25%
Program Knowledge: Position requires a thorough understanding of the processes, procedures, and timelines for the Cashier’s Office and be aware how that office interacts with other university departments; such as housing, and the registrar. Position will be the Cashier’s Office representative within the Call Center and be available to answer general questions from the rest of the call center staff. Position also requires a working understanding of the Financial Aid Office; their processes, procedures, and timelines. Will be aware when billing, award, tracking, and other mass mailings or emails are sent to students in order to be ready with accurate answers for an increased volume in calls and questions. Also must understand the processes of the offices so the specific questions can be answered quickly or sent to the appropriate level two office. Must be able to clearly and quickly communicate all processes to the caller. Position must understand the information that can or cannot be given under the Family Education Rights and Privacy Act of 1974 (FERPA) and correctly understand and interpret the Buckley Form on ECU’s Onestop website. Position must be knowledgeable about student Banner and how to navigate through the student record to find necessary information to assist the student. Must be able to move quickly between banner screens containing information about student financial aid, cashier’s account, as well academic/registration information while talking to the student.
75% CommunicationVerbal: The position will spend the majority of time serving as the front line, answering phones for the Financial Aid Office and Cashier’s Office. Position will need to listen carefully to the student/parent questions and ascertain whether it is a level one question that can be answered within the call center, or if it is a level two question and needs to be directed to either a financial aid counselor, or the cashier’s office. The position will do this by properly interpreting banner student data base information including financial aid records, cashier’s records, registration and other academic records. Knowing the functions of each office as they relate to student is a priority so that the call can be transferred correctly. This will help keep students ‘out of queue’ and avoid long wait times or calls that are transferred back and forth. The position is responsible for making the client feel welcome and positive about the encounter with the financial aid and cashier’s offices and the University as the position is are the public voice for the office. The position will at times be dealing with an extremely high volume of calls and it is essential that the new hire try to answer each question or re-direct the call as quickly as possible so that every caller gets an accurate answer. Recognizing that some callers may be angry or upset; the new hire must maintain a pleasant and professional demeanor with each client. This position will identify any recurring issues/questions with students as well as issues/problems regarding the interaction between departments and bring them to the attention of the Call Center Customer Service Manager in a timely manner so that the issues/problems can be immediately addressed.
High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
