Clearinghouse Spotlight: Sally Trivero, Client Support Manager
Our Clearinghouse Connections series offers you a more intimate look at the National Student Clearinghouse by introducing you to our people and the work they do. Today, meet Sally Trivero, who oversees Client Support at the Clearinghouse.
Q: How long have you been at the Clearinghouse, and what is your role?
A: I’ve been with the Clearinghouse for about nine and a half years. As the manager of our Client Support department, I manage an operational team of ten that primarily supports our transcript and verification services at the Clearinghouse.
Q: What does a day in the life of a Client Support Manager look like?
A: Essentially, I make sure that my team is set up for success and that we have everything that we need for the day. I look across orders that are still in progress to identify any issues and work with my team to address them. The goal is to get customers and clients everything they need in a timely manner.
Q: What exactly does the Client Support department do?
A: We operate as a liaison between the schools, the requestors, and the students. Generally speaking, we help the schools complete verifications and manage their NSC degree records; we support requesters who order and retrieve the verifications; and we advise students or graduates that may find themselves sitting in the middle get through the verification process. We’re here to make sure the verification process goes as smoothly as possible.
Q: What’s your favorite part about working at the Clearinghouse?
A: I would say the people — everyone here is really fun and caring. I’ve got a great team, and they make me laugh, which is priceless. Working with and supporting such great people makes the day go by much smoother, and it certainly makes the work that you’re doing much more meaningful. I really enjoy my position; I love that I’m able to help people and solve challenges.
Q: What questions do you and your team get the most frequently?
A: The number one question is “what is the status of my order?” I have a lot of requestors out there who are trying to get verifications in order to hire their ideal candidates. Sometimes, the verifications need a little bit of research with the school, which can create a little bit of a lag time. In those cases, we provide updates when they are available and work with the schools to process the outstanding verifications whenever appropriate. Other than that, we get questions from schools on how to update a student’s record, manage their verifications, update their accounts and more.
Q: What is the typical turnaround for processing verifications?
A: The volume of verifications is certainly a factor and is impacted by the season. At the end of the spring/summer graduation period, you’ve got all the new graduates, excited to get a new job, so they’re applying for jobs and all of them have to be verified. Then you’ve got the other graduation peak from December-January that gets really busy too. We might see longer than usual turnaround times during peaks. But 75-80 percent of the time, verifications are processed instantaneously. The other 20-25 percent require additional research, and for those, the vast majority are completed within three days.
Q: Outside of the Clearinghouse, what do you like to do for fun?
A: I love spending time with my family. We do a lot of hiking, go to parks, and just enjoy the outdoors in general. If I’m not outside, I like to write and read. People may find this peculiar, but I enjoy medieval literature. It is an interest left over from my college days. My favorite author from that genre is probably Geoffrey Chaucer.
“Everyone here is really fun and caring. I’ve got a great team, and they make me laugh, which is priceless. It makes the day go by much smoother, and it certainly makes the work that you’re doing much more meaningful. I really enjoy my position. I love that I’m able to help people.”
Client Support Manager