Position Description – Customer Service Representative

POSITION DESCRIPTION
Position Title:	Customer Service Representative	FLSA Status: Non-exempt
Reports to:	Director of Student Financial Services
Department:	Fiscal Affairs
Date Prepared:

BASIC FUNCTION

The Customer Service Representative combines traditional roles of financial aid and financial servcies into a consolidated position with the duty of providing broad financial customer service. The duty will include providing customer service to students in managing their daily needs regarding general financial aid issues and concerns as well as student account and ID information. In addition, the incumbent assists others in the department on a regular basis and plays an active role with the daily operations of the office. The incumbent also assists with student registration by processing tuition payments and verifying financial aid.

NATURE & SCOPE

The Customer Service Representative is the subordinate of the Director of Student Financial Services. This position does not include the supervision of any employees.

The Customer Service Representative works closely with other employees in the department, as well as with employees in other areas across campus. An open line of communication with these individuals and departments is critical to this position. If an account change occurs in one department, all departments must adjust accordingly. Thus, communication skills are vital to this position.

In addition, the Customer Service Representative spends much of his/her work day providing customer service to students regarding their accounts, financial aid, and student IDs. The incumbent will provide assistance to students regarding the completion of the financial aid application process, to students who are classified as transient to/from ABAC, and to on-campus departments in coordinating work study positions including but not limited to providing referral letters and verification of work study eligibility. The incumbent will work with third party students including but not limited to Vocational Rehabilitation, CAMP, Florida Prepaid, and athletes in obtaining paperwork, setting up bookstore accounts where applicable, as well as billing and other related responsibilities. This position will also be responsible for applying waivers such as out of state tuition waivers and insurance waivers to the accounts of students were appropriate. The Customer Service Representative must be able to identify discrepancies and explain it clearly to the student. If a problem arises, the Customer Service Representative must address it and look for a solution before passing it on to a higher level. The incumbent must remain flexible, exercise patience with discontented individuals, and act as a problem solver in this customer service role.

This position requires an understanding of policies and regulations regarding student enrollment, payment procedures, financial aid, and the student card system. The incumbent is responsible for obtaining paperwork regarding financial aid verification, VA processing, and loan applications as well as other financial aid forms and ensuring the forms are completed properly. The position is also responsible for ensuring students with third party payments have secured schedules at the appropriate time and notifying students, as well as the concerned financial aid and scholarship entities, of payment information and deadlines. The incumbent must take appropriate action if a student’s schedule or status changes over the course of the semester.

This position is task-oriented with a major focus on providing customer service to students. The incumbent has a set of duties to perform, and does so on a regular basis, in addition to providing back up and relief for its counterpart(s) and other key positions in the department. The nature of this position requires a responsible and self-motivated individual. However, the Customer Service Representative must be able to adapt his/her actions to fit specific situations, including but not limited to times of stress.