Customer Service Specialist

Position Information

Position Title: Customer Service Specialist 2

Location: Olympia

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen's non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage rgreen.edu/equal opportunity or contact the Affirmative Action and Equal Opportunity Officer at , Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505.

Union Represented: Yes

Overtime Eligible: Yes

Monthly FTE: 1.0

Salary Step (minimum monthly amount): $3,702.00

Salary Step (maximum monthly amount): $4,931.00

Cyclic Position: No

Cyclic Details: n/a

Project Position: No

End Date: n/a

Special

Note:

This is a full-time, overtime eligible position in the Office of Financial Aid on the Olympia campus of The Evergreen State College.

Under general supervision, perform work requiring knowledge and experience specific to student financial aid processes. Provide students, staff, faculty, and the public with information and interpretation of rules, regulations, policies, and activities relating to Federal, State, and Institutional financial aid programs. The position receives leadership from the Customer Service Specialist 3 and reports to the Director of Financial Aid.

• Serve as the primary contact for the Financial Aid Office by answering and responding to all calls made to the office's main phone line and serve as primary contact for escalated loan issues.
• Interpret rules, regulations, policies, and procedures and provide information on a variety of financial aid topics to the public at the front counter, via telephone, and by email.
• Update user guides and consumer information for navigating loan processes.
• Prepare and certify alternative loan certification requests and revisions by reviewing for completion, resolving any missing information, and entering application data into applicable systems.
• Maintain log of alternative loan certification and log alternative loan checks and deliver checks to Student Accounts.
• Process all direct loan change requests and credit verification forms by reviewing for completion, resolving any missing information, and entering applicable information into the system.
• Track, review, and update loan entrance and exit counseling information.
• Prepare short-term loan applications by reviewing for completion, resolving any missing information, and entering applications into the system.
• Attend training and conferences as directed to stay current in best practices regarding customer service and/or financial aid rules and regulations.
• Other duties as assigned.

• Ability to understand and effectively communicate complex federal, state, and institutional financial aid regulations and processes.
• Excellent public relations, customer service, and communication skills and ability to create and foster an inclusive, diverse work environment.
• Skill in de-escalation and conflict resolution.
• Ability to write effectively using correct spelling, grammar, and punctuation.
• Ability to organize, prioritize, and perform multiple tasks, which require a high degree of accuracy and attention and may have conflicting deadlines in a busy, distracting office environment.
• Ability to direct the work of student and temporary employees.
• Familiarity with services provided by other student-centered offices on campus and ability to refer people as necessary.
• Ability to develop and maintain constructive and cooperative working relationships with coworkers and staff in other offices on campus.
• Ability to enter data accurately using established processes.
• Proficient in the use of computers and software, including Microsoft 365 (Word, Excel, Outlook, etc.), integrated student records system (Banner), and other relevant technology.
• Ability to maintain confidentiality and comply with FERPA.
• Ability to perform complex Microsoft Word mail merge processes.
• Ability to perform work at a desk/computer and operate standard office equipment.
• Ability to problem-solve.
• Ability to work independently.
• Ability to work occasional evening and weekend hours.
• Ability to travel to and work at additional campus locations, events, and trainings/conferences on an occasional basis.

Desired

Qualifications:

• Two years of full-time customer service experience.
• Experience working in a student financial aid office in a higher education environment or transferable experience working with customers or clients in crisis.
• Familiarity with a language other than English is preferred (for example, bilingual ability, such as speaking Spanish).

• Must provide proof of identity and employment eligibility within three days of beginning…