Remote Accessibility & Accommodations Reviewer

Pearson; BLOOMINGTON, Northern (MN, KY); Hybrid; USD 55,000 - 65,000; Full time

Job summary

Pearson is seeking a Customer Service Operations Support Analyst to review and process accommodation requests within the Accessibility and Accommodations Services Department. You will evaluate case files, determine eligibility, and communicate outcomes to candidates and clients.

In this role, you will research non-standard requests, develop implementation plans, and collaborate with internal stakeholders to deliver effective solutions across multiple test delivery models.

Qualifications

• Bachelor's degree in a disability-focused field or related area.
• 2+ years in corporate, educational, healthcare, disability services, or mental health.
• 2+ years in customer service or case management.
• Experience working with individuals with disabilities preferred.

Responsibilities

• Provide support to clients and candidates within a high-volume accommodation request workflow.
• Review case files to determine documentation completeness and eligibility for accommodations.
• Make accommodation decisions and recommendations based on provided information.
• Conduct initial assessments of accommodation requests and escalate complex cases to senior team members.
• Partner with candidates and clients to identify solutions for non-standard accommodation requests across multiple test delivery models.
• Participate in projects involving interaction with candidates, clients, testing channels, and internal stakeholders.
• Develop implementation plans and provide operational guidance for complex accommodation scenarios.

Skills

ADA knowledge

Communication skills

Confidentiality

Stakeholder relations

Time management

Attention to detail

Conflict resolution

Documentation

Independent worker

Multitasking

Decision making

Empathy

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Office

Video conferencing platforms

Database systems

Job description

Pearson is seeking a Customer Service Operations Support Analyst to review and process accommodation requests within the Accessibility and Accommodations Services Department. You will evaluate case files, determine eligibility, and communicate outcomes to candidates and clients.

In this role, you will research non-standard requests, develop implementation plans, and collaborate with internal stakeholders to deliver effective solutions across multiple test delivery models.