Document Processor

Stride, Inc.

4d • $15 - $15 • 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
• US residents of the 50 states, D.C.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.
• Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.
• Offers will typically be in the bottom half of the range.
• Workspend offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees