Call Center Specialist

Collin College•Celina, TX

1d•Onsite

About The Position

Assist Financial Aid and Veteran Affairs students and parents via phone with the entire process of applying for benefits and aid, all the way through to receiving their award and benefit payments, while providing excellent customer service.

Requirements

Associate degree from an accredited institution and two (2) years of related experience required.
Knowledge of federal and state financial aid and veteran affairs regulations
Knowledge of Collin policies and procedures
Knowledge of Banner
Knowledge of Global
Knowledge of all associated websites where applications and/and/or required processes (e.g. FAFSA, GI BILL, student loans, NSLDS, Global, THECB, Collin.edu, etc.) are located
Knowledge of available resources
Organization skills
Customer Service skills
Verbal and written communication skills
Critical Thinking skills
Ability to pay attention to details
Ability to use Cisco Agent phone system and software
Ability to work in a fast-paced and often stressful environment
Ability to analyze and troubleshoot issues

Nice To Haves

Experience with Banner software, Global Financial Aid Services software (Global Core), Cisco Agent Desktop application and Veterans Affairs preferred.
At least sixty (60) hours or at least two (2) additional years of directly-related experience may be substituted to meet the education requirement.

Responsibilities

Respond to all inbound /outbound telephone calls via the Cisco Agent Desktop application regarding financial aid, veteran’s benefits and exemptions, research requested information, answer questions and inform students of current eligibility status using available resources.
Provide financial aid program assistance to students regarding the application process for grants, loans, scholarships, work-study, and/or other information related to financial aid as well as information and assistance to students who need to submit documentation and/or additional information such as for verification, appeals, etc.
Provide veterans benefits program assistance to students regarding the application process and/or other information related to the receipt of veterans benefits including assistance with submitting documentation and/or additional paperwork
Research questions (that cannot be answered immediately) and respond to customer inquiries accurately and expediently.
Responds to students questions and issues both telephonically and via email.
Forward or escalate as appropriate, questions and/or issues that cannot be answered/handled at this level.
Document all call information according to standard operating procedures.
Utilize Banner software to check students’ status and inform students of potential resolutions, next step or other options.
Utilize Global Financial Services software (Global Core) to check students’ status and inform students of potential resolutions, next step or other options.
Provide assistance to students and parents regarding how to log in, set up account and use of the Global portal.
Provide personalized customer service at the highest level.
Understands and satisfies customer needs.
Capitalizes on opportunities to improve customer experience.
Perform other duties as assigned.
Perform all duties to maintain all standards in accordance with College policies, procedures, and core values.