Financial Aid Call Center Specialist

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$37,465.00/yr - $44,958.00/yr

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Location:

2200 W. University Drive, McKinney, Texas, 75071

We are searching for candidates that meet the required qualifications and experience and are able to perform the essential duties and responsibilities.

Provide one-on-one customer service to current and prospective students by answering the telephones, live chat, email accounts, assisting with applying to the college and federal and state financial aid, and processing a variety of documents for student records.

• Respond to inbound /outbound telephone calls via multi line phone system platform (Cisco Agent Desktop application or similar) regarding any student inquiry. Specialized focus can include admissions applications and onboarding processes, financial aid, veteran’s benefits and exemptions, registration and payment.
• Follow up with students on questions that require additional research after triaging issue(s) and their account using relevant division resources and expertise.
• Respond to students’ questions and issues both telephonically and via email with accurate and timely response.
• Respond to customer inquiries over the telephone and via email, in a friendly and professional manner.
• Forward or tighten as appropriate, questions and/or issues that cannot be answered/handled at this level.
• Document all call information according to standard operating procedures.
• Utilize student information system to review students’ account and inform students of potential resolutions, next steps or options.
• Maintain confidentiality of student records (in compliance with the Family Educational Rights and Privacy Act).
• Provide personalized customer service at the highest level. Understands and satisfies customer needs. Capitalizes on opportunities to improve customer experience.

• Perform other duties as assigned.
• Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.

• Knowledge of Collin policies and procedures
• Knowledge of admissions, registration and financial processes
• Knowledge of College’s Student Information System (SIS)
• Knowledge of the Family Educational Rights and Privacy Act (FERPA)
• Knowledge of all associated websites where applications and/or required processes (e.g. Apply Texas, FAFSA, as well as Collin admissions, financial aid, registration, payment and other student websites.)
• Knowledge of available resources
• Verbal and written communication skills
• Critical thinking skills
• Ability to pay attention to details
• Ability to use Cisco Agent phone system and software
• Ability to work in a fast-paced and often stressful environment
• Ability to make appropriate and timely referrals
• Ability to analyze and troubleshoot issues
• Ability to provide accurate information to customers

Sedentary Work - Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Positions in this class typically include talking, hearing, seeing, grasping, standing, walking and repetitive motions, plus stooping, kneeling, crouching, and reaching.

Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort required.

Associate degree from an accredited institution and two (2) years of related experience.

Experience with student information system software and Cisco Agent Desktop application.

At least sixty (60) hours of college credit, or at least two (2) additional years of directly-related experience may be substituted to meet the education requirement.

This position is Security Sensitive,…