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Collin College · 1 month ago

Financial Aid Call Center Specialist

McKinney, TX

Full-time

Onsite

Entry Level

$37K/yr - $45K/yr

2+ years exp

Collin College is seeking a Financial Aid Call Center Specialist to provide one-on-one customer service to current and prospective students. The role involves answering inquiries related to financial aid and assisting with the application process, while ensuring a high level of customer satisfaction.

Continuing EducationEducationHigher Education

Responsibilities

Respond to inbound /outbound telephone calls via multi line phone system platform (Cisco Agent Desktop application or similar) regarding any student inquiry. Specialized focus can include admissions applications and onboarding processes, financial aid, veteran’s benefits and exemptions, registration and payment

Follow up with students on questions that require additional research after triaging issue(s) and their account using relevant division resources and expertise

Respond to students’ questions and issues both telephonically and via email with accurate and timely response

Respond to customer inquiries over the telephone and via email, in a friendly and professional manner

Forward or escalate as appropriate, questions and/or issues that cannot be answered/handled at this level

Document all call information according to standard operating procedures

Utilize student information system to review students’ account and inform students of potential resolutions, next steps or options

Maintain confidentiality of student records (in compliance with the Family Educational Rights and Privacy Act)

Provide personalized customer service at the highest level. Understands and satisfies customer needs. Capitalizes on opportunities to improve customer experience

Perform other duties as assigned

Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values

Qualification

Customer service skillsFERPASISCisco Agent DesktopCritical thinking skillsComputer skillsVerbal communication skillsWritten communication skillsOrganization skillsAttention to detail