Customer Service​/Examinee & Accommodations Coordinator

ROLE SUMMARY

The Examinee & Accommodations Coordinator (EAC) facilitates examinee communications through phone, email, and Live Chat, processes exam applications and accommodation requests, and assists in preparing exam materials and reporting scores. The EAC ensures timely, accurate, and professional interactions with examinees, supports the coordination of accommodated testing, and contributes to the overall efficiency and responsiveness of the Administration Department by delivering high-quality customer service to examinees and stakeholders.

This position also provides backup for the Operations Coordinator, as required.

1.
Act as Live Chat agent:

• Provide excellent customer care that fosters good relationships with examinees.
• Supply accurate, complete, and timely responses to user questions following the One Client – One Agent – One Solution model.
• Provide website links to guide users to additional information.
• Solicit information and specific input from staff, website, and examinee records to use in responses.

2.
Administer financial transactions in Learning Builder (LB):

• Process refunds and manual payments.
• Record financial transactions into LB.
• Supply reports on financial transactions (i.e., refunds, manual payments) to the Finance Department.
• Process applications for state and specialty exams administered by NBCE.

3.
Assist guests and examinees through excellent customer service.

• Answer examinee questions and/or assist an examinee with applications or requests.
• Screen and transfer incoming phone calls while providing basic information when needed.
• Maintain security by following visitor sign-in procedures and issuing visitor badges.
• Welcome authorized visitors to the building and contact staff members who can escort them to the appropriate department.
• Close the building at the end of day, after performing basic security checks.
• Model best practices in customer service and communications via e-mail, often managing multiple inboxes.
• Assist with the timely processing of transcript and certificate requests.
• Maintain accuracy of software with examinee name and address updates, applications, and the posting of scores.
• Inform supervisor of software issues and recommend improvements for rebuilding and upgrading the software for enhanced productivity and ease of access for end users.

4.
Coordinate all aspects of NBCE’s test accommodations program.

• Coordinate an active caseload of examinees with disabilities. Engage in an interactive process with students to determine specific accommodations. Conduct an eligibility review process, interpreting comprehensive psycho-educational evaluations and medical documentation presented by examinees. Determine appropriate reasonable accommodations, based on the mandates of Section 504 of the Rehabilitation Act of 1973, Americans with Disabilities Act (ADA) of 1990, the ADA Amendments Act of 2008, and other applicable federal, state, and local laws with the assistance of supervisor and outside evaluators.
• Maintain accurate and confidential records. Track ongoing and recurrent cases and follow up with examinees as needed. Provide ongoing feedback regarding case management to the supervisor.
• Review test accommodation requests and documentation for completeness. After review and approval by consulting D.C.(s) or outside evaluator(s), return incomplete or improperly completed forms to the examinee with correspondence explaining the problem. Forward properly completed applications and documentation to internal or external evaluators for approval/denial, as necessary.

• Communicate with examinees regarding test accommodation application procedures, disability documentation requirements, and other pertinent information regarding individual accommodations and exam schedules.
• Ensure that all current and accurate test accommodation information is posted on the NBCE websites and to other social media. Interact with college disability coordinators and registrars, as necessary.
• Collaborate with the Administration and Testing Departments regarding the delivery of accommodations. Ensure that all arrangements have been made for the accommodated examinee prior to the…