60% of 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
Requirement to 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 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:
