Customer Service Representative

Job Summary: The Customer Service Representative provides exceptional experience performing a variety of administrative tasks; including but not limited to answering phones, addressing student concerns, providing guidance and assistance on a wide range of issues including but not limited to Financial Aid, Admissions, Registration, Student Accounts and Registrar.

Minimum Qualifications:

• High School diploma.
• Three (3) years of customer service experience or the equivalent combination of experience and education.

Preferred Qualifications:

• Two (2) years of general office or administrative experience.
• Higher education and/or contact center experience.
• Bi-lingual (Spanish and English).
• Experience/knowledge working with an integrated student information system such as People Soft, (or learn within six (6) months of hire).

Essential Duties and Responsibilities:

• Answer incoming calls and provide excellent service with great attention to detail.
• Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties.
• Provide accurate, clear, and concise information to students, parents, and campus partners consistently.
• Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.
• Perform work in one of the following areas:
• Financial Aid:
  • Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments.
  • Read and understand financial accounts, including payments, charges, and refunds.
• Admissions:
  • Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc.
  • Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation.
  • Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.
• Student Accounts and Registrar:
  • Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers.
  • Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.
• Document every interaction in MyMav according to set department guideline.
• Perform other duties assigned.