Call Center Specialist - Collin College : Job Details

Primary Location:2200 W. University Drive, McKinney, Texas, 75071We are searching for candidates that meet the required qualifications and experience and are able to perform the essential duties and responsibilities.Job Summary:Assist Financial Aid and Veteran Affairs students and parents via phone with the entire process of applying for benefits and aid, all the way through to receiving their award and benefit payments, while providing excellent customer service.Required Qualifications:Essential Duties and Responsibilities

• Respond to all inbound /outbound telephone calls via the Cisco Agent Desktop application regarding financial aid, veteran's benefits and exemptions, research requested information, answer questions and inform students of current eligibility status using available resources.
• Provide financial aid program assistance to students regarding the application process for grants, loans, scholarships, work-study, and/or other information related to financial aid as well as information and assistance to students who need to submit documentation and/or additional information such as for verification, appeals, etc.
• Provide veterans benefits program assistance to students regarding the application process and/or other information related to the receipt of veterans benefits including assistance with submitting documentation and/or additional paperwork
• Research questions (that cannot be answered immediately) and respond to customer inquiries accurately and expediently. Responds to students questions and issues both telephonically and via email.
• Forward or escalate as appropriate, questions and/or issues that cannot be answered/handled at this level.
• Document all call information according to standard operating procedures.
• Utilize Banner software to check students' status and inform students of potential resolutions, next step or other options.
• Utilize Global Financial Services software (Global Core) to check students' status and inform students of potential resolutions, next step or other options.
• Provide assistance to students and parents regarding how to log in, set up account and use of the Global portal.
• Provide personalized customer service at the highest level. Understands and satisfies customer needs. Capitalizes on opportunities to improve customer experience.

Supplemental Functions

• Perform other duties as assigned.
• Perform all duties to maintain all standards in accordance with College policies, procedures, and core values.

Knowledge, Skills and Abilities

• Knowledge of federal and state financial aid and veteran affairs regulations
• Knowledge of Collin policies and procedures
• Knowledge of Banner
• Knowledge of Global
• Knowledge of all associated websites where applications and/or required processes (e.g. FAFSA, GI BILL, student loans, NSLDS, Global, THECB, Collin.edu, etc.) are located
• Knowledge of available resources
• Organization skills
• Customer Service skills
• Verbal and written communication skills
• Critical Thinking skills
• Ability to pay attention to details
• Ability to use Cisco Agent phone system and software
• Ability to work in a fast-paced and often stressful environment
• Ability to analyze and troubleshoot issues

Physical Demands, Working Conditions and Physical EffortSedentary Work - Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Positions in this class typically include talking, hearing, seeing, grasping, standing, walking and repetitive motions, plus stooping, kneeling, crouching, and reaching. Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort required. RequirementsAssociate degree from an accredited institution and two (2) years of related experience required.Experience with Banner software, Global Financial Aid Services software (Global Core), Cisco Agent Desktop application and Veterans Affairs preferred. Equivalency LanguageAt least sixty (60) hours or at least two (2) additional years of directly-related experience may be substituted to meet the education requirement.**This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.**The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job as duties and responsibilities may change with business needs. Collin College reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Reasonable accommodations may be made by Collin College in its discretion to enable individuals with disabilities to perform the essential functions.Required & Preferred Qualifications (if applicable):The Call Center is open from 8-7, M-Thurs and 8-5 Friday. This position requires evening shifts based upon business needs.The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of the positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented in this description. Fair Labor Standards Act (exempt/non-exempt) is designated by position. The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations.***This is a Security Sensitive position. Therefore candidates will be subject to a criminal background check.***Compensation Type:HourlyEmployment Type:Part timeCompensation:$18.01HourlyFor any employment questions, please contact HR at (972) ###-#### or send an email to: [email protected] College is an Equal Opportunity Employer and does not discriminate on the basis of any characteristic protected by applicable law.