Financial Services Specialist (Customer Svc Special Senior) FA25029

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Working Title:

Financial Services Specialist (Customer Svc Special Senior) FA25029

Institution:

Minnesota State University, Mankato

Classification Title:

Customer Svcs Specialist Sr

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

Mankato

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$21.90 - $31.21

Job Description

This position supports the objectives of Student Financial Services by providing comprehensive technical, hands-on service to students and families regarding all aspects of financial aid and billing, with a significant focus on individual counseling in the areas of cost of attendance, financial aid award eligibility and loan acceptance.

This position supports the University’s enrollment and community relations objectives by providing services through receiving and making telephone calls, email, chat and in-person interactions to current and prospective students, families, university personnel and external clientele in a welcoming and professional manner.

Minimum Qualifications

Knowledge of English sufficient to:

• Present clear and concise explanations of governing rules and regulations Explain the reasons for transactions and procedures, rules and regulations so others understand the information they are being given

Knowledge of customer service practices and principles sufficient to:

• Identify each customer’s needs, meet quality standards for services, and evaluate customer satisfaction

Skill in customer service sufficient to:

• Perform the duties described above with courtesy, respect, and interest in positive problem solving
• Effectively communicate and elicit information; interpret and explain program information with tact and diplomacy in difficult situations

Ability to:

• Use customer skills on the phone, in person and online to provide effective general and specialized office support (this requires common courtesy, tact, interest in positive problem solving, empathy, and the ability to organize ideas logically)
• Learn to use a multi-line telephone console
• Explain laws, rules, regulations, standards, policies and procedures to customers
• Manage customers’ complaints tactfully and thoroughly

​Knowledge of math sufficient to:

• Add, subtract, multiply and divide; calculate percentages; use simple formulas and determine eligibility and level of benefits

Skill in math sufficient to:

• Apply simple formulas to financial data, compute account balances and amounts owed

Ability to:

• Responsibly handle cash and credit card payments and reconcile cash drawer

Preferred Qualification 

• Experience working with computer systems such as help desk software and MNState Integrated Statewide Records System (ISRS) student demographic, academic, and financial modules
• Knowledge of State and Federal financial aid rules and regulations
• Experience working in team environment/work-setting requiring flexibility and collaboration
• Thorough understanding of Minnesota State University, Mankato policies, procedures, departments and services
• One year of post-secondary education
• Demonstrated commitment to fostering a diverse working and learning environment.

Other Requirements

Work safely at all times, which includes but is not limited to, participating and completing all required safety trainings, as well as performing all job tasks in accordance with Minnesota State University, Mankato policies and procedures utilizing appropriate tools, equipment and personal protective equipment.

The Minnesota State University, Mankato Annual Security and Fire Safety Report is available for your review. This report is required by federal law and contains policy statements and crime statistics for the University. The policy statements address the school’s policies, procedures and programs concerning safety and security. Three years’ worth of statistics are included for certain types of crimes that were reported to have occurred on-campus, or in other Uni