Customer Service Agent

USNH Employees should apply within Workday through the Jobs Hub app

The Customer Service Agent position works within the fast-paced Student Financial Services office. This position reports to the Student Financial Services Customer Service Manager, and serves as the face of the university interacting with both prospective and current students as well as their families. They will be responsible for providing a variety of customer service support to students, families, faculty, staff, and the general public.

Job Duties:

Assisting Students and Families

• First point of contact for students and families in person, on the phone, or via email.

• Triage each contact, provide answers or requested information, if needed, connect the student or family with appropriate specialty area of office.

• Greeting visitors, assessing needs, answering questions, accepting payments, and providing guidance on Financial Aid and Billing issues

• Provide an engaging in-person support atmosphere for students and families seeking additional help.

• This ultimately helps contribute to all recruiting and retention efforts.

• Answer inbound phone calls, assessing needs and providing guidance.

• Assists students with the completion of forms and requirements.

• Monitoring Student Financial Services central email box – reviewing, investigating, and responding to emails.

• Reviewing and resolving issues on student accounts or financial aid applications.

• Investigating complex student inquiries – reaching out to other departments for information, making decisions, and escalating situations as necessary.

• Updating student account profiles with pertinent information.

• Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and financial aid application process.

Operational Duties

• Complete various Student Financial Services projects as necessary to support departmental operations including organizing special outreach messaging to students and participation in events such as Freshman Move-in, Orientation, Commencement, etc.

• Serve as backup for Financial Aid or Student Accounts staff members with various duties. For example, this position will provide support to the primary staff member responsible for 1098T process. Counsel student and families about the 1098 T form, investigate errors, and work with primary to develop resolutions.

• Assists with the development and processing of Dynamic Forms, our secure portal for document upload.

• Collect fee payments from student organizations and clubs.

• Partially oversee the daily tasks of the student workers.

Minimum Qualifications:

• High school graduation and three years of related business/accounting/bookkeeping experience.

• Associate’s degree in Accounting and one year business, accounting or bookkeeping experience, or any combination equal to three years.

• To the extent required by department, computer application skills, such as spreadsheets, word processing, e-mail, browser software, data entry/retrieval/management, and knowledge of other software applications.

• Customer service skills including the ability to establish and maintain effective working relationships with faculty, staff, students and the general public.

• Aptitude for learning new business/accounting procedures and technology.

• Organizational and analytical abilities.

• Excellent verbal and written communication skills.

• Ability to handle confidential information.

Preferred Qualifications:

• Associate’s Degree or higher.

• 2-3 years in a customer service capacity.

• Experience with working in an educational environment

• Experience with Workday software.

• Excellent mathematical and problem solving skills.

Applicant instructions:

Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application:

• Resume/CV

• Cover Letter

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position