Customer Service Representative - Application Processor (Part-time)

mccneb; Nebraska; On-site; USD 26,000 - 37,000; Part time

Job summary

Metropolitan Community College is seeking a Customer Service Representative - Application Processor to join the team at the Sarpy Center. You will process applications for new and returning students, provide first-call resolution, and guide students through Unity tools and MCC services.

The role involves assisting with financial aid processes, coordinating with Academic Affairs, and offering support via phone, chat, video, text, or email to help students get started.

Qualifications

• Associate degree required; Bachelor’s degree preferred.
• Four (4) years of full-time related work experience in a customer service environment, and preferred one (1) year of call center experience.
• Must pass a background check.
• Knowledge of FERPA and maintaining confidentiality.

Responsibilities

• Review applications for accuracy and completion.
• Navigate CRM dashboards to process applications and troubleshoot system errors.
• Follow up with prospective students via phone or onsite appointments.
• Coach students to search for and enroll in classes using Unity.
• Assist students with financial aid processes such as FAFSA-related steps.

Skills

Empathy

Problem solving

Customer service

Communication

Detail orientation

Teamwork

Confidentiality

FERPA knowledge

MS Office

Education

Associate's degree

Bachelor's degree preferred

Tools

CRM systems

Unity

Microsoft Office

Job description

Classification

Regular

Minimum Pay

$22.70 Compensation will be commensurate with the level of the position, education, and experience.

Job Description Summary

The Customer Service Representative - Application Processor serves as a team member of the College's contact center, processing applications for new and returning students and providing first call resolution, answering and directing caller's questions. The Representative will review and process applications, track applicant inquiries and duplicates, and may assist new students, via phone, chat, virtual video, text or email, in getting started at MCC, determine placement testing needs and interpret scores and guide students to the on-line orientation program and overall navigation of MCC services.

The Customer Service Representative will work with prospective, current and returning students that do not require an Advising session to register for classes. They will answer the Recruit Help line to assist with callers regarding applications questions. They may help these students by providing training on the various tools available to the student through MyWay and guide students to information on MCC website. They may provide basic financial aid support to include, but not limited to, information on the process to complete the Free Application for Federal Student Aid (FAFSA).

Essential Position Functions

• Review applications for accuracy and completion
• Navigate CRM dashboards to process applications and troubleshoot system errors.
• Follow up with prospective students via phone or onsite appointments
• Coach and assist students in how to search for and enroll in classes using Unity.
• Coach students to utilize the various tools available in Unity.
• Assist students with financial aid processes such as application and appeals.
• Determine when a student needs to meet with an Academic Advisor or Counselor.
• Work with Academic Affairs and MIS to resolve prerequisite issues students encounter during the registration process.
• Participate in Virtual Video conferencing as scheduled or assigned.
• Attend work activities or programs as scheduled or assigned

Work Requirements

• This is a part-time position working Monday - Friday, either 9am - 3pm or 10am to 4pm.
• This is an on-premise position located at the Sarpy Center.

Knowledge, Skills and Abilities

• Disciplined, organized and possess empathy and critical problem-solving skills.
• Ability to listen intently and communicate clearly and must exercise tact, diplomacy, and sound judgment in stressful situations.
• Strong customer service skills, especially when handling difficult interpersonal situations.
• Ability to work independently and/or as part of a team.
• Ability to demonstrate a positive and professional attitude.
• Ability to pay close attention to detail and maintain confidentiality.
• Knowledge of College policies and procedures related to student enrollment.
• Knowledge and compliance of FERPA laws regarding confidentiality.
• Knowledge of general office procedures and have experience operating computer applications including but not limited to Microsoft Office Professional and College supported software.
• Knowledge of the Internet and ability to locate College sites and print course descriptions.
• Ability to effectively work and interact with various cultures and ethnicities.

Minimum Qualifications for Education and Experience

• Associate's degree required. Bachelors preferred.
• Four (4) years of full-time related work experience in a customer service environment, and preferred one (1) year of call center experience, preferably in higher education.
• Equivalent combination of education and/or work experience considered.
• Must pass a background check.

The specific statements shown in each section of this description are not intended to be all inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Metropolitan Community College recognizes that an individual with a disability may require an accommodation to enable the candidate to successfully perform a job function. Consideration will be given to reasonable accommodations.