Customer Service Specialist Intermediate

Customer Service Specialist Intermediate

Institution:
Minnesota State University, Moorhead

City:
Moorhead

FLSA:
Non Job Exempt

Full Time / Part Time:
Full time

Employment Condition:
Classified
- Unlimited

Salary Range: $21.12 - $29.73

Position

Purpose:

This position exists to function as the customer service face and voice of the Office of Scholarship & Financial Aid (OSFA) via in-person, electronic (including social media), and phone. The position works extensively with students, parents, and others throughout the financial aid application and verification process; and processes financial aid documents to resolve discrepancies.

Priority:
Essential Percentage of Time: 60%

• Create a welcoming environment for all customers.
• Explain and interpret financial aid program policies, procedures, and terminology for all customers.
• Refer non-routine questions and those with appointments to the appropriate person.
• Assist students and parents in the completion of financial aid documents.
• Provide timely responses to inquiries with accurate and appropriate information.
• Provide office scheduling as needed.
• Maintain and adequate supply of financial aid application forms.
• Maintain current procedures manual.

Priority:
Essential Percentage of Time: 30%

• Monitor the status of all aid applications and identify those that require review. Route applications for review as needed.
• Receive financial aid documents from a variety of sources (electronic, mail, and in-person); prepare and enter documents to financial aid processing systems; and route documentation as needed.
• Review application documents for accuracy and completion, identify items that need resolution, and forward for correction processing.
• Request incomplete and/or missing documentation from applicants via system-generation communications, electronic, or phone. Contact applicants and/or parents via electronic or phone communication for complex requests. Maintain regular communication until the correct documentation is received and the application is complete.
• Resolve discrepancies in University records with other departments.
• Participate in training opportunities to stay abreast of changes to application processing and changes to federal, state, and University policies and procedures. Communicate any relevant changes to student employees.
• Utilize technology to scan, verify the quality, and link documents to the correct student; and route documentation as needed.
• Maintain current procedures manual.

Priority:
Essential Percentage of Time: 5%

• Train student employees to work independently to provide customer service via in-person, electronic, and phone communications; schedule appointments; and provide accurate answers to commonly asked questions.
• Maintain current procedures manual

Priority:
Essential Percentage of Time: 5%

• Create unique content and/or use content from legitimate, reputable organizations/businesses (e.g. MSUM, Minn State System, Federal Student Aid, National Association of Financial Aid Administrators, private lenders, loan servicers)
• Work in conjunction with MSUM Marketing, Admissions, and other campus partners as needed to coordinate messaging

Priority:
Essential Percentage of Time: 100%

• Function as a team member by cooperating with all personnel to ensure cohesive and effective office operations.
• Accept oral and written direction, and perform assigned duties in accordance within the parameters of supervisory instruction.
• Perform other duties as assigned.

Salary Range: $40,099 - $58,485 (Annually)

Minimum Qualifications

• Customer service skills sufficient to explain procedures, gather information, and respond effectively to customer inquiries.
• Knowledge of general office practices sufficient to perform administrative support, recordkeeping, and data entry functions.
• Communication skills sufficient to understand instructions, research information, and provide clear responses to customers.
• Ability to organize and prioritize work while maintaining accuracy and managing multiple tasks.
• Ability to maintain confidentiality and apply applicable policies, procedures, and regulations in daily work.

Preferred Qualification

• Work experience in a student financial aid office
• Knowledge…