Senior Coordinator, Services Implementations (Higher Education)

Are you looking for more than just a job and do you want to make a difference? If so, then join the National Student Clearinghouse talent community and discover your impact today!

We are a nonprofit, nongovernmental organization and the leading provider of educational reporting, data exchange, verification, and research services. Serving the education, workforce and learner communities has been at the heart of our mission for over 30 years. Our work — performed in a trusted, secure, and private environment — provides numerous time- and cost-saving benefits to students, schools, administrators, and requestors. Education leaders rely on the Clearinghouse’s unique national student data resources to better understand student pathways and outcomes in order to help students succeed, and our research better informs practitioners and policymakers about student educational pathways and enables informed decision making.

About the Role:

The Senior Coordinator is responsible for managing client expectations and experiences as they relate to the applicable services and for serving as a subject matter expert to both internal and external clients. In an effort to ensure positive experiences for all clients, the Senior Coordinator will work closely with new clients and provide ongoing support to existing clients, promoting Clearinghouse best practices so that clients can utilize and maximize the value of the services. The Senior Coordinator will regularly engage with clients and manage escalated issues, creating client-specific solutions for unique challenges, as appropriate. The Senior Coordinator will resolve audit and compliance-related concerns and address accounts that do not meet compliance standards. The Senior Coordinator will also help to ensure service efficiencies by assessing current processes, identifying and proposing improvements, and performing testing of new enhancements. Additionally, the Senior Coordinator will assist in developing and maintaining training materials that will be used to train team members on more complex processes. Upon training completion, the Senior Coordinator will aid in monitoring successful application of new material and provide assistance to junior team members when needed.

Currently, this is a remote-first position, and this position may be required to periodically work on-site at our office, and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.

How You Contribute:

• Demonstrate the Clearinghouse's core competencies: Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic.
• Work directly with customers to implement software remotely, using tools such as Microsoft Teams and project collaboration tools like Basecamp, by managing scope, training, timeline, and the client relationship.
• Coach clients on file formatting, administration, reporting and submission of files.
• Build profiles, document progress, and provide administrative support.
• Educate clients on best practices, to maximize the value of the services.
• Apply data literacy to provide customer centric solutions.
• Drive project timelines to ensure on-time activation of services.
• Provide light project management and functional direction.
• Create, maintain, and update implementation documentation.
• Provide customer feedback and enhancement requests to product management and participate in operational product forums.
• Follow and refine best practices to ensure alignment between product, relationship management and operations about service implementations.
• Document project milestones and communication in Salesforce.
• Plan, manage, and communicate the progress of the implementation, both internally and externally.
• Manage client touchpoint frequency, training, and testing to ensure a complete and comprehensive onboarding experience.
• Demonstrate openness to new perspectives and ideas.
• Build trust with internal and external stakeholders by demonstrating consistency between words and actions.

Position may be required to perform other duties as required. These essential functions are representative of those that must be met by an employee to successfully perform the job. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions.

What You Bring to the Table:

• Bachelor's degree. A combination of education and experience including military service will also be considered.
• 2 years of progressive experience in customer service or client management.
• Competent in supporting Clearinghouse services, typically acquired after 3 years of experience in a service support department at the Clearinghouse. ·
  • Or equivalent experience in implementing software with external vendors/clients and driving timelines and providing functional direction.
• Proficiency with computer skills (e.g., for database, web applications, and email).
• Proficiency working with Microsoft Office Suite (with a focus on Outlook and Excel).
• Excellent interpersonal, critical thinking, and active listening skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to:
  • Work effectively on teams.
  • Identify problems and provide successful resolutions.
  • Adapt to changing priorities and procedures and remain poised under pressure.
• Competency working with Microsoft Teams, and project collaboration tools such as basecamp.
• Exceptional customer focus, with a demonstrated ability to work with multiple customers with competing priorities.
• Experience providing customer service to businesses/schools/organizations.
• Must live within a commutable distance to Herndon, VA or in one of the Clearinghouse's approved States for hiring purposes. Refer to our HR Policies Page, located on our Careers site at https://www.studentclearinghouse.org/careers/human-resource-policies/, for more details.
• Must be currently authorized to work in the United States on a full-time basis. We do not intend to sponsor external applicants for work visas and may consider sponsorship only if no qualified candidates can be found who are authorized to work without sponsorship.
• Must be at least 18 years old.

Additional Desired Qualifications:

• Bilingual (Spanish).
• Experience with the student loan industry, higher education industry, and/or web order management.
• Demonstrated knowledge of Clearinghouse service(s) and procedure(s) to be supported.

Physical Demands:

• Use of a computer for 8 or more hours a day.
• Use of a telephone and/or copy machine.
• Frequently required to sit for 7 or more hours per day.
• Occasionally required to use hands and fingers to operate, handle, and reach.
• Vision abilities include close vision and the ability to adjust focus.
• Must have oral communication and hearing abilities.
• Travel via car, train, and airplane, when needed.

Benefits and Related Information

The National Student Clearinghouse provides a robust benefit program designed to help meet the needs of each employee and their family, both now and in the future. We offer comprehensive medical, dental, and vision insurance, as well as life and disability insurance benefits, for employees and their qualified dependents. Health care, dependent care, and limited purpose flexible spending accounts, as well as a health savings account, are options available for employees to set aside pre-taxed dollars for certain qualifying expenses. We offer a very generous 401k matching contribution program with the opportunity to defer pre-tax and Roth contributions, as well as catch-up contributions for those who are eligible! We are proud to offer a competitive paid leave program consisting of vacation, sick, and personal time, as well as paid holidays, up to 3 weeks of paid parental leave during a 12-month period, and up to 5 days of paid military leave per calendar year. Vacation time will accrue based on length of service, and new full-time hires can accrue up to 13 days of vacation and up to 10 days of sick time per year. On an annual basis, new employees may use up to 32 hours of accrued sick time as personal time. Additionally, the Clearinghouse observes at least 11 paid holidays per year.

Another perk is that employees have the option to get reimbursed for basic wholesale company and roadside assistance memberships (e.g., Costco and AAA) and to request a buy back on portions of unused accrued vacation based on tenure and certain other qualifications. Employees can further their education and professional development by using our Employee Education Assistance Program, which establishes reimbursement for qualified education expenses upon successful completion of the program, and leveraging the enterprise-wide LinkedIn Learning subscription. There are additional employee benefits too, including but not limited to, mental health and well-being benefits. To find out more, please request a copy of our Benefits at a Glance!

Additionally, we reasonably believe that the hourly rate for this position is between $24.28-$28.85.

The pay range listed above represents a general guideline and is not a guarantee of compensation or salary, and the National Student Clearinghouse considers a number of factors when determining base pay for offers, which include but are not limited to, responsibilities and scope of the job and the candidate’s experience, education, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Internal Candidates: If you feel that you qualify and meet the requirements of the job, we highly encourage you to apply and focus on preparing for the application process. Once the final candidates are selected, they can anticipate a review of the compensation prior to any offer made.

This job announcement was posted to the National Student Clearinghouse's Careers site at www.studentclearinghouse.org/careers on 9/29/2025 and the online application period will be open for at least 3 days. A completed online application is required to be considered for this opportunity.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities: The National Student Clearinghouse is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status (or known to have a spousal, family, business, social or other relationship or association with a protected veteran), sexual orientation, genetic information, arrest record, natural hairstyle, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Pay Transparency Notice: The National Student Clearinghouse is a federal contractor that abides by all applicable equal opportunity laws and regulations. Under these laws, companies doing business with the federal government must provide applicants and employees with certain policies, including the following information. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)