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Evergreen State College

2700 EVERGREEN PKWY NW
Olympia , WA
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Customer Service Specialist 3 ( Working Title: Financial Aid Customer Service Specialist 3)

Evergreen State College
Olympia, WA Full-time
Posted on May 23, 2019
Position Title Customer Service Specialist 3
Working Title Financial Aid Customer Service Specialist 3
Location Olympia
EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen’s non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage at www.evergreen.edu/equalopportunity or contact the Affirmative Action and Equal Opportunity Officer at (360) 867-5371, Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505.

Union Represented Yes
Overtime Eligible Yes
Monthly FTE 1.0
Salary Step (minimum monthly amount) $2,920.00
Salary Step (maximum monthly amount) $3,888.00
Cyclic Position No
Cyclic Details n/a
Project Position No
End Date n/a
Special Note

This is a full time, overtime eligible position in the Office of Financial Aid on the Olympia campus of The Evergreen State College.

Position Purpose

Under general supervision, develop, coordinate, and monitor the front-line customer service model and document tracking program within the Financial Aid Office in order to meet federal and state compliance requirements and to meet institutional recruitment and retention goals. Independently provide students, family members, staff, faculty, and the public with information and interpretation of rules, regulations, policies, and activities relating to Federal, State, and Institutional financial aid programs and lead the work of others performing such duties. Maintain confidential financial records and enter data into the student information system (Banner). This position reports to the Director of Financial Aid.

Nature and Scope  
Essential Functions

Financial Aid Program Information and Customer Service Lead
• Extensive involvement in independently providing information and interpretation to students, family members, staff, faculty, and the public regarding a broad range of financial aid rules, regulations, policies, and procedures in person, via telephone, and by email.
• Maintain customer service calendar and schedule, including shift calendar for front counter, phones, and scheduling in person meetings with Counselors. 
• Serve as a customer service expert and escalation point for inquiries not resolved at the first point of contact; de-escalate issues and select or recommend alternative courses of action.
• Train, lead, and monitor the work of others providing customer service to ensure responses to financial aid inquiries are correct and consistent with quality of customer service.
• Confer with other offices on and off campus to resolve complex student issues, including, but not limited to, U.S. Department of Education, Washington Student Achievement Council, and other federal and state agencies.
• Develop and maintain customer service training materials and guides relevant to providing students and others with correct, accurate, and helpful information.
• Attend training and conferences as directed to stay current in best practices regarding customer service and/or financial aid rules and regulations.

Document tracking and records maintenance
• Establish and maintain confidential financial aid records.
• Review and ensure the accuracy, completeness, and compliance requirements of all forms and records provided to financial aid, including, but not limited to, federal verification worksheets, federal income tax forms, and other federal, state, or legally required documentation.
• Scan and image all documentation received, index documentation accurately and completely to students’ financial aid file, and enter appropriate data to update students’ records in Banner.
• Maintain paper files, financial aid file room, and archived file location to ensure files are properly maintained and destroyed according to state and federally required schedules.
• Provide feedback, recommend changes, and assist in the development of forms and communications provided to students and others to determine eligibility for financial aid.
• Serve as a Notary Public.
• Lead the work of student and temporary employees including scheduling, assigning and checking work, and conducting performance evaluations.

Program/Office Organization
• Inventory and maintain office supplies.
• Complete purchase orders, order supplies, and retain documents as necessary; maintain login information for appropriate state-approved vendors.
• Monitor goods and services and other expenditure lines to ensure expenditures stay within budget.
• Act as Financial Aid purchasing card (p-card) custodian, including tracking purchases, printing monthly reports, and reconciling spending and charges.
• Other duties as assigned.

Additional Duties  
Knowledge Skills and Abilities

• Ability to understand and effectively communicate complex federal, state, and institutional financial aid regulations and processes.
• Excellent public relations, customer service, and communication skills and ability to create and foster an inclusive, diverse work environment.
• Skill in and ability to effectively mentor, train, and lead the work of regular, temporary, and student employees and provide constructive feedback when necessary.
• Ability to establish, revise, and document processes and procedures.
• Ability to establish and train others on guidelines and procedures consistent with an effective customer service model.
• Skill in de-escalation and conflict resolution.
• Ability to write effectively using correct spelling, grammar, and punctuation.
• Familiarity with services provided by other student-centered offices on campus and ability to refer people as necessary.
• Ability to develop and maintain constructive and cooperative working relationships with coworkers and staff in other offices on campus.
• Ability to enter data accurately using established processes.
• Proficient in the use of computers and software, including Microsoft Office (Word, Excel, Outlook, etc.), integrated student records system (Banner), and other relevant technology.
• Skill in tracking purchases and reconciling spending.
• Ability to maintain confidentiality and comply with FERPA.
• Ability to organize, prioritize, and perform multiple tasks, which require a high degree of accuracy and attention and may have conflicting deadlines, in a busy, distracting office environment.
• Ability to perform work at a desk/computer and operate standard office equipment.
• Ability to problem-solve.
• Ability to work independently.
• Ability to work occasional evening and weekend hours.
• Ability to travel to and work at additional campus locations, events, and trainings/conferences on an occasional basis.

Minimum Qualifications  
Desired Qualifications

• Experience mentoring and training customer service employees.
• Three years of full time customer service experience.
• Experience working in a student financial aid office in a higher education environment or transferrable experience working with customers or clients in crisis.

Conditions of Employment

• Must provide proof of identity and employment eligibility within three days of beginning work.
• This position is part of a bargaining unit and covered by a collective bargaining agreement.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Ability to work occasional evening and weekend hours and travel to additional campus locations, events, and trainings/conferences.
• Must be eligible to obtain certification as a Notary Public.

Benefits

A full state benefits package which includes: paid sick and vacation leave; paid campus holidays; a generous medical, dental, life and disability insurance package for employees and dependents; retirement; deferred compensation and optional supplemental retirement accounts. For more information about Evergreen’s excellent employee benefits, please view http://www.evergreen.edu/payroll/benefits.htm

Posting Detail Information

 

Posting Number S2019-016
Number of Vacancies 1.0
Open Date 05/23/2019
Close Date 06/10/2019
Special Instructions to Applicants