Thecb - Customer Service Rep V, Trainer (Sfap)

2 weeks ago

Austin, United States TEXAS HIGHER EDUCATION COORDINATING BOARD Full time

**THECB - Customer Service Rep V, Trainer (SFAP)** **(**00041789**)**

**Organization**: TEXAS HIGHER EDUCATION COORDINATING BOARD

**Primary Location**: Texas-Austin

**Work Locations**: TX Hghr Edu Coordinating Board 1801 Congress Ave Austin 78701

**Job**: Office and Administrative Support

**Employee Status**: Regular

**Schedule**: Full-time

**Standard Hours Per Week**: 40.00

**Travel**: Yes, 10 % of the Time

**State Job Code**: 781U

**Salary Admin Plan**: N/A

**Grade**: 00

**Salary (Pay Basis)**: 5,142.00 - 5,225.00 (Monthly)

**Number of Openings**: 1

**Overtime Status**: Non-exempt

**Job Posting**: Apr 23, 2024, 2:04:02 PM

**Closing Date**: May 7, 2024, 11:59:00 PM

**Description**

**THECB is observing a hybrid telecommuting schedule with employees required to be in the office at least two (2) days per week.**

**We are located at the George Herbert Walker Bush building located in the capitol complex at **1801 Congress Ave. Austin, TX 78701**.**

**General Description**:
**General Duties and Responsibilities**:

- Creates, reviews, and edits staff policy and procedure manuals covering all aspects of the agency’s multiple loan programs.
- Develops and implements training for new employees and updates current staff on changes to processes and procedures covering

all aspects of the agency’s multiple loan programs.
- Trains employees in responding to requests from customers.
- Creates and maintains activity logs, files, schedules, calendars, and reports related to training activities and procedures.
- Prepares, conducts, and reviews activity reports to evaluate the effectiveness of the training and resource development activities.
- Evaluates, identifies, and recommends opportunities for improvements pertaining to Standard Operating Procedures, Training, and

Customer Service.
- Performs all the responsibilities of a Customer Services Representative during peak periods and staff absences.
- Applies appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times.
- Performs other duties as assigned.

**Knowledge, Skills, and Abilities**:

- Knowledge of state and federal laws, rules, regulations, policies, and procedures affecting student financial assistance, and the ability
- Knowledge of business English, grammar, spelling, punctuation, and writing fundamentals including proofing and editing documents.
- Skill in using software to create presentations and informational documents and to accurately complete mathematical computations

and analysis.
- Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors.
- Ability to take initiative; work independently; make decisions using sound judgment, analytical thinking, and sound reasoning;
- Ability to plan, organize, and effectively manage and complete multiple priorities and projects concurrently; to manage resources to

meet periodic, milestone, and final deadlines; and to keep senior management informed of problems or critical issues.
- Ability to work effectively under pressure and handle conflict appropriately while managing multiple tasks in an environment where

interruptions are frequent.
- Ability to plan, assign, and review the work of others and to provide training and feedback.
- Ability to communicate complex information in a clear, organized, concise, professional, and courteous way in both spoken and

written form.
- Ability to establish and maintain effective working relationships with coworkers, customers, legislators and their staff, and external

agencies and organizations and to work cooperatively and effectively in a team environment.

**Qualifications**

**Required Minimum Education and Experience**:

- Bachelor’s degree from an accredited college or university.
- Three years of full-time progressively increasing work responsibility within student financial assistance programs, including:
Experience developing training and resource materials.
- Six additional months of full-time work experience demonstrating progressively increasing responsibility with student financial aid

programs may substitute for 15 semester hours of required education, up to four years.

**Preferred**:
Bachelor’s degree or higher from an accredited college or university in Business Administration, Higher Education Administration, or
related field.

**Physical Requirements and/or Working Conditions**:
**Work is performed in a standard office environment and requires**:

- Regular, reliable, and punctual attendance at work;
- Frequent use of personal computer, copiers, printers and telephones;
- Frequent sitting;
- Frequently works under deadlines, as a team member, and in direct contact with others.

**Workforce**:
**Must be able to**:

- Demonstrate knowledge of customer service deliverables.
- Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.
- Adhere to the organization’s internal management policies an

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