Location: Greenville,SC, USA
Working Title 10422 Administrative Support Specialist Position Number 944637 Department AAH Financial Aid Awrds Schlrshps Department Homepage Advertising Department STUDENT FINANCIAL AID Division Academic Affairs Classification Title Competency Level 2 - Journey Number of Vacancies 1 Full Time Equivalent (FTE) 1.0 Hourly Salary Rate/Range 15.00 - 19.30 Work Schedule M-F Position Location (City) Greenville Position Type Temporary Staff Job Category Staff - Office/Clerical Primary Function of Organizational Unit
The mission of the Office of Student Financial Aid is to offer a comprehensive financial aid program that attempts to meet the total financial needs of all university students, utilizing aid programs from all sources for which students are believed to be eligible, designing financial aid packages in ways that assist students in receiving quality education and support their academic objectives.The mission of the Cashier's office is to calculate student bills with other university agencies and collect funds and monitor each student's account by applying financial aid funds to the account and then either billing student the remainder due, or issuing a refund.The mission of the call center is to field calls from students and parents for both the Cashier's and Financial Aid Offices. Ascertain the nature of the call, answer level one questions and forward any level two question to the Cashier's, Financial Aid, or another campus office (the Registrar's office for example). Represent the offices and East Carolina University in a clear, pleasant, and professional manor.
Job Duties
25%
Program Knowledge: Position requires a thorough understanding of the processes, procedures, and timelines for the Cashier's Office and be aware how that office interacts with other university departments; such as housing, and the registrar. Position will be the Cashier's Office representative within the Call Center and be available to answer general questions from the rest of the call center staff. Position also requires a working understanding of the Financial Aid Office; their processes, procedures, and timelines. Will be aware when billing, award, tracking, and other mass mailings or emails are sent to students in order to be ready with accurate answers for an increased volume in calls and questions. Also must understand the processes of the offices so the specific questions can be answered quickly or sent to the appropriate level two office. Must be able to clearly and quickly communicate all processes to the caller. Position must understand the information that can or cannot be given under the Family Education Rights and Privacy Act of 1974 (FERPA) and correctly understand and interpret the Buckley Form on ECU's Onestop website. Position must be knowledgeable about student Banner and how to navigate through the student record to find necessary information to assist the student. Must be able to move quickly between banner screens containing information about student financial aid, cashier's account, as well academic/registration information while talking to the student.
75% CommunicationVerbal: The position will spend the majority of time serving as the front line, answering phones for the Financial Aid Office and Cashier's Office. Position will need to listen carefully to the student/parent questions and ascertain whether it is a level one question that can be answered within the call center, or if it is a level two question and needs to be directed to either a financial aid counselor, or the cashier's office. The position will do this by properly interpreting banner student data base information including financial aid records, cashier's records, registration and other academic records. Knowing the functions of each office as they relate to student is a priority so that the call can be transferred correctly. This will help keep students 'out of queue' and avoid long wait times or calls that are transferred back and forth. The position is responsible for making the client feel welcome and positive about the encounter with the financial aid and cashier's offices and the University as the position is are the public voice for the office. The position will at times be dealing with an extremely high volume of calls and it is essential that the new hire try to answer each question or re-direct the call as quickly as possible so that every caller gets an accurate answer. Recognizing that some callers may be angry or upset; the new hire must maintain a pleasant and professional demeanor with each client. This position will identify any recurring issues/questions with students as well as issues/problems regarding the interaction between departments and bring them to the attention of the Call Center Customer Service Manager in a timely manner so that the issues/problems can be immediately addressed.
Minimum Education/Experience
High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
License or Certification Required by Statute or Regulation Preferred Experience, Skills, Training/Education License or Certification Required by the Department Special Instructions to Applicant
* Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section.
* If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
* Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
* Applicants must be currently authorized to work in the United States on a full-time basis.
* All applications must be submitted by 11:59 p.m. (EST) on the closing date indicated.
Job Open Date 10/10/2024 Job Close Date 10/24/2024 Quick Link for Direct Access to Posting AA/EOE
East Carolina University is an equal opportunity and affirmative action employer who is committed to workforce success and cultivating a culture of care, belonging and opportunity for our faculty, staff and learners and all stakeholders. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.
Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) ###-#### (Voice/TTY) or ...@ecu.edu.
Eligibility for Employment
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
Department for People Operations, Success, and Opportunity
If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) ###-#### or toll free at 1-866-###-#### or send an email to ...@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.