Southern New Hampshire University
Dispute Resolutions Specialist
Southern New Hampshire University, Hooksett, New Hampshire, us, 03106
Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.
Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.
Make an impact - from near or far
At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.
We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.
The opportunity
Leverage
Job Description
The Dispute Resolution Specialist ensures that all student complaints assigned are impartially investigated and fairly resolved within established timeframes. They navigate concerns which interact with policy, procedure, and best practices across the university; most frequently in the areas of Academics, Admissions, Advising, and Student Finance.
This is a remote friendly position (#LI-Remote). You will report to the Dispute Resolutions Team Lead.
In this Role:
You will directly engage by email and phone with students who have initiated the university's dispute resolution and Emergency Withdrawal processes. Ensure all concerns are understood and all intended documentation received. You will use independent research, judgment, and resources to assess each student concern in accordance with university policy, SNHU Core Values, compliance standards, and legal principles. You will function as each student's contact throughout the dispute resolution process, to include timely address of all inquiries and drafting of resolution outcomes at case conclusion. You will resolve student concerns in collaboration with relevant partners and leadership across the university, following established processes to achieve resolution. You will collect, produce, and maintain documentation, progress notes, and case files which detail research, daily progression and outcome of each case. You will provide timely administrative support related to the resolution of each case, ensuring that each is addressed in an efficient and organized manner. You will identify student complaint trends and proactively propose recommendations for address. You will have responsibilities and activities that may change or be assigned as needed. What we're Looking For:
Bachelor's degree. Three plus years of related experience. Possesses good judgment, discretion, and the ability to communicate clearly and effectively, both orally and in writing, when working with all partners associated with the student dispute process. Understand and embody the University's core values in all interactions and services provided to students. Develop professional relationships throughout all interactions. Work independently and with strong organizational skills to balance the daily responsibilities of the role and meet departmental service level agreements.•Demonstrated history of research, critical thinking, analysis, and problem-solving skills necessary to correctly identify issues and propose accurate recommendations concerning student complaints. Possess a working knowledge of relevant higher education rules and regulations, and the ability to objectively analyze complaint information within the context of SNHU policy/procedures and external regulations. Familiarity with compliance issues and working knowledge of state and federal laws relating to student's rights and responsibilities. Adapt to evolving priorities while maintaining attention to detail. Developed skill working as a member of a team and with willingness to support the overall success of the team. Demonstrated computer literacy with Microsoft software (Excel (can maintain complex spreadsheets), Outlook, etc.) and ability to navigate internal systems unique to SNHU. This is a remote position.
We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.
Compensation
The annual pay range for this position is $42,607.00 - $68,185.00. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $47,081.00 - $63,698.00.
Exceptional benefits (because you're exceptional)
You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:
High-quality, low-deductible medical insurance Low to no-cost dental and vision plans 5 weeks of paid time off (plus almost a dozen paid holidays) Employer-funded retirement Free tuition program Parental leave Mental health and wellbeing resources
Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.
Make an impact - from near or far
At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.
We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.
The opportunity
Leverage
Job Description
The Dispute Resolution Specialist ensures that all student complaints assigned are impartially investigated and fairly resolved within established timeframes. They navigate concerns which interact with policy, procedure, and best practices across the university; most frequently in the areas of Academics, Admissions, Advising, and Student Finance.
This is a remote friendly position (#LI-Remote). You will report to the Dispute Resolutions Team Lead.
In this Role:
You will directly engage by email and phone with students who have initiated the university's dispute resolution and Emergency Withdrawal processes. Ensure all concerns are understood and all intended documentation received. You will use independent research, judgment, and resources to assess each student concern in accordance with university policy, SNHU Core Values, compliance standards, and legal principles. You will function as each student's contact throughout the dispute resolution process, to include timely address of all inquiries and drafting of resolution outcomes at case conclusion. You will resolve student concerns in collaboration with relevant partners and leadership across the university, following established processes to achieve resolution. You will collect, produce, and maintain documentation, progress notes, and case files which detail research, daily progression and outcome of each case. You will provide timely administrative support related to the resolution of each case, ensuring that each is addressed in an efficient and organized manner. You will identify student complaint trends and proactively propose recommendations for address. You will have responsibilities and activities that may change or be assigned as needed. What we're Looking For:
Bachelor's degree. Three plus years of related experience. Possesses good judgment, discretion, and the ability to communicate clearly and effectively, both orally and in writing, when working with all partners associated with the student dispute process. Understand and embody the University's core values in all interactions and services provided to students. Develop professional relationships throughout all interactions. Work independently and with strong organizational skills to balance the daily responsibilities of the role and meet departmental service level agreements.•Demonstrated history of research, critical thinking, analysis, and problem-solving skills necessary to correctly identify issues and propose accurate recommendations concerning student complaints. Possess a working knowledge of relevant higher education rules and regulations, and the ability to objectively analyze complaint information within the context of SNHU policy/procedures and external regulations. Familiarity with compliance issues and working knowledge of state and federal laws relating to student's rights and responsibilities. Adapt to evolving priorities while maintaining attention to detail. Developed skill working as a member of a team and with willingness to support the overall success of the team. Demonstrated computer literacy with Microsoft software (Excel (can maintain complex spreadsheets), Outlook, etc.) and ability to navigate internal systems unique to SNHU. This is a remote position.
We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.
Compensation
The annual pay range for this position is $42,607.00 - $68,185.00. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $47,081.00 - $63,698.00.
Exceptional benefits (because you're exceptional)
You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:
High-quality, low-deductible medical insurance Low to no-cost dental and vision plans 5 weeks of paid time off (plus almost a dozen paid holidays) Employer-funded retirement Free tuition program Parental leave Mental health and wellbeing resources