Document Processor

Stride, Inc. • US - VA - Remote, VA

2d • Remote

About The Position

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.

Requirements

• High School Diploma / GED and relevant work experience, OR Minimum of 2 years of experience in a similar call center role
• 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.
• SIP ALG (Session Initiation Protocol Application Layer Gateway) must be disabled by the provider.
• Ethernet connection is preferred.
• 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.
• 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.
• 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.
• Ability to own and execute projects with minimal supervision.
• Ability to clear required background check

Nice To Haves

• 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

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.
• Efficiently navigate and switch between multiple systems while assisting families.
• Assist families via a chat function to help answer and address document related inquiries.
• Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently.
• 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.
• Accurately record document-related or chat-related data in the Salesforce CRM tool within designated timeframes.
• Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information.
• Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule.
• Participate in virtual training sessions via webcam.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED