POSITION DESCRIPTIONDepartment:Client ServicesPosition:Client Service RepresentativeReports To:Supervisor of Client Services Work Hours:7a-4 p - OT as required8a-5p - OT as required9a-6p - OT as requiredWork Days:Monday - FridaySalary Grade:Currently UnclassifiedRevised Date:1/21/21Job Functions:
Provide quality Customer Service to external clients on all Global issues - 95%Task Listing
(50%) Respond to external client inquiries regarding Global processing within the same day as request. Inquires will be received via e-mail, chat, voice mail, and hardcopy request.(25%) Research and track client inquiries via company software and/or other methods if required through to closure of the clients' concerns or issues.(10%) Provide guidance on Global procedures, Financial Aid Regulations, and technical guidance on SAINT Director software and SAINT Student, Global Core, report server, JIRA, and Globalpedia.(5%) Process and approve or deny Professional Judgments and Federal Work Study descriptions.(5%)) Listening and observing changes in clients' corporate structure, new hires and internal processing changes and reporting to CSD to ensure any adjustments necessary in Global's process is performed.(5%) Participate in meetings/calls related to improved process for clients weekly, bi-monthly or monthly. The data points for discussion will be provided prior to the call by the Business and Report Analyst.Note: CORE Servicing and Reporting may be different due to the software platform; however, the CSR's still have to comply with the requirements listed above related to the CORE system and servicing of clients.
Other duties as assigned - 5% Knowledge, Skills and Abilities Requirements
- (70%) ability to communicate effectively orally and in writing using the English language.
- Exhibit a positive attitude to internal and external clients.
- Ability to adhere to all company policies and procedures required for this position.
- Ability to use computers to input and export data used for Customer Service position.
- Ability to professionally communicate with others through e-mail, chat, voice mail, and memo correspondence.
- Knowledge of Financial Aid - Title IV Funds.
- Knowledge of professional and successful customer service techniques.
- Analytical skills used to determine, evaluate and resolve individual issues related to client inquiries of all departments.
- Ability to work independently under minimal supervision as well as in a team environment.
- Ability to persuade clients to supply required information in timely fashion.
- Ability to handle multiple tasks in accurate and professional manner.
- Ability to work under deadlines.
- Ability to handle difficult and stressful situations in a professional manner
- Ability to adhere to all company policies.
Physical Demands:
- Sitting Frequently
- Turning/Twisting Frequently
- Standing Occasionally
- Walking Frequently
- Bending/Stooping Seldom
- Lifting (5-10 lbs.) Seldom
- Using hands for frequent repetitive actions Continuously
- Speaking Continuously
- Hearing Continuously
- Vision - Near (working with small objects at near distance) Continuously
- Noise Intensity Moderate
Educational Requirements: High School graduate required.Experience Requirements: 6 months financial aid experience preferred.Typical Previous Position: Compliance SpecialistTypical Next Position: Sr. Customer Service RepresentativeNOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS JOB AT ANY TIME.NOTICE: Applicant(s) selected for this position is subject to a check to verify that he/she has not defaulted on any loan funded or guaranteed by the U.S. Department of Education. Applicants found to be in default will be contacted to make arrangements for repayment prior to being made and official offer of employment.