Customer Service Representative

Posting Number S06894P Position Title Customer Service Representative Department Financial Aid Location Arlington Position Status Full-time Work Schedule Salary Salary is commensurate based on qualifications and relevant experience up to $36,200 Pay Basis Bi-weekly Job Summary Essential Duties and Responsibilities

• Answer incoming calls and provide excellent service with great attention to detail.
• Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties
• Provide accurate, clear, and concise information to students, parents, and campus partners consistently.
• Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.
• Perform work in one of the following areas:
• Financial Aid:
  • Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments. 
  • Reading and understanding financial accounts, including payments, charges, and refunds.

• Admissions:
  • Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc. 
  • Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation. 
  • Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.
• Student Accounts and Registrar:
  • Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers. 
  • Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.
• Document every interaction in MyMav according to set department guideline.
• Performs other duties assigned.

Minimum Qualifications

• High School diploma. 
• Three (3) years of customer service experience or the equivalent combination of experience and education.

Preferred Qualifications

• Two (2) years of general office or administrative experience. 
• Higher education and/or contact center experience.
• Bi-lingual (Spanish and English).
• \Experience/knowledge working with an integrated student information system such as PeopleSoft, (or learn within six (6) months of hire). 

Knowledge, Skills and Abilities

• Excellent communication skills. 
• Must be able to communicate professionally via email. 
• Must be able type and talk simultaneously. 
• Basic knowledge of various MS Office software products such as Outlook, Word, and Excel. 
• Ability to use various office equipment, contact center software, softphone, headset, copier, and laser/fax/copier.

Other Requirements Workplace and Eligibility Conditions Benefits Eligible Yes Benefits at UTA CBC Requirement