Customer Service Rep 2
4 weeks ago
Department Overview:
This position provides accurate and timely information, and assist students to better understand the resources they have available to pay for their education. Whether in-person, over the phone, or via email, the Customer Service Representative 2 in this position makes a positive difference in the lives of students every day by employing outstanding customer service and effective communication skills. This role can include wearing many different hats such as that of an interviewer, a detective, a confidant, or a lifeline in order to achieve the goal of providing an experience that ensures students know they matter and belong within the Boise State community.
Level Scope:Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.
Essential Functions:60% of Time the Customer Service Representative 2 must:
Work effectively with external customers in-person, via email or phone Provide assistance to prospective students, current students, their family members, high school counselors, and other departments on campus Requires knowledge, confidence, and judgment to answer complex requests Requirement to conduct in-depth interviews to elicit and record sensitive information Determine customers' requests and needs and provide specialized information about financial aid and scholarship programs and services Interpret technical information, and resolve complex, varied and challenging issues Prepare clear and concise responses for customers Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record keeping systems by adding or deleting information; compiling data and preparing reports35% of Time the Customer Service Representative 2 must:
Maintain accurate working knowledge on current and upcoming state,federal, and university regulations relating to financial aid and
scholarships Determine the individual financial needs of a student, recommending
available options and next steps Answer financial aid-related questions, clarifying information, and working
with students and their families to understand how to proceed with the
financial aid and scholarships process. Protecting individuals' confidential
information Process student requests and/or initiating actions required Collaborate with staff within the Office of Financial Aid and other
departments on campus
5% of Time the Customer Service Representative 2 must:
Perform other duties ass assigned. Knowledge, Skills, Abilities: Pleasant and positive demeanor with a commitment to exceptional customer service Professional communication skills in all platforms: phone, email, or in-person Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology A strong ability to be able to speak on rules and regulations A high degree of human relation skills is required to persuade or influence others' behavior Strong ability to multitask and manage multiple priorities simultaneously Computer technology skills including the ability to competently navigate an enterprise resource management system, and intermediate keyboard skills of at least 40 WPM Minimum Qualifications: Some knowledge of: interviewing methods.
Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.
Preferred Qualifications:
Associates degree or higher from an accredited institution OR an equivalent combination of relevant training and experience One or more years of experience in a college or university financial aid office or other high-demand, ever-changing professional office setting Experience operating and accessing data using a Windows operating system; Demonstrated verbal and written communication skills Analytical and problem-solving skills Ability to perform basic math calculations either by hand or using a calculator; Ability to multitask effectively Self-directed in managing and prioritizing work flow-
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