexibility to work shifts aligned with varying Hours of Operation, including evenings, nights, and weekends as needed.
• Required to have the appropriate means to work remotely, including adherence to our work-from-home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.
• Experience providing application or enrollment support in a customer-facing, high-volume environment, with prior call center or customer service experience strongly preferred.
• Proficiency with Windows, MS Suite, and CRM platforms (Salesforce experience preferred).
• Skilled at working with multiple systems simultaneously in a fast-paced, virtual environment.
• Strong analytical and reasoning skills with the ability to navigate ambiguity and apply critical thinking.
• Proven ability to prioritize tasks, manage competing deadlines, and consistently achieve results.
• Collaborative leadership skills with the ability to both lead initiatives and contribute as an effective team player.

Responsibilities

• Serve as the primary point of contact and a trusted advisor for Enrollment Experience (EE) processes, guiding internal teams and external stakeholders with a customer-centric approach.
• Provide expert support on complex enrollment scenarios, collaborating across departments to resolve issues efficiently and maintain service excellence.
• Lead training and coaching efforts for new hires and frontline staff, supporting onboarding, skill development, and the adoption of new technologies to promote first-call resolution and continuous improvement.
• Develop and maintain resources, documentation, and knowledge articles that streamline workflows and ensure consistent, high-quality service delivery.
• Identify and address process inefficiencies, including gaps, bottlenecks, and risks, while recommending and implementing improvements that reduce escalations and enhance operational effectiveness.
• Facilitate meetings, deliver engaging presentations, and ensure timely follow-up on decisions and action items to support alignment and accountability.
• Monitor key performance indicators, risks, and opportunities to ensure alignment with leadership priorities and organizational OKRs.
• Foster a culture of inclusion, collaboration, accountability, and technical excellence through proactive engagement and cross-functional partnership.
• Perform additional responsibilities as needed, including customer-facing tasks, to support business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed