Service support specialist

Job Description : Education Support Services Specialist

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Job Summary : The Education Support Services Specialist is responsible for providing comprehensive education support services to military personnel and their families in accordance with Army regulations and directives.

The specialist will facilitate access to educational opportunities, administer programs such as tuition assistance and credentialing assistance, and ensure accurate and timely delivery of services.

This position requires a high level of professionalism, knowledge of Army education programs, and exceptional customer service skills.

Key Responsibilities :

• Provide consistent and uninterrupted delivery of education support services to assist Government professionals in delivering continuing education services as required by the Army Continuing Education System (ACES), USARC G1, and ESS / ESO.
• Promote lifelong learning opportunities through degree programs, tuition assistance, testing opportunities, credentialing assistance, and GI Bill programs available to Soldiers and family members.
• Respond to inquiries within three (3) business days and determine the reason for the customer's visit or contact, referring to appropriate personnel as necessary.
• Assist clients in enrolling in Army-approved education services portals, such as ArmyIgnitED 2.0, and provide general assistance with establishing educational goals and developing plans to achieve those goals.
• Ensure completion of required training prior to activating clients in ArmyIgnitED 2.0 and review and approve degree plans within three (3) business days.
• Provide direct assistance to clients requesting tuition assistance, ensuring requests meet degree requirements and reviewing for accuracy before forwarding to approving authority.
• Follow up with clients within specified timeframes to obtain additional information required for tuition assistance requests and provide guidance on resolving issues.
• Review and resolve help desk cases, After-the-Fact TA requests, Exception to Policy requests, and recoupment waiver requests, documenting all pertinent information and coordinating as necessary.
• Work closely with Unit Administrators to keep them informed of education changes / updates and provide guidance to Academic Institutions concerning ArmyIgnitED procedures.
• Provide information on financial aid opportunities, Veteran's Education Benefits, Post 9-11 Bill, Transfer of Education Benefits, and Student Loan Repayment Program issues.
• Assist clients in completing requirements for admission to military schools or programs and prepare and conduct briefings on general education information for clients / units.
• Assist in preparing reports / documents for ACES headquarters / units / commanders on general education information and ensure meticulous documentation of all communication to ArmyIgnitED records.
• Complete appropriate training for ArmyIgnitED 2.0 system to better serve clients and provide guidance with Credentialing Assistance program applications as needed.

Requirements :

• Bachelor's degree in Education, Counseling, or related field preferred.
• Experience working in education support services, preferably in a military or government setting.
• Knowledge of Army regulations and directives related to education programs, including AR 621-5, AR 140-111, AR 621-202, and DoDD 1322.SE.
• Strong organizational skills with the ability to manage multiple tasks and deadlines effectively.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with educational software / systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of military culture and the needs of military personnel and their families.

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Last updated : 2024-10-15