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Customer Relationship Representative, Department of Student Financial Services

Employer
Wake Forest University
Location
Winston Salem, NC

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Administrative Jobs
Institutional & Business Affairs, Business & Financial Management, Student Affairs, Student Activities & Services
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Job location: Winston Salem, NC


Employment Type: Full-time
Posted data: 2019-05-16
Req: R0001677
Please note:
  • Additional documentation must be added at the bottom of the third screen under the "My Experience."
  • Internal candidates must apply via the internal career portal. Do not proceed with your application from this website.
  • DO NOT complete the application without the required attachments as you will be unable to edit your application.

Job Description Summary

Provides superior customer service via telephone and email. Reviews student account activity and provides accurate and timely answers to all inquiries. Tracks and reports the nature of inbound customer service inquires. Provides outbound customer service support to better enhance communication for student accounts.

Job Description

Essential Functions:

  • Acts as the primary contact for students, parents, university staff, and other third parties in regards to answering inquires involving transactions posted to student accounts with a high degree of accuracy and timeliness.
  • Tracks and reports all inbound inquiries.
  • Provides outbound customer service support via email and phone relating to various Student Financial Services’ functions such as providing additional information or gathering pertinent information from students and authorized parties as it relates to student accounts.
  • Prepares account adjustment requests.
  • Oversees the SFS record retention policy.
  • Keys student refunds into system.
  • Third party billing

Required Education, Knowledge, Skills, Abilities:

  • Associate’s degree in business/accounting or a minimum of two to three years of customer service experience.
  • Capability to deliver first class customer service including communicating clearly and concisely in both verbal and written formats and acting professionally in managing difficult inquiries.
  • Must exercise good judgment, discretion and patience especially with difficult inquires.
  • Knowledge of basic accounting skills.
  • Ability to work with various departments across the University in order to ensure the best customer service experience for university customers.
  • Demonstrates a high degree of independent decision-making and critical thinking skills.
  • Possesses strong diplomacy skills and the ability to make sound judgments with constituents diverse in ability and background.
  • Demonstrated commitment to the University’s values and mission.
  • Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently as well as a collaboratively.
  • Proficient in Microsoft Excel and Word
  • Ability to keep University records confidential.

Preferred Education, Knowledge, Skills, Abilities:

  • Experience in an inbound or outbound call center.
  • Experience in higher education.
  • Experience with Ellucian Banner.

Accountabilities:

Responsible for own work only.

** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Additional Job Description

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.

Organization

Wake Forest University, formed in 1834, has experienced decades of growth and innovation.  WFU is a distinctive university that combines a liberal arts core with graduate and professional schools and innovative research programs.  The University embraces the teacher-scholar ideal, which prizes the personal interaction between students and faculty.  It is a place where exceptional teaching, fundamental research and discovery, and the engagement of faculty and students in the classroom and the laboratory are paramount.

Wake Forest University is a community that seeks the enlightenment and freedom which come through diligent study and learning. Its higher goal, however, is to give life to the University motto "Pro Humanitate," as members translate a passion for knowledge into compassionate service. The community shares a tradition that embraces freedom and integrity and acknowledges the worth of the individual. The heritage, established by the school's founders and nurtured by succeeding generations, promotes a democratic spirit arising from open-mindedness and discourse. Wake Forest fosters compassion and caring for others. Its collective strength and character are derived from the values and distinctive experiences of each individual; therefore, it affirms the richness of human intellect and culture and its contribution to knowledge, faith, reason, and dialogue. Furthermore, it strives toward a society in which good will, respect, and equality prevail. To that end, Wake Forest University rejects hatred and bigotry in any form and promotes justice, honor, and mutual trust.​

The University is comprised of:  the undergraduate college, Graduate School of Arts and Sciences, School of Business, School of Divinity, School of Law, and School of Medicine (located on the Bowman Gray campus with Wake Forest University Baptist Medical Center) and today enrolls about 4,846 undergraduates and 2,823 students in graduate programs at its principal location, the Reynolda campus.  Students at Wake Forest University enjoy a great deal of access to and interaction with world-class faculty both in and out of the classroom setting with a student-faculty ratio of 11:1.  Wake Forest employs approximately 2,772 full and part-time faculty and staff.

Wake Forest is a collegiate university offering a vibrant, intellectual community with a rich cultural life, an impressive array of facilities, and a strong athletics program competing in the fifteen-team Atlantic Coast Conference (ACC).  Since its founding, the university has adopted the motto “pro humanitate,” which is exemplified by a deep institutional commitment to public service and engagement with the world. Wake Forest has a strong commitment to holistic, eight-dimensional well-being for students, faculty and staff as evidenced in the Thrive initiative.

Winston-Salem, NC

Wake Forest is located in Winston-Salem, NC, a beautiful, mid-sized city centrally located in the Piedmont-Triad region of North Carolina.  Winston-Salem is a family-friendly city with high quality schools, numerous outdoor recreational activities and events, and is known for its vibrant and thriving arts scene.

Winston-Salem residents enjoy close proximity to the beautiful Blue Ridge Mountains (1.5 hours) and Atlantic beaches (4 hours), a moderate climate with four distinct seasons, a very reasonable cost of living, and an eclectic variety of restaurants, wine bars, and breweries for dining with friends and family.  Winston-Salem offers many of the amenities of a large city but with the sense of community and quality of life of a smaller town (www.visitwinstonsalem.com).

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