Customer Service Specialist (Student Services Associate 1 - MR03)

Financial Aid & Scholarships Office

University of Tennessee at Chattanooga

The Customer Service Specialist is responsible for providing front-line customer service in the UTC Office of Financial Aid and Scholarships. The position will answer phones at the front desk and provide assistance to walk-ins as needed. The Customer Service Specialist must understand federal and institutional guidelines relative to financial aid and be able to communicate the appropriate information effectively to students and parents. This position must develop a working knowledge of the software including Banner, Campus Logic, Argos, BDMS, COD, and other software relative to the financial aid process.

Duties include: Provide application assistance to students and parents regarding federal, state, and institutional requirements; assist with on-line financial aid applications (including FAFSA on the web, entrance, exit and master Promissory Note, self-service missing documents, award letter, satisfactory academic progress) and advise students of financial aid implications; resolve problems by clarifying the customer's complaint; determine the cause of the problem and select and explain the best solution to solve the problem; expedite corrections or adjustments and follow up to ensure resolution; provide assistance to walk-in customers and Mocs One Center; direct customer to appropriate staff members for appointments; collect preliminary information when needed to determine where to refer the customer; receive documentation and proofing documents for completeness; provide guidance for other services on campus; provide assistance answering emails sent to the general financial aid email account; provide assistance to student workers in the customer service area; skip-trace borrowers and update loan services with new student's demographics; and other duties/small projects as assigned.

The ideal candidate will possess the following:

• Ability to work in a highly stressful environment and possess a high energy level
• Excellent oral and written communication skills
• Ability to work in a computerized environment
• Effective customer service and interpersonal skills
• Superior organizational and problem resolution skills
• Ability to communicate effectively with students, staff, and faculty as needed in a group setting or individual basis

Review of applications will begin on August 9, 2022 and continue until the position is filled. Applications received by this date will receive priority consideration.

Minimum Qualifications: High school diploma or GED.

Preferred Qualifications: Bachelor's degree; previous customer service experience; experience working with financial aid software including Banner, Campus Logic, Argos, BDMS, COD, and other software relative to the financial aid process; and Federal and State Financial Aid knowledge.

The University of Tennessee Chattanooga is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution. All qualified applicants will receive equal consideration for employment and will not be discriminated against on the basis of race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or protected veteran status.