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Customer Service Specialist
2 months ago
Job Summary
It is an exciting time to join Cal State Fullerton as we are an in demand comprehensive University that is driven to shape the future of education and foster a vibrant community of diverse students, faculty, staff, and administrators who uphold values of inclusive excellence, free speech, and an environment free from discrimination. We are continuously seeking individuals from various career disciplines that share the University’s mission and core values. We warmly welcome you to consider joining the Titan Community where minds expand and opportunities flourish.
About the Position:
Student Business Services is part of the Division of Administration and Finance. We operate as our university's cashiers and collect, allocate, and safeguard funds between students, banks, other departments, and various external sources. Account specialists are available to offer private consultation and personalized meetings to find payment solutions. Our customer service centers are ready to answer inquiries about student financial accounts and other related issues. We seek an exceptional individual to join our team as the Customer Service Specialist (Administrative Analyst/Specialist-Non-Exempt). The ideal candidate in this role should have a positive attitude and an active, energetic mind characterized by highly ethical practices and a commitment to diversity, openness, flexibility, integrity.
Under general direction, reporting to the Associate Director of Student Business Services, the Student Business Services (SBS) Customer Service Representative independently provides information, advice, and counsel on a variety of federal, state, and institutional student policies and procedures. The Student Business Services Customer Service Representative has clear student-centered philosophy and will act as the front door and face of Student Business Services Customer Service division. The position is also responsible for researching, investigating, analyzing and following up with student questions, while, at the same time, providing excellent customer service and advice to students, parents, and university departments regarding California State University (CSU) Fullerton policies and procedures. Maintains confidentially and adheres to Family Educational Rights and Privacy Act (FERPA) privacy guidelines while reporting accurate financial data/detail to staff, students, faculty and other customers. Expected to have in-depth knowledge of Cal State Fullerton campus policies and procedures. Will remain up to date on industry standards and implement them as they apply. Represents Student Business Services by effectively communicating with diverse groups including students, faculty, staff and the general public by providing courteous, prompt and excellent customer service. Values quality and timeliness of work and is self-directed. Responsible to provide back-up on phones, live chat, and in-person Student Business Services as needed. Must have the ability to focus on problem solving and work collaboratively in a team-oriented environment. Strong attention to detail and flexibility to work within a team environment is essential as is the ability to multitask. Work closely with Financial Aid, Admissions, Registrar, Accounts Payable and other Student Service departments to provide seamless customer service. Must be an effective written communicator and have the ability to oversee minor clerical operations. Assist in monitoring and creating content for departmental social media platforms to aid with customer service. Other duties as assigned.
Essential Qualifications
Bachelor’s degree from an accredited four-year college or university and/or the equivalent training and administrative work experience involving the study, analysis, evaluation, development or improvement of administrative policies, procedures, practices or programs. Working knowledge of the general practices, program or administrative specialty. Basic knowledge of and the ability to apply fundamental concepts. Working knowledge of budget policies and procedures. Ability to learn, interpret, and apply a wide variety of policies and procedures relating to and impacting the applicable program, organizational unit or administrative specialty. Knowledge of and the ability to apply basic methods and procedures used for research and statistical analysis. Ability to analyze data and make accurate projections using business mathematics and basic statistical techniques. Ability to make independent decisions, exercise sound judgment, handle multiple priorities, and organize and plan work assignments. Ability to compile, write, and present reports related to program or administrative specialty. Demonstrated ability to establish and maintain cooperative working relationships.
A background check (including a criminal records check) must be completed satisfactorily and is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to complete the background check satisfactorily may affect the continued employment of a current CSU employee who was conditionally offered the position.
Preferred Qualifications
Experience using PeopleSoft Student Financials functionality in a university environment. Working knowledge of Federal/CSU rules and policies. Experience providing customer service in a Higher Educational environment.
