Customer Service Representative

4 weeks ago


Florence, Alabama, United States University of North Alabama Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Service Representative to join our Student Financial Aid team at the University of North Alabama. As a key member of our team, you will provide exceptional customer service to students, parents, and faculty, ensuring a positive and supportive experience for all.

Key Responsibilities
  • Provide support to the entire student financial aid team, handling administrative tasks, and ensuring the smooth operation of our office.
  • Serve as the liaison to the One Stop, reviewing documents for accuracy, and keeping staff abreast of financial aid updates.
  • Provide direct customer assistance to prospective and current students with information about financial aid, including the completion of the FAFSA.
  • Manage online financial aid appointment scheduler, ensuring efficient and effective scheduling.
  • Serve as the initial point-of-contact for all phone calls and walk-in visitors, providing exceptional customer service and support.
  • Answer basic financial aid questions for students and parents, utilizing Banner and CRM to build communication plans.
  • Plan and prioritize office activities and work projects, ensuring timely completion and high-quality results.
  • Anticipate and prepare material needed by the director and staff to represent UNA at public relations events, highlighting financial aid presentations.
  • Participate in on-campus and off-campus workshops, designated for training purposes, to enhance knowledge and skills in financial aid.
  • Serve as back-up for the online financial aid advisor, reviewing satisfactory academic progress programs to maintain academic excellence within regulatory constraints.
  • Assist with monitoring financial aid email account, ensuring timely and effective communication.
  • Review FAFSA discrepancies to determine next steps and proper escalation to other financial aid staff.
  • Update and maintain the office electronic filing and recordkeeping systems, ensuring all are logical, orderly, reliable, and user-friendly.
  • Maintain compliance with state and federal regulations as they pertain to student financial assistance.
  • Responsible for acquisition and inventory maintenance of office supplies, materials, and equipment.
  • Utilize self-service Banner for purchase requisitions, purchases, reimbursements, and budget amendments.
  • Maintain office social media pages and websites, ensuring accurate and up-to-date information.
Requirements
  • High school diploma or equivalent required; bachelor's degree preferred.
  • Two years of related experience required.
Benefits

The University of North Alabama offers a comprehensive benefits package, including health, dental, and life insurance, as well as retirement plans and paid time off.



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