Call Center Representative; Financial Aid

Call Center Representative (Financial Aid Support)

The Call Center Representative (Financial Aid Support) is responsible for answering 90% of all incoming calls through the phone queue to assist students with their financial aid questions. This role will also handle the imaging of documents along with the incoming electronic communication via emails and livechat.

The Financial Aid Support Coordinator team will guide students through application processes, help determine eligibility, and provide clarity and understanding on how financial aid impacts their academic pursuits with the necessary steps to secure funding plans.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides exceptional customer service for students and staff:

• Remains readily available and prepared to field incoming communication.
• Input clear and concise notes into the SIS-Campus Vue
  - Student Information System as well as Sales Force.
• Responds to all communication (Voicemail, Email, IM, Phone Calls and Live Chat) within 24 business hours regarding general questions for the Financial Aid Department from Students.
• Images NSLDS/COD along with EC/MPN checks
• Ensures punctuality for scheduled meetings and calls set for the Financial Aid Department Counselors and Advisors.
• Communicates with students in a professional manner.
• Establishes and nurtures engaged working relationships with institution counterparts.

Communicate with students, parents, and other interested parties on the availability of financial aid programs:

• Demonstrates understanding of available programs and their requirements.
• Articulates technical topics in a relatable fashion.
• Explores and explains all relevant financial aid options.
• Prioritizes pursuing understanding over the mere delivery of information.

Is a steward of the Student Finance Department:

• Successfully implements new procedures.
• Communicate calculated awards accurately.
• Document Imaging from:
  Postal Mail Retrieved Digital Documents sent via email/fax and retrieved from essential secure databases.
• Managing the General Financial Aid Department Inbox.
• Manage and accurately maintain Student Records/Interactions with CRM Tools.
• Maintain Legal Compliance in communication and transmission of financial documents, safeguarding sensitive information and ensuring its security.
• Performs other duties as required or assigned.

QUALIFICATIONS

• High School Degree or equivalent, associate’s degree preferred.
• Prior financial aid experience is a plus.
• Prior call center experience a plus
• Dependable/Reliable

KNOWLEDGE,

SKILLS AND ABILITIES

• Communication Skills.
• Detail Oriented.
• Time-Management Skills.
• Organizational Skills.
• Team-oriented.
• Coachability:
  Being receptive to feedback, willing to learn, embracing continuous improvement.
• Ethics:
  Has personal and professional ethics and fosters a diverse and respectful workplace.
• Ability to interface with staff and external relationships in a professional manner, including a demonstrated commitment to customer service.
• Computer proficiency in Microsoft Office Products (Word, Excel, etc.), and CRM Experience.

PHYSICAL DEMANDS

Nature of work requires an ability to operate standard business equipment. Sitting for long periods of time; up to 8 hours of computer and/or phone work daily.

WORKING CONDITIONS

Majority of work is performed in a general office environment.

Escoffier offers a robust suite of benefits including:

• Medical, dental, vision, life, voluntary life and disability insurance
• 401k Retirement Program with an employer match
• Enhanced Employee Assistance Program
• Vacation and sick days
• 11 paid holidays