Student Support & Financial Aid Specialist

ucumberlands; Williamsburg (KY); In loco; USD 32.000 - 52.000; Tempo pieno

Descrizione del lavoro

University of the Cumberlands is seeking a Customer Service Specialist to support students with financial aid and student accounts, handling tier 2 escalations, emails, and overflow coverage for the CSR queue.

You will resolve issues on first or second contact when possible, document interactions in University systems, and stay current on policies while ensuring FERPA compliance and professional student interactions.

Competenze

• Associate degree or equivalent experience required; B.A. or B.S. preferred.
• One year of experience as a Customer Service Representative at the University, or in a comparable contact center or student services role, preferred.
• Strong computer skills including proficiency in Microsoft Office, with a willingness to learn University software products.
• Ability to work a flexible schedule, including occasional weekend work.

Mansioni

• Serve as the front line for calls escalated by Customer Service Representatives.
• Provide overflow coverage for the initial CSR queue during peak periods.
• Respond to student emails and CSR teams chats in a timely, professional, and tactful manner.
• Resolve financial aid and student account questions directly, including award status, missing documents and requirements, FAFSA and verification status, account balances, charges, payments, and refunds.
• Document all student interactions accurately in University systems.

Conoscenze

Phone skills

Problem-solving

Communication with students

Attention to detail

High-volume handling

Formazione

Associate degree or equivalent experience

BA/BS preferred

Strumenti

Microsoft Office

University software

Descrizione del lavoro

University of the Cumberlands is seeking a Customer Service Specialist to support students with financial aid and student accounts, handling tier 2 escalations, emails, and overflow coverage for the CSR queue.

You will resolve issues on first or second contact when possible, document interactions in University systems, and stay current on policies while ensuring FERPA compliance and professional student interactions.