Call Center Representative (Financial Aid Support)

Call Center Representative (Financial Aid Support) The Call Center Representative (Financial Aid Support) is responsible for answering 90% of all incoming calls through the phone queue to assist students with their financial aid questions. This role will also handle the imaging of documents along with the incoming electronic communication via emails and livechat.

The Financial Aid Support Coordinator team will guide students through application processes, help determine eligibility, and provide clarity and understanding on how financial aid impacts their academic pursuits with the necessary steps to secure funding plans.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides exceptional customer service for students and staff:

Remains readily available and prepared to field incoming communication.

Input clear and concise notes into the SIS-CampusVue- Student Information System as well as SalesForce.

Responds to all communication (Voicemail, Email, IM, Phone Calls and Live Chat) within 24 business hours regarding general questions for the Financial Aid Department from Students.

Images NSLDS/COD along with EC/MPN checks

Ensures punctuality for scheduled meetings and calls set for the Financial Aid Department Counselors and Advisors.

Communicates with students in a professional manner.

Establishes and nurtures engaged working relationships with institution counterparts.

Communicate with students, parents, and other interested parties on the availability of financial aid programs:

Demonstrates understanding of available programs and their requirements.

Articulates technical topics in a relatable fashion.

Explores and explains all relevant financial aid options.

Prioritizes pursuing understanding over the mere delivery of information.

Is a steward of the Student Finance Department

Successfully implements new procedures.

Communicate calculated awards accurately.

Document Imaging from: Postal Mail Retrieved Digital Documents sent via email/fax and retrieved from essential secu