Support Services Coordinator

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

The coordinator is responsible for assisting with the certification, licensure, and compliance processes for the College of Nursing. This position primarily works within the university’s Customer Relations Management (CRM) systems, managing and responding to student requests and inquiries. They will also support education verification and reporting requirements. They will also interact with stakeholders and employees at all levels of the organization, including academic leadership, faculty, academic advisors, and program-specific coordinators.  

This position will report to the Manager or Sr Manager of the Office of Nursing Certification, Licensure, and Compliance. 

Responsibilities

• Manage intake of student document and information requests received through our customer relations management (CRM) systems. 
• Provide best-in-class customer service to students by responding to student emails and voicemails in a timely manner. 
• Proactively address and provide resolution to student inquiries with a First Contact Resolution approach. 
• Maintain tracking for student and graduate requests, clearly and thoroughly documenting requests and interactions. 
• Draft education verification forms and letters. 
• Extract data from databases and create reports in support of department and university objectives. 
• Track and maintain certification and licensure processes, and other relevant processes. 
• Run administrative system searches as directed. 
• Performs other duties as assigned.
• Complies with all policies and standards 

• Associate’s degree Required. Bachelor’s Degree Preferred.
• 2+ years' Experience in a customer service-oriented environment Required.
• Experience working in education, ideally higher education or online distance-learning, or highly regulated industry Preferred.
• Experience working in a remote environment is a plus. 
• Experience working with graduate students in an educational environment is a plus. 
• Excellent customer service skills, with ability to proactively serve students, problem solve and de-escalate various scenarios. 
• Demonstrated ability in using Microsoft Office Suite and Customer Relations Management (CRM) systems. Ability and willingness to learn university-specific technology, databases, and other systems. 
• Excellent written and verbal communication skills. 
• Ability to interact and communicate with stakeholders and employees at all levels of the organization. 
• Excellent analytical, problem solving, multitasking, and organizational skills. 
• Excellent time management skills with the ability to meet deadlines and act as a self-starter. 
• Ability to work amongst a team or independently. 
• Detail-oriented and thorough, in the service provided to students and documentation.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $18.7 and $32.86. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.
  
   

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation