The position assists with the efficient operation of the Student Financial Services office, in collaboration with Business Services and Planning,
Research, & Evaluation offices, to utilize data analytics on student account balances to improve communications and outreach about student balances by providing accurate analysis of student accounts through interaction with students and the college community. High School diploma/GED and 4 years full-time customer service and/or student account management experience or Associate degree and two (2) years of similar experience required. Must have proven excellent customer service skills and experience in a business working environment with customers using phone, email and in person communications. Must have experience using Microsoft Office applications and utilize Excel and PowerBI at the intermediate level to facilitate reporting and outreach. Must complete and pass Microsoft testing modules which includes Word and Excel. Candidates with proof of current Microsoft Office Expert Specialist Certification do not need to test. Experience working in Higher Education and student record keeping systems preferred Must be able to work overtime, some weekends, during peak periods and fill in for absences as needed. May have a regular work schedule which differs from a typical Monday through Friday, 8:30 - 4:30 schedule. Driver's License required. Must be able to travel between campuses. When speaking with students, faculty, staff, business partners and referring agencies/organizations, by phone, in person or email, the Student Specialist III, Student Account Outreach position must: 1. Monitor and update Banner, PowerBI and Excel reports. 2. Utilize data analytics and PowerBI dashboards to address routine student/parent inquiries regarding student balances, financial aid, and tuition & fee billing. 3. Facilitate outreach and call campaigns, maintain student finance calendars, and schedule appointments with students both virtually and in person. 4. Demonstrate consistent courtesy, tact, professionalism, and possess strong customer service skills when communicating with students and college constituents. 5. Share knowledge of state and federal regulations and communicate with students utilizing Banner and customer relationships management system on balances due, pay plan options, scholarships, and other financial aid opportunities. 6. Serve as point of contact over the phone for peer departments, and in person and online through customer relationship management system for students and parents. 7. Coordinate information flow and knowledge sharing across departments that help staff make informed decisions and increase levels of customer service. 8. Utilize intermediate Microsoft Excel skills and PowerBI platform to assist with managing student accounts.
