Tier 2 Student Support Specialist

University of the Cumberlands; Williamsburg (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

University of the Cumberlands in Kentucky is seeking a Customer Service Specialist to serve as the second tier of student support. You will handle escalated calls, manage student emails, and provide overflow coverage for the CSR queue.

You will also resolve financial aid and student account questions directly and document all interactions in the university system. With training in financial aid and student accounts, you will aim to resolve issues on first or second contact, reducing repeated

Qualifications

• 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.

Responsibilities

• Serve as the front line for calls escalated by Customer Service Representatives.
• Provide overflow coverage for the initial Customer Service Representative 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.
• Identify the underlying cause of a student's contact and take action to resolve it, rather than taking a message or forwarding the issue.
• Route complex cases to a Financial Aid Specialist with complete and accurate case notes so the student does not need to repeat information.
• Document all student interactions accurately in University systems.
• Serve as a resource to Customer Service Representatives and assist with training and knowledge sharing.
• Stay informed about changes in financial aid and student accounts policies and procedures.
• Ensure compliance with FERPA and all University policies governing student information.

Skills

Financial aid knowledge

Telephone skills

Communication with students

Problem-solving

Attention to detail

FERPA compliance

Education

Associate degree or equivalent experience

B.A. or B.S. preferred

Tools

Microsoft Office

Job description

University of the Cumberlands in Kentucky is seeking a Customer Service Specialist to serve as the second tier of student support. You will handle escalated calls, manage student emails, and provide overflow coverage for the CSR queue.

You will also resolve financial aid and student account questions directly and document all interactions in the university system. With training in financial aid and student accounts, you will aim to resolve issues on first or second contact, reducing repeated