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Plymouth State University · 1 day ago

Customer Service Agent

Plymouth, NH

Full-time

Onsite

Mid Level

$16.05/hr - $26.37/hr

3+ years exp

Plymouth State University is seeking a Customer Service Agent to work within the Student Financial Services office. The role involves providing customer service support to students, families, faculty, staff, and the general public, while assisting with various financial aid and billing inquiries.

EducationHigher EducationUniversities

Responsibilities

First point of contact for students and families in person, on the phone, or via email

Triage each contact, provide answers or requested information, if needed, connect the student or family with appropriate specialty area of office

Greeting visitors, assessing needs, answering questions, accepting payments, and providing guidance on Financial Aid and Billing issues

Provide an engaging in-person support atmosphere for students and families seeking additional help

This ultimately helps contribute to all recruiting and retention efforts

Answer inbound phone calls, assessing needs and providing guidance

Assists students with the completion of forms and requirements

Monitoring Student Financial Services central email box – reviewing, investigating, and responding to emails

Reviewing and resolving issues on student accounts or financial aid applications

Investigating complex student inquiries – reaching out to other departments for information, making decisions, and escalating situations as necessary

Updating student account profiles with pertinent information

Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and financial aid application process

Complete various Student Financial Services projects as necessary to support departmental operations including organizing special outreach messaging to students and participation in events such as Freshman Move-in, Orientation, Commencement, etc

Serve as backup for Financial Aid or Student Accounts staff members with various duties. For example, this position will provide support to the primary staff member responsible for 1098T process. Counsel student and families about the 1098 T form, investigate errors, and work with primary to develop resolutions

Assists with the development and processing of Dynamic Forms, our secure portal for document upload

Collect fee payments from student organizations and clubs

Partially oversee the daily tasks of the student workers

Qualification

Customer service skillsAccounting experienceWorkday softwareAnalytical abilitiesOrganizational abilitiesMathematical skillsLearning new proceduresCommunicationConfidential information handlingProblem solving skills

Required

High school graduation and three years of related business/accounting/bookkeeping experience

To the extent required by department, computer application skills, such as spreadsheets, word processing, e-mail, browser software, data entry/retrieval/management, and knowledge of other software applications

Customer service skills including the ability to establish and maintain effective working relationships with faculty, staff, students and the general public

Aptitude for learning new business/accounting procedures and technology

Organizational and analytical abilities

Excellent verbal and written communication skills

Ability to handle confidential information