Bridgepoint Education Student Dispute Resolution Specialist II in San Diego, California
Student Dispute Resolution Specialist II
Do you pride yourself in providing an amazing student experience? Do you consider yourself a conflict resolution ninja? At Bridgepoint Education, we are looking for a talented dispute resolution professional. As a Student Dispute Resolution Specialist II, you will have the chance to assist our students when they need it the most: when they are in need of help and can use a fair advocate for their case. If researching details and de-escalation is a skill you have mastered, we want to meet you!
Bridgepoint Education, Inc. (NYSE:BPI) harnesses the latest technology to reimagine the modern student experience. Bridgepoint owns two academic institutions -- Ashford University and University of the Rockies. Together, these programs, technologies, and resources represent a unique model for advancing education in the 21st century. Bridgepoint stands for greater access, social learning, and exposure to leading minds. For more information, visit www.bridgepointeducation.com or www.facebook.com/BridgepointEducation.
Passionate -- We change lives through education.
Trusted -- We are confident in each other to do the right thing.
Ownership -- We are accountable for our results.
Excellence -- We succeed through ongoing development, growth and improvement.
Attitude -- We have a positive and determined mindset.
Teamwork -- We promote a collaborative and caring work environment.
The Student Dispute Resolution Specialist II position is a full-time employment opportunity. Reporting to the Student Dispute Resolution Manager.
Essential Job Duties:
80% - Day-to-day:
Serve as case handler for student complaints received through internal complaint processes. Serve as an advocate for fairness of the resolution process without being an advocate for any involved party. Exercise discretion and tact while interacting by any means of communication with students, faculty, staff, and administrators while helping them reach a resolution. Use dispute resolution techniques to calm and deescalate upset complainants.
Research complaint details by reviewing student accounts/history and requesting required supporting documentation from students in order to facilitate a complaint resolution.
Exercise independent judgment and experience to creatively resolve problems in adherence with university policies.
Utilize individual judgment to make reasonable conclusions and recommendations for the complaint resolution, develop dispute resolution correspondence and deliver to appropriate parties within required timeframes.
As per required timeframes, prepare written responses and settlement agreements, as needed, regarding student-initiated complaints. Ensure that all elements of the complaint are thoroughly identified and addressed in the reply.
Collect, document, and secure all relevant written and verbal interactions with all parties, including University personnel, in the database/tracking system per required timeframes.
Safeguard student information and confidentiality per FERPA guidelines.
20% - When required:
Serves as a contact for the Student Dispute Resolution Center (SDRC) by responding to voicemails, telephone calls, and emails from students.
Review all incoming complaints to identify the students concerns, determine complaint eligibility through the SDRC processes and if eligible direct the concerns to the SDRC team. If not eligible, refer to appropriate points of contact.
Conduct daily advising sessions with students and other individuals seeking resolution of a concern.
Collaborate with appropriate staff members to ensure support of the business units in a wide range of matters, including audits, public, and other legal filings, policy administration, and other departmental inquiries.
Other duties as assigned.
Excellent written and verbal communication skills. Demonstrated ability to develop appropriate correspondence to students and other stakeholders.
Strong conflict resolution skills. Possess good judgment and discretion when interacting with internal and external constituencies with the ability to independently instruct students of their options based on university policies, and external regulations.
Detail-oriented with accomplished research, critical thinking, analytical, and problem-solving skills to recognize issues, define problems, and identify alternatives to proposed solutions in relation to student complaints.
Strong organizational skills sufficient to prioritize and complete work independently and to adapt to evolving priorities and goals while meeting departmental time requirements.
Team player: demonstrated skill as a team member with a willingness to support the overall success of the team.
Working knowledge of company/university policies, and state and federal regulations relating to student rights and responsibilities.
Demonstrated proficiency, intermediate to advanced, in MS Office software programs (Outlook, Word, Excel, Access, PowerPoint).
Master's Degree in Dispute Resolution from regionally accredited or approved nationally accredited institutions is preferred.
Three years of related job experience in a higher education environment.
- Bachelor's Degree in Liberal Arts or Dispute Resolution from regionally accredited or approved nationally accredited institutions is required.