The role of the Parent Fee Support Intern involves providing crucial administrative and customer service support related to parent fee management within Nova Pioneer. This role focuses heavily on engaging families via email and phone calls to manage statements, address queries, and support the financial clearance process for students.
Key Responsibilities
Family Engagement through Email - Zendesk
Respond to family emails coming in through Zendesk.
Maintain a positive, empathetic, and professional attitude towards customers at all times.
Ensure customer queries are responded to within agreed timelines.
Escalation of queries that require further attention.
Ensure records of customer interactions, comments, complaints, and transactions are maintained.
Family Engagement On-Call - Work Lines
Answer calls from parents.
Maintain a positive, friendly, empathetic, and professional attitude towards customers at all times.
Ensure family calls are attended to within agreed timelines.
Ensure records of customer phone interactions, comments, complaints, and transactions are maintained.
Family Statement Updates
Respond to all statement update requests from families on email and calls, offering assurance and progress updates.
Update all requests for the finance team to process the family statements.
Escalate any concerns regarding statement updates that present a challenge.
Close out all statement requests with families once they have been finalized.
General Duties
Support financial clearance and gating at the start of the school term for any students with arrears who show up to school.
Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs, and raise customer service levels.
Achieve and maintain proficiency with the system and tools required to perform duties.
Other duties as assigned.
Skills & Qualifications Required
A Bachelor’s Degree (in Business preferred).
CPA (Part I) - Preferred.
Customer service experience is desirable.
Experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!
Results-driven: must be goal-oriented, move fast, and take ownership of work.
Eager to learn and accepts feedback as a positive step to professional growth.
Excited about the organizational culture, particularly embracing mutual vulnerability and a firehose of feedback.
Ability to treat all confidential information with the utmost professionalism.
How to Apply
Interested and qualified candidates should apply online by following the link below, which directs to the Nova Pioneer application portal: Apply Here (External site: novapioneer.applytojob.com)
