Customer Service Agent

About the role

This position reports to the Student Financial Services Customer Service Manager, and serves as the face of the university interacting with both prospective and current students as well as their families.

Job Duties/Responsibilities

• Assisting Students and Families
• First point of contact for students and families in person, on the phone, or via email.
• Triage each contact, provide answers or requested information, if needed, connect the student or family with appropriate specialty area of office.
• Greeting visitors, assessing needs, answering questions, accepting payments, and providing guidance on Financial Aid and Billing issues.
• Providing an engaging in-person support atmosphere for students and families seeking additional help. This ultimately helps contribute to all recruiting and retention efforts.
• Answering inbound phone calls, assessing needs and providing guidance.
• Assists students with the completion of forms and requirements.
• Monitoring Student Financial Services central email box – reviewing, investigating, and responding to emails.
• Reviewing and resolving issues on student accounts or financial aid applications.
• Investigating complex student inquiries – reaching out to other departments for information, making decisions, and escalating situations as necessary.
• Updating student account profiles with pertinent information.
• Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and financial aid application process.
• Operational Duties
• Complete various Student Financial Services projects as necessary to support departmental operations including organizing special outreach messaging to students and participation in events such as Freshman Move-in, Orientation, Commencement, etc.
• Serve as backup for Financial Aid or Student Accounts staff members with various duties. For example, this position may provide support to the primary staff member responsible for the development of Dynamic Forms.
• Aid in the processing of Dynamic Forms, our secure portal for document upload and all incoming documents from email, mail, fax, and walk in.
• Assist the Special Operations Coordinator with the management of needed office supplies to ensure seamless operations.
• Partially oversee the daily tasks of the student workers.
• Other duties as assigned.

Minimum Qualifications

• High school graduation and three years of related business/accounting/bookkeeping experience.
• Associate’s degree in Accounting and one year business, accounting or bookkeeping experience, or any combination equal to three years.
• To the extent required by department, computer application skills, such as spreadsheets, word processing, e-mail, browser software, data entry/retrieval/management, and knowledge of other software applications.
• Customer service skills including the ability to establish and maintain effective working relationships with faculty, staff, students and the general public.
• Aptitude for learning new business/accounting procedures and technology.
• Organizational and analytical abilities.
• Excellent verbal and written communication skills.
• Ability to handle confidential information.

Preferred Qualifications

• Associate’s Degree or higher.
• 2-3 years in a customer service capacity.
• Experience with working in an educational environment.
• Excellent mathematical and problem solving skills.