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Customer Service Specialist (Financial Services)

Company: Western Governors University
Location: Salt Lake City
Posted on: January 15, 2021

Job Description:

Posting Close Date: 9/23/2020**Are you the type of person who takes pride in helping others reach their goals? Are you an adaptable problem solver? Do you have an interest in learning more about Financial Aid? Are you looking for a career where you're excited to get up every day to go to work and make a difference? If so, this may be the position for you!**This role is an entry-level position within the Financial Aid department. We are similar to other call-center type environments and have opportunities for rapid advancement. Our team is friendly, helpful, and very supportive of each other and we work closely with other teams in the University. The Financial Support Specialist is responsible for responding to all general student inquiries regarding Financial Aid and Student Accounts functions. The Financial Services Specialists are responsible for providing clear communication and support to students, while ensuring the student has a satisfied experience. The Financial Services Specialist I will also provide support to, enrollment/admissions representatives, mentors and other WGU staff to serve our students. Individuals in this position must stay abreast on Federal and State Regulatory changes to ensure that WGU operates in compliance with all applicable regulations. Essential Functions and Responsibilities - Customer Service - Call-Center Type Environment (We move fast and work hard, but we have minimal metrics and a fun environment) * Support WGU retention and graduation goals * Serve as the first point of contact for students answering inbound calls and responding to emails from students with general inquiries about funding and/or tuition payment plans and scheduled. * Respond to student inquiries in a timely manner with the objective of providing student resolution during their first call or interaction * Utilize available resources (Knowledge Base, Student Handbook, internal systems, etc.) * Accurately track all interactions with students within our Customer Relationship Management (CRM) system, including any issues which require escalation * Identify and escalate priority issues to the appropriate resources as defined by business practices * Respond to standard/general questions regarding Federal Financial Aid, billing, payments * Communicate and explain any general and frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement * Able to understand and explain Federal Guidelines and Regulations to students * Foundational knowledge of the award policies and procedures and how they affect the student * Understanding of math, finance, computers and WGU's billing cycles * Research student records and provide detailed information regarding tuition and fees, payment plans, etc. * Comply with WGU, State and Federal Regulations and procedures Knowledge and Abilities - * Strong customer service background * Ability to change tasks quickly and accurately between calls, chats, and emails * Skilled in use of most types of office software (word, outlook,, etc) * Ability to work in a fast-paced environment and adaptable to change * Attention to detail, accuracy and completeness * Ability to work as a contributing member in a team environment * Able to communicate effectively and professionally verbally and in writing * Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor * Perform daily responsibilities in a professional, friendly and efficient manner * Must be self-motivated, willing to seek out new challenges and information * Must be able to spend the majority of each work day logged into our phone system and available to take calls from staff and students * Able to work closely as a team, communicating concerns and bringing resolution to issues * Must possess excellent written and verbal communication skills Minimum Qualifications: * High School Diploma or GED required * Prior work call-center work experience * Be in good standing with the Department of Education; No loans in default Preferred Qualifications: * Experience with Salesforce, Banner, Onbase, NSLDS, COD * Knowledge of general accounting, Banner tuition billing procedures, CashNet Working Conditions - * Some evening hours may be required * Work is in a typical office environment #LI-ML3#AADisclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time. As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity. SDL2017

Keywords: Western Governors University, Salt Lake City , Customer Service Specialist (Financial Services), Other , Salt Lake City, Utah

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