Specialist III, Student Financial Services

Class Description

The position assists with the efficient operation of the Student Financial Services office, in collaboration with Business Services and Planning, Research, & Evaluation offices, to utilize data analytics on student account balances to improve communications and outreach about student balances by providing accurate analysis of student accounts through interaction with students and the college community.

Minimum Requirements

• High School diploma/GED and 4 years full-time customer service and/or student account management experience OR Associate degree and two (2) years of similar experience required.
• Must have proven excellent customer service skills and experience in a business working environment with customers using phone, email and in person communications.
• Must have experience using Microsoft Office applications and utilize Excel and PowerBI at the intermediate level to facilitate reporting and outreach.
• Must complete and pass Microsoft testing modules which includes Word and Excel. Candidates with proof of current Microsoft Office Expert Specialist Certification do not need to test.
• Experience working in Higher Education and student record keeping systems preferred.
• Must be able to work overtime, some weekends, during peak periods and fill in for absences as needed. May have a regular work schedule which differs from a typical Monday through Friday, 8:30 – 4:30 schedule.
• Driver’s License required. Must be able to travel between campuses.

Essential Duties

When speaking with students, faculty, staff, business partners and referring agencies/organizations, by phone, in person or email, the Student Specialist III, Student Account Outreach position must:

• Monitor and update Banner, PowerBI and Excel reports.
• Utilize data analytics and PowerBI dashboards to address routine student/parent inquiries regarding student balances, financial aid, and tuition & fee billing.
• Facilitate outreach and call campaigns, maintain student finance calendars, and schedule appointments with students both virtually and in person.
• Demonstrate consistent courtesy, tact, professionalism, and possess strong customer service skills when communicating with students and college constituents.
• Share knowledge of state and federal regulations and communicate with students utilizing Banner and customer relationships management system on balances due, pay plan options, scholarships, and other financial aid opportunities.
• Serve as point of contact over the phone for peer departments, and in person and online through customer relationship management system for students and parents.
• Coordinate information flow and knowledge sharing across departments that help staff make informed decisions and increase levels of customer service.
• Utilize intermediate Microsoft Excel skills and PowerBI platform to assist with managing student accounts.

Benefits

• Health and Medical: CIGNA (Open Access Plus, Open Access Plus In Network), Kaiser
• Prescription Drug Benefits: Included in CIGNA Plan Medical Premiums or Kaiser Medical Premium
• Mental Health: Emotional, drug/alcohol abuse treatment (inpatient and outpatient) provided when pre-approved; premium included in medical care plan
• Dental: CareFirst Blue Cross/Blue Shield Regional Traditional or Preferred
• Vision: NVA
• Flexible Spending Accounts: Health Spending Account ($2,600), Dependent Care for children under 13 and elder care ($5,000) through Benefit Strategies
• Term Life Insurance: MetLife – Employee Basic Life Insurance (1x salary, min. $50,000, 90/10); Employee Supplemental Life Insurance (multiples of $10,000, max $200,000); Spouse Supplemental Term Life (increments of $10,000 to max 50% of employee combined basic and supplemental); Dependent ($10,000); 100% employee paid for supplemental coverage
• Permanent Whole Life Insurance: Unum with Optional Long Term Care rider; available to full-time employees, part-time associates, and adjunct faculty; spouse and dependent coverage available; accrues cash value, premiums do not increase, coverage does not decrease; 100% employee paid
• Accidental Death & Dismemberment: The Hartford – Individual or Family Coverage; employee pays rate in multiples of $10,000 to max $300,000
• Long-Term Disability: Pays 60% of gross monthly salary after 90 consecutive days of absence; 100% employee paid
• Retirement Plans: Maryland State Teacher’s Pension System (7% contributory); Optional Retirement Plan (non-contributory); Baltimore County Employees’ Retirement System (7% contributory); Supplemental 403(b) and 457(b) Tax-sheltered annuities; Roth 403(b) available through TIAA-CREF and VOYA Financial Advisors; employees may contribute traditional pre-tax and Roth post-tax dollars simultaneously (combined limits)
• Legal Services: Legal Resources – pre-paid legal voluntary benefit for advice, consultation and representation
• Credit Union: First Financial Federal Credit Union membership available
• Direct Deposit: Mandatory payroll direct deposit
• Employee Assistance Program (EAP): Cigna Behavioral – free personal advocates for employees and household members
• Paid Leave: Academic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays
• Tuition Assistance: Eligible full-time employees may qualify for waiver or reimbursement programs; spouses and legal dependents up to age 22 eligible for reimbursement with proof of successful completion and C or better grade; eligibility for external reimbursement begins first semester after one calendar year; CCBC course waiver/reimbursement eligibility begins after 90-day probation for public safety and classified employees
• Academic Cash Award: Classified employees eligible for $500 lump sum award for completion of an unduplicated college degree
• McDaniel College Educator’s Legacy Scholarship: Children of any current full-time benefits-eligible CCBC employee with at least four years of continuous full-time employment eligible for scholarship valued up to $100,000 over four years; begins fall semester; verification provided by CCBC Employee Benefits Team
• Mandated Federal Benefits: Workers’ Compensation, Unemployment Insurance, Social Security
• Additional Conveniences: ATM machines at each main campus, check cashing with proper ID, free parking, access to weight lifting facilities, swimming pool and library