Provider Support Specialist

About the Opportunity
The Provider Support Specialist reports to the Opportunity Scholarship Program Manager. Its primary purpose is to diagnose and solve customer problems which are routed to the agency via email or help desk tickets; to provide support to the K12 call center by advising those staff and taking escalated calls; to manage school transfers; to diagnose and explain eligibility or payment processing issues; as well as to oversee elements of the program administration such as clarifying the identity of parent applicants, reviewing and explaining 4 year old eligibility, or reviewing and explaining the residency requirement and documentation for parents and students.
Responsibilities further include income verification, which is comprised of reviewing a variety of tax and other documents, and communicating with parents, with the goal of compiling a complete and accurate statement of household income, which determines the scholarship award amount; providing technical support to parents completing required processes in the main database system, including uploading electronic documents; contributing to the development of content and materials for the website, handbooks, and other public-facing documents; and assisting with training both for external stakeholders and internal staff.

This position may be eligible for a hybrid or remote work
arrangement, consistent with NCSEAA policy. NCSEAA employees are generally
required to reside in North Carolina, within a 2-hour commuting distance of
their assigned duty station.

About the North Carolina State Education Assistance Authority
The North Carolina State Education Assistance Authority (NCSEAA), an agency of the State of North Carolina, is authorized by the General Assembly to plan, finance and administer student financial assistance programs of a statewide or inter-institutional nature. It serves students attending public and private two- and four-year colleges and universities in North Carolina, as well as families of students attending nonpublic K-12 schools.

About the Team
The Division of K12 Scholarship Programs administers over 30 aid programs awarding over $350 million to approximately 150,000 K12 and college students each year. The Division also conducts FAFSA outreach programs to educate and assist North Carolina students and families with paying for college and offers training programs for financial aid professionals and school counselors.

Minimum Education, Experience, and Skills
Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Education, Experience, and Skills
Bachelor's degree and minimum of one year of relevant experience working in customer service and program administration using a database system in a government setting.

• Classification: University Program Associate
• Position Competency Level: Journey
• Position Number: 20043000
• Employment Type: SHRA
• Appointment Type: Permanent
• Full-Time/Part-Time: Full-Time
• Recruitment Salary Range: $48,000-$49,500
• Salary Grade Equivalent: GN07
• Location: Raleigh, NC USA
• Posting Open Date: 5/16/2025
• Posting Close Date: 5/23/2025 7:00 p.m. EST

Equal Employment Opportunity and Other Information
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.

To claim veteran's preference, all eligible persons must indicate their eligibility as requested on the application. A DD Form 214, Certificate of Release or Discharge from Active Duty, may be required later in the selection process.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Human Resources Contact Information
Applicants needing assistance with the application process are asked to contact: recruiter@northcarolina.edu.