To apply for a job at Central Washington University, please go to careers.cwu.edu. Central Washington University is an Affirmative Action/ Equal Opportunity/Title IX employer committed to providing employment opportunities without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, disability, or protected veteran status.
Job ID 1531 Location Ellensburg Full/Part Time Full-Time Regular/Temporary Regular
The Student Financial Services (SFS) Customer Service Specialist independently provides information, advice, and counsel on a variety of federal, state, and institutional financial aid and student account policies and procedures. The position also provides information on scholarships, loans, grants, awards, employment opportunities, and student accounts in order to help customers resolve issues, complaints or in response to requests for assistance. In this capacity, the incumbent plays a critical role in the University's recruitment and retention efforts.
Customer Service: - Assists clients to resolve issues or complaints. Provides advice, interpretation and counsel to clients regarding a broad range of financial aid rules, regulations, policies and procedures. Interprets detailed data and communicates accurate information in-person, over the phone and via email under tight time constraints and heavy traffic, including difficult, emotional and sometimes upset clients. - Provides information for financial aid recipients and prospective students. The SFS Customer Service Specialist assists students with financial aid eligibility issues, interpretation, and explanation. This position is trained on Financial Aid and Student Account knowledge in order to independently resolve issues, complaints, inquiries, and other client/customer service problems. Works with other SFS staff to help resolve customer issues and complaints, as needed. - Communicates clearly, in writing and speech, to facilitate understanding of regulations, procedures and policies so as to avoid areas of confusion and misunderstanding. - Provides day-to day support, assistance, and interpretation in all aspects of financial aid and student account processing: applications, verification, eligibility, award notices, loans, scholarships, other funds, direct deposits, payments, 1098t, and account balance. Applies understanding to interpret and communicate university financial aid and student account policy. - Proposes and develops system and non-system solutions for recurring problems. - Verify/check the customer call back queue and make sure Financial Aid, Student Account, and Cashier staff are returning calls placed in their queue in a timely manner; contact staff with reminders or move calls to another staff member if someone is out of the office for a period of time. - Compose email correspondence in response to requests for documentation and information. - Maintain up-to-date copies of forms and information handouts distributed to students and parents.
Development/Proficiency: - Remains current in the field, through research, training, use of professional publications, manuals, and Internet resources, and participate in developing procedures relevant to customer service in the Office of Financial Aid. - Acquires and maintains technical proficiency of Financial Aid and Student Account Management system screens containing detailed and confidential information on financial aid, individual document tracking, verification, application status, eligibility status, and award data. Reconciles social security numbers on ISIR data from FAFSA with a CWU Student ID and creating CWU ID's if needed. - Develops a working knowledge of Admissions, Registrar, and Housing functions in order to assist students and parents with the financial aid process and to refer students and parents to the appropriate personnel or offices.
Lead Duties: - Assigns and checks work and provides training. May provide feedback to supervisor to assist with work assignments and job performance.
- Other duties as assigned
Working experience in a professional office environment.
Working experience providing customer service, resolving issues, problems, and complaints; to a diverse population.
Demonstrated ability to effectively interpret and explain policies and procedures.
Demonstrated excellent written/oral communication skills.
Experience with Microsoft office and related applications. OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.
Experience working with PeopleSoft Campus Solutions.
Working knowledge of Federal/State financial aid rules and policies.
Experience providing customer service in a Higher Education environment.
Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.
Pay,Benefits, & Work Schedule
Salary: $2,535/month with periodic increases up to $3,276/month
Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch) / PSE Barganining Unit 6
Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer work station for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.
Benefits : CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit: http://www.cwu.edu/hr/benefits-0
How To Apply
To apply for this position, you must complete the on-line application and attach:
A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting;
Resume including work history, education, training; and
Contact information for three professional references.
Screening Begins: August 11, 2017
**Priority will be given to applications received by the screening date. Incomplete applications will not be considered.
Please contact Human Resources at firstname.lastname@example.org or 509-963-1202 if you require technical assistance with the on-line application process.
Conditions of Employment
Prior to employment, final candidate(s) will be required to submit to a background check. All information obtained through background investigations will be strictly confidential and revealed only to those required to have access.
This position is part of a Public School Employees of Washington (PSE) bargaining unit. New employees are required to meet the membership requirements of the current collective bargaining agreement within 30 calendar days of employment.
The seniority date for the selected applicant shall be set in accordance with Article 43.2 of the Public School Employees (PSE) collective bargaining agreement.
Located in historic Ellensburg, Washington, Central Washington University is a public four-year university. Home to over 10,000 students, Central has a commitment to hands-on learning and discovery, which takes students beyond the limits of the classroom and books. Central prepares students to become well-educated citizens who are ready for high-demand careers in the workforce and offers over 150 ...undergraduate majors as well as graduate studies programs and research. To prepare and enable students to succeed in a global economy, Central partners with over 30 colleges and universities around the world.CWU is an Affirmative Action/Equal Opportunity Employer/Title IX/Veteran/Disability Employer.