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Customer Service Representative - Tier 1

Job description


Working Title: Customer Service Representative - Tier 1

Position Type: University Operational and Administrative Staff

Department: Student Financial Services

Location: Charlottesville

Posting Date: 06-13-2018

Posting Summary:
The Student Financial Services Office is seeking a Customer Service Representative. Student Financial Services (SFS) has the privilege of serving UVA students and their families (both current and prospective) by helping them navigate the complex world of financial aid and paying for college. SFS provides ongoing, high-touch outreach in person, online, and via their contact center.

SFS Customer Service Representatives respond to a high volume of customer service inquiries about the company's services, determine the best method to resolve problems to ensure customer satisfaction and adherence to company policies. Additionally, they coordinate problem resolution with appropriate departments/personnel and follow up, either verbally or in writing, to ensure customer satisfaction.

A High School Diploma or equivalent is required, a Bachelor's Degree is preferred. Experience in customer service including establishing rapport, discussing sensitive and personal information, listening and resolving customer concerns/questions is required. Communication over the phone, in person, and written is essential as is customer service experience in a one-on-one counseling role. Experience working with and communicating effectively with students and parents in a higher education environment is preferable.

The ability to attend to details and well developed computer and web-based skills, and ability to synthesize large volumes of information from numerous sources and ability to utilize all available resources appropriately; ability to consistently apply federal, state and institutional regulation and policy are required. Additionally, the ability to prioritize duties and responsibilities to meet office goals and objectives; ability to perform administrative tasks independently on a daily basis; and ability to handle and manage ambiguity, repetition and change are also required. Furthermore, effective organizational skills; ability to manage multiple priorities; ability to assume responsibility and take initiative, and strong interpersonal and communication skills in order to simplify and clarify complex processes are required. Knowledge of federal student financial aid, basic accounting skills, knowledge of integrated systems, and the ability to identify and initiate improvements to processes and systems is preferred.

Experience with Microsoft Office is required. Experience with PeopleSoft or ImageNow is preferred.

To apply, visit http://jobs.virginia.edu and search on Posting Number 0623479. Complete an application online, attach a cover letter, curriculum vitae/resume, and contact information for three references.

Questions related to the position can be directed to Jennifer Bari at [email protected] Questions related to the application can be directed to Zach Harpine at [email protected]

The University of Virginia is an equal opportunity/affirmative action employer. Women, minorities, veterans and persons with disabilities are encouraged to apply.

Required Knowledge, Skills and Abilities:
- Demonstrated ability to attend to details and well developed computer and web-based skills.
- Demonstrated ability to synthesize large volumes of information from numerous sources and ability to utilize all available resources appropriately; ability to consistently apply federal, state and institutional regulation and policy.
- Demonstrated ability to prioritize duties and responsibilities to meet office goals and objectives; ability to perform administrative tasks independently on a daily basis; ability to handle and manage ambiguity, repetition and change.
- Demonstrated effective organizational skills; ability to manage multiple priorities; ability to assume responsibility and take initiative.
- Demonstrated strong interpersonal and communication skills in order to simplify and clarify complex processes.
- Demonstrated high level of professionalism on a daily basis and the exercise of exceptional judgment and diplomacy.

E-mail a Friend: jobs.virginia.edu/applicants/Central?quickFind=84832

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Job No:
Posted: 6/14/2018
Application Due: 7/10/2018
Work Type:
Salary: