PREFERRED SKILLS and EXPERIENCE:

• One to two years in a customer service positio

PRIMARY DUTIES AND RESPONSIBILITIES:

The Student Services Generalist provides first-line student support in a d services environment to ensure issues related to financial aid, registration, and student accounts are handled with a high degree of customer satisfaction, timely response, and resolution. This position triages requests and inquiries from parents, students, and other sources by assisting with and resolving routine questions/issues and escalating more complicated matters to upper management. This position reports directly to the Assistant Director of One Stop.

CORE DUTIES AND RESPONSIBILITIES:

• Fields inquiries and requests from students and other authorized parties in person, by phone, or via email on matters related to financial aid, registration, student accounts, and the online self-service system. Serves as the first line of contact to manage cases to resolution. Determines the appropriate resolution and escalates requests for exception and/or in-depth research to the appropriate upper-management subject-matter expert.
• Reviews a variety of student paperwork for accuracy and completeness before processing. Documents may include but are not limited to transcript requests, verification forms, financial deferments/cancellations/postponements, veteran enrollment forms, student emergency loans, government loans, and various appeals.
• Performs a variety of clerical duties (i.e., answers main phone line, retrieves voicemail messages, responds to main department email account, processes/prepares departmental mail,
• Performs registration functions such as adds/drops/withdrawals and processes student schedules submitted in person, by fax, and over the phone for all academic programs. Updates registration information in the student information database and the federal government database as appropriate.
• Meets with students and parents to explain and clarify student account balances, financial obligations, payment terms, and deadlines. Outlines strategies for tuition repayment. Answers general questions about policies and procedures related to student accounts and financial aid.
• Establishes and maintains student files and records containing confidential student information. Ensures reconciliation, security, integrity, and quality control of files/records per departmental protocol and in accordance with FERPA regulations. Tracks and locates missing items as needed.
• Maintains currency on policies, procedures, and regulations pertaining to admissions, financial aid, student accounts, registration, and other general student services.
• Serve as a live agent on the college’s chatbot, providing real-time assistance to students on financial aid, course registration, and student accounts.
• May assist with special events, as assigned. May assist with the production and/or distribution of promotional materials and arrange with vendors and other College departments for services, site, facilities, catering, guest accommodations, travel arrangements, etc. May attend functions to ensure satisfactory outcome as needed.
• Performs other related duties as assigned.
  Required Qualifications:
  Bachelor’s degree desired, but a combination of experience/education may substitute for desired minimum education. Two (2) years related work experience, particularly in a higher education environment, preferred. Must be able to multi-task and work in a fast-paced environment. Excellent time management, customer-service skills, and interpersonal communication skills are required. Detail-oriented and self-motivated is a must. Position requires high proficiency using Microsoft Office programs including Excel, Word, and Access. Knowledge of FERPA, Title IV federal aid programs, and Banner computer programs is highly desirable. Fast but accurate data entry skills necessary. Individuals with experience inputting data using a ten (10) keypad or keyboard are highly desired. Demonstrated experience in and a commitment to diversity: the ability to work collaboratively and effectively with various constituencies within Otis’s diverse communities, internally and externally. Must be able to work efficiently, cooperatively and collaboratively in a team environment. Must have strong interpersonal and communication skills. Demonstrated flexibility and adaptability to a changing work environment.

PREFERRED SKILLS and EXPERIENCE:

• One to two years in a customer service position

FLSA Status: Non-Exempt
Compensation Type: Annual Salary
Salary Range: 50,404.00 - 60,140.00
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.