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OneStop-MMC, Student Customer Service Associate

2 months ago

Birmingham, United States Penn Foster Inc Full time

OneStop Enrollment Services - Student Associate for MMC Customer Service Cordially greet and acknowledge all students, guests, staff members, and faculty. Provide customer service support via telephone, e-mail, chat and in-person requests. Review documents students are submitting to ensure accuracy and successful completion of forms and additional documentation. Escalate problem cases to appropriate ES functional area. Document the record using Panther Soft 3 C’s (Communication, Comment, Checklist). Understand and abide by FERPA & HIPAA regulations. Admissions Duties Provide admissions information and assistance to all prospects, inquiries, students, etc. by using student database systems. Understand the admissions application process and necessary documentation that needs to be submitted in order to meet the admissions application requirements. Perform outbound calls to prospective, inquiries and admitted students to inform them of central information that coincides with the strategic plan of the division. Review residency documents and explain Florida Statute to students and parents to assist with the coding of in-state students for the purposes of tuition. Records Duties Collection and review of sensitive documentation for purposes of student cases, dismissal or formal appeals, petitions, etc. Review and understand a student’s record in order to problem solve and answer any student questions that may arise. Perform student services functions pertaining to registration such as, but not limited to adding and dropping of classes, enrollment verification, transcript ordering, change of name and address, Cadivi, Amnesty and Salvage, Enrollment Cancellation, Dismissal, Reinstatements, Late Registration Fee Waivers, Non-Resident Tuition Waiver, Residency, Graduation, and Withdrawal. Communicate the university policies and procedures. Have a clear understanding of the different ways a student can take classes at FIU, including non-degree, transient and dual enrollment applications. Student Financials Duties Assist students with various questions regarding their customer accounts, payments, and holds. Financial Aid Duties Provide detailed financial aid information to students in accordance with all applicable laws, regulations, and policies regarding the application process, needs determination, verification, and status of their financial aid application. Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures. Troubleshoot and access a student record as to why the student was not packaged, explain the cost of attendance, EFC, one term costs, etc. Perform other related duties as assigned or as directed. The omission of specific duties does not preclude the supervision from assigning duties that are logically related to the position. Job Category Federal Work Study Desired Qualifications Minimum 2 years previous customer service experience. Previous experience working in higher education. Knowledge of Florida International University policies and procedures. Strong administrative, organizational, and prioritization skills. Familiarity with the use of standard office equipment (e.g. Xerox copier, fax, scanner). Fluency in Microsoft Office, Outlook, Excel, Word and Adobe Acrobat. Experience with CRM or other database software. Eagerness to learn and grow in the position as well as being flexible with office hours as needed. Ability to prioritize and multi-task in a fast-paced environment. Ability to type quickly and accurately (50-80 words per minute). Works well with others and creates a positive working environment. Previous Experience: Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications. Ability to work effectively in a team environment. Ability to exercise appropriate personal initiative and accountability. Ability to handle sensitive information in a confidential manner. Proven ability to execute instructions accurately and in a timely manner. Outstanding interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations. Must have exceptional follow-up, follow-through, and attention to detail skills, accomplishing tasks with concern for all areas involved, no matter how small. Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads. Who May Apply Students enrolled at FIU, who have been awarded Federal Work Study (FWS) as part of their Financial Aid Award package. Student must be enrolled with a minimum of six (6) credit hours in a course of study leading to a degree or a Financial Aid eligible certificate, during Fall, Spring, and Summer semesters. Upon graduating, FWS employment must end. Work Schedule Hours will vary based on class schedule and needs of the department. Advertised Salary $13.00/hour Pre-Employment Requirements Criminal Background Check: This student appointment may be subjected to a pre-employment background check. Student Background Checks Background check and fingerprinting is required if the job includes any of the following: Working directly with and/or residing with minors and/or vulnerable persons. No Working in K - 12 schools. (May require DCF Clearinghouse clearance at a cost) No Handling/managing cash, checks, cash transactions, gift cards, debit/credit cards, and/or cash equivalent. Yes Information technology (IT) related functions, e.g. Web Developer, IT Technician, etc. No Driving on behalf of the university (MVR Check only). No Those working in the Athletics Department who travel with students to events. No Working within museums. No Those working in the Office of Financial Aid, One Stop, or Office of the Registrar (Title IV access). Yes Special trust, responsibility, and sensitive location. No Working in centers of health and/or counseling care. No #J-18808-Ljbffr