Customer Service Specialist Intermediate

Minnesota State Colleges and Universities•Moorhead, MN

3d•Onsite

About The Position

This position exists to function as the customer service face and voice of the Office of Scholarship & Financial Aid (OSFA) via in-person, electronic (including social media), and phone. The position works extensively with students, parents, and others throughout the financial aid application and verification process; and processes financial aid documents to resolve discrepancies.

Requirements

Customer service skills sufficient to explain procedures, gather information, and respond effectively to customer inquiries.
Knowledge of general office practices sufficient to perform administrative support, recordkeeping, and data entry functions.
Communication skills sufficient to understand instructions, research information, and provide clear responses to customers.
Ability to organize and prioritize work while maintaining accuracy and managing multiple tasks.
Ability to maintain confidentiality and apply applicable policies, procedures, and regulations in daily work.
Must be able to lawfully accept employment in the United States by the day employment begins.

Nice To Haves

Work experience in a student financial aid office
Knowledge of student financial aid application processes

Responsibilities

Provide customer service and reception via in-person, electronic, and phone contact. Maintain composure and tact during stressful situations. Be flexible and adaptive to change in policies, procedures, and operations. Create a welcoming environment for all customers. Explain and interpret financial aid program policies, procedures, and terminology for all customers. Refer non-routine questions and those with appointments to the appropriate person. Assist students and parents in the completion of financial aid documents. Provide timely responses to inquiries with accurate and appropriate information. Provide office scheduling as needed. Maintain and adequate supply of financial aid application forms. Maintain current procedures manual.
Process financial aid application documents and resolve discrepancies. Monitor the status of all aid applications and identify those that require review. Route applications for review as needed. Receive financial aid documents from a variety of sources (electronic, mail, and in-person); prepare and enter documents to financial aid processing systems; and route documentation as needed. Review application documents for accuracy and completion, identify items that need resolution, and forward for correction processing. Request incomplete and/or missing documentation from applicants via system-generation communications, electronic, or phone. Contact applicants and/or parents via electronic or phone communication for complex requests. Maintain regular communication until the correct documentation is received and the application is complete. Resolve discrepancies in University records with other departments. Participate in training opportunities to stay abreast of changes to application processing and changes to federal, state, and University policies and procedures. Communicate any relevant changes to student employees. Utilize technology to scan, verify the quality, and link documents to the correct student; and route documentation as needed. Maintain current procedures manual.
Hire, train, assign, supervise, and evaluate the work of student employees Train student employees to work independently to provide customer service via in-person, electronic, and phone communications; schedule appointments; and provide accurate answers to commonly asked questions. Maintain current procedures manual
Create content and monitor OSFA social media and other electronic communications (e.g. text messaging) in accordance with University policies and procedures. Create unique content and/or use content from legitimate, reputable organizations/businesses (e.g. MSUM, MinnState System, Federal Student Aid, National Association of Financial Aid Administrators, private lenders, loan servicers) Work in conjunction with MSUM Marketing, Admissions, and other campus partners as needed to coordinate messaging
Work and interact effectively with designated persons, supervisory staff, and all OSFA and University personnel. Function as a team member by cooperating with all personnel to ensure cohesive and effective office operations. Accept oral and written direction, and perform assigned duties in accordance within the parameters of supervisory instruction. Perform other duties as assigned.

Benefits

Low-cost medical and dental insurance with affordable deductibles
Employer-paid life insurance
Short- and long-term disability
Pre-tax healthcare and dependent care accounts with a roll-over option
Confidential Employee Assistance Program (EAP) for mental health, legal, and financial counseling
12 paid holidays
Generous vacation and sick time
Six weeks of Paid Parental Leave
Pension Plan
457(b) and 403(b) retirement accounts
Various investment options
Professional development
Tuition waivers for both you and your dependents