25-65 - Customer Service Representative (CA2) - Financial Aid Office - West Chester University of PA : Job Details

Join a vibrant campus community whose excellence is reflected in its diversity and student success. West Chester University of Pennsylvania's Financial Aid Office invites applicants for the position of Customer Service Representative (CA2).

West Chester University, a member of the Pennsylvania State System of Higher Education, is a public, comprehensive institution committed to offering high-quality undergraduate education, selected post-baccalaureate and graduate programs, and a variety of educational and cultural resources for its students, alumni, and citizens of southeastern Pennsylvania. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good.

WCU proudly offers a positive and purposeful work environment; comprehensive employee benefits including health, vision, and dental insurance along with many wellness programs; generous retirement plans, a commitment to work-life balance including generous paid vacation, paid sick time, military leave and paid time off for most major holidays; and a University mission to support employee personal and professional growth including a tuition waiver for self and family members, training and development, and advancement opportunities.

The Financial Aid Office supports the recruitment, retention, and student success efforts for the University's diverse undergraduate and graduate student population by helping students and their influencers seek, obtain, and make the best use of all financial resources.

The Customer Service Representative provides premier customer service and student support in a high-volume call center office environment; manages calls and emails accounts; and assists the Financial Aid team with document imaging, data entry, outreach campaigns, events, and special projects as needed. The CSR learns and stays up to date on financial aid processes to support student success.

The ideal candidate will demonstrate excellent customer service, written communication and problem-solving skills, attention to detail, the ability to manage multiple priorities, and the ability to communicate effectively across a diverse population.

Responsibilities include:

* Serve as first point of contact for students, faculty, parents, and visitors to the department

* Answer incoming calls

* Contact students during calling campaigns

* Provide financial aid and university information accurately and professionally

* Manage department email accounts and respond to routine inquiries

* Schedule meetings and appointments

* File financial aid documents

* Maintain Federal Work Study (FWS) applications for employment consideration

* Manage reports

* Facilitate data collection and entry

* Support the processing of incoming mail and checks

* Participate in events as needed

* Perform other related duties as assigned

* Six months as a Clerical Assistant 1 (Commonwealth title) OR

* Graduation from high school OR

* An equivalent combination of experience and training

* Demonstrated proficiency in the use of Microsoft Office Suite including Outlook, Word, Excel, and Teams

Required knowledge, skills, and abilities:

* Knowledge of standard vocabulary and usage, spelling, grammar, and punctuation

* Ability to use an alphanumeric keyboard

* Ability to proofread information for conformance with prescribed standards

* Ability to sort and file information

* Ability to perform mathematical calculations

* Ability to follow oral instructions

* Ability to read and understand written materials

* Ability to communicate effectively orally

* Ability to communicate effectively in writing

* Ability to establish and maintain effective working relationships

* Customer service experience

* Excellent written communication skills

* Call center experience

* Student support experience

* Experience with higher education systems such as Banner, SAP, BI, D2L, and OnBase

Ask about the opportunity to work from home and alternate work schedules.

The ability to work some evenings and weekends as needed is required.

Candidates should apply online at Application allows for cover letter, resume and three professional references with contact information (All required for consideration.)

Applicants must successfully complete the interview process to be considered as a finalist.

Developing and sustaining a diverse faculty and staff advances WCU's educational mission and strategic Plan for Excellence. West Chester University is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

All offers of employment are subject to and contingent upon satisfactory completion of all pre-employment background checks.