Mar 13, 2018
Institution Type
Four-Year Institution

Duties: Reports to the Manager of the Contact Center for Student Registration and Financial Services (SRFS) and is responsible for answering questions received via the telephone, email, and at the front desk using a proactive, service-friendly, and professional approach. Analyzing diverse and complex student inquires within the Contact Center. Identify problems by pulling information from SRFS applications and other related Penn systems. In addition, is responsible for providing students and families with information in order to help resolve their problems/inquiries as they relate to billing, loan questions, financial aid application status, payment methods, dining, registration, housing and other related University matters. In accordance with SRFS policies issues late payment penalty waivers. Make request for refunds to be processed. Serve as a student advocate facilitating accessibility through the SRFS and University bureaucracy. Work activity is cyclical with peak volumes in July - August (First term bill), September (Back to School). During peak periods time off is limited.

Qualifications: A High School Diploma or GED and 3-5years of customer service experience or equivalent combination of education and experience is required. College degree preferred. Experience required, preferable in an academic setting or related area.

Requires customer service affinity and skills alongside a strong desire to help students and families resolve questions and issues. Effective oral, written, listening and communication skills. Dependability and reliability essential; problem solving and analytical ability; Multilingual a plus.

Ability to learn and retain a large volume of financial information, relay this information to a high volume of incoming calls and present similar information while working the front desk. Work in a fast paced environment that deals with sensitive family financial matters. Promptness and professional etiquette is essential to this position. Must be computer literate and be willing to learn new computer applications and systems.

Reference Number: 87-28199

Salary Grade: 024

Employment Type: Non-Exempt

Org: Student Financial Services

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: S-Clerical Financial

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