Customer Service Representative

Job Summary/Basic Function: This position provides accurate and timely information, and assists students to better understand the resources they have available to pay for their education. Whether in‑person, over the phone, or via email, the Customer Service Representative 2 makes a positive difference in the lives of students every day by employing outstanding customer service and effective communication skills. This role can include wearing many different hats such as that of an interviewer, a detective, a confidant, or a lifeline in order to achieve the goal of providing an experience that ensures students know they matter and belong within the Boise State community.

The Financial Aid and Scholarships Department at Boise State University helps students and their families navigate the process of funding a college education. This office is a central resource for all types of financial assistance, ensuring students understand their options and have the support they need to afford their education. We also foster a respectful, collaborative, and results‑driven work environment where all employees are encouraged to develop professionally, support team efforts, and take accountability for their actions.

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non‑routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

60% of the Time the Customer Service Representative 2 must:

• Work effectively with external customers in‑person, via email or phone
• Provide assistance to prospective students, current students, their family members, high school counselors, and other departments on campus
• Requires knowledge, confidence, and judgment to answer complex requests
• Conduct in‑depth interviews to elicit and record sensitive information
• Determine customers’ requests and needs and provide specialized information about financial aid and scholarship programs and services
• Interpret technical information, and resolve complex, varied and challenging issues
• Prepare clear and concise responses for customers
• Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record‑keeping systems by adding or deleting information; compiling data and preparing reports

35% of the Time the Customer Service Representative 2 must:

• Maintain accurate working knowledge on current and upcoming state, federal, and university regulations relating to financial aid and scholarships
• Determine the individual financial needs of a student, recommending available options and next steps
• Answer financial aid‑related questions, clarifying information, and working with students and their families to understand how to proceed with the financial aid and scholarships process. Protecting individuals’ confidential information
• Process student requests and/or initiating actions required
• Collaborate with staff within the Office of Financial Aid and other departments on campus

5% of Time the Customer Service Representative 2 must:

• Perform other duties as assigned

• Pleasant and positive demeanor with a commitment to exceptional customer service
• Professional communication skills in all platforms: phone, email, or in‑person
• Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology
• High degree of human relation skills is required to persuade or influence others’ behavior
• Strong ability to multitask and manage multiple priorities simultaneously
• Computer technology skills including the ability to competently navigate an enterprise resource management system, and intermediate keyboard skills of at least 40 WPM

Some knowledge of: interviewing methods.

Experience:

interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data…