Enrollment Customer Service Representative

Job description


Requisition Number

Job Title
Enrollment Customer Service Representative

Official Title
Enrollment Customer Service Representative

Position Number

Financial Aid - 164860


Is this an internal posting only?

Work Schedule
Monday - Friday, 8:00 a.m.-5:00 p.m., overtime as assigned

Department Overview
The Student Financial Aid & Scholarships (SFAS) department is committed to helping students achieve their educational goals by providing financial guidance and assistance within the guidelines of regulatory requirements. Through educational endeavors and student outreach, SFAS remains a vital contributor to UNT's enrollment success.

Job Description
The Student Financial Aid & Scholarships (SFAS) Department at the University of North Texas is seeking to hire an Enrollment Customer Service Representative to join our Customer Service team. This position will provide immediate and comprehensive service to customers in person, via telephone and e-mail.

The Customer Service Representative will be responsible for comprehending the financial aid and scholarship processes at UNT from application through disbursement. The Customer Representative will assist with evaluating students' eligibility for financial aid while adhering to Federal, State and Institutional regulatory requirements. Performing detailed technical responsibilities, preparing and conducting presentations, participating in outreach initiatives, taking inbound telephone calls, making outbound telephone calls, answering e-mail inquiries, performing rotational duties for special projects, and providing educational loan information are other requirements.

Additional Responsibilities of the position include, but are not limited to:
* Assist students with completing their Free Application for Federal Student Aid (FAFSA).
* Assist students complete Loan Entrance/Exit Counseling, and scholarship applications.
* Participate in day/night/weekend college fairs, orientations, and other events as needed to promote awareness of financial assistance.
* Provide accurate advising to prospective and current students/parents to ensure that student financial aid files are complete.
* Resolve general award issues by utilizing policy and procedures and making counselor referrals as necessary.
* Review financial aid recipients' academic performance for Satisfactory Academic Progress requirements.
* Assist with the processing of withdrawals in accordance with all applicable laws, policies, and regulations.
* Serve as a liaison between students/parents and other university personnel and related federal and state agencies.
* Be accountable for follow-up communication with students and parents.
* Maintain knowledge of the SFAS Policy and Procedures Manual and keep abreast of information that impacts the functioning of the SFAS department through the reading of related literature and by attending and participating in meetings and conferences.
* Provide all core services related to the Eagle Student Services Center.
* Comply with all university policies, rules and regulations including attending work regularly and punctually.
* Manage routine offices tasks.
* Perform other job-related duties as assigned.

The University of North Texas System and its component institutions are committed to equal opportunity and comply with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of North Texas System and its component institutions do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, and employment practices.

Minimum Qualifications
The successful candidate will possess a Associate's degree and one year of professional experience in customer or student services. Substitution of education for experience allowed. The following knowledge, skills, and abilities are required:
* Skill in telephone etiquette and courteous communication with public, verbally and in writing.
* Skill in delivering outstanding customer service.
* Ability to problem-solve, multi-task and organize in a fast-paced collaborative environment.
* Ability to demonstrate patience when assisting customers with a variety of issues.
* Ability to understand and articulate institutional policies, procedures and federal, state regulations. Maintains up to date knowledge of same.
* Skill in the operation of a variety of office machines including personal computers, telephones and copiers.
* Skill in learning, utilizing and helping others use various computer applications.
* Skill in English composition, grammar, spelling and punctuation.
* Skill in basic math.
* Basic MS Office skills.

Preferred Qualifications
The preferred candidate will possess the following additional qualifications:

* Experience in student services, student affairs, counseling, advising, or related experience.
* Financial aid experience.
* Demonstrated strong writing skills.
* Have documented presentation involvement.
* Proficient in the operation of personal computers and be able to learn new software programs rapidly.
* Able to engage and communicate enthusiastically to diverse
populations in a positive, courteous, and professional manner.
* Bilingual.

Special Instructions to Applicants
Applicants must submit a resume, a cover letter and a list of three professional references with their online application.

Is this a security sensitive position?

Driving a University Vehicle?

Job Open Date

Job Close Date
Open Until Filled

Pay Rate

Pay Basis

Job Type
Full-time Permanent

Quicklink for Posting





Diversity Profile: University



View more

Learn more on Inside Higher Ed's College Page for University

Arrow pointing right
Job No:
Posted: 11/1/2018
Application Due: 11/20/2018
Work Type: