Customer Service Specialist 2 (POOL)

Central Washington University is recruiting multiple Customer Service Specialist 2 to join our Student Financial Services team in Ellensburg, Washington. This recruitment will be used to establish a pool of applicants that will be continuously screened on an as-needed basis. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $38,868 - $51,588 annually plus the awesome CWU benefits.

Who we are:

We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You'll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing, health services, police and public safety for the campus population of ~10,000 students.

Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, for the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here. www.youtube.com/watch?v=HjdhOegDa9A

What we offer:

Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: Benefits, Perks, and Leave.

The Role:

The Student Financial Services Communications Center (SFS CC) Customer Service Specialist independently provides information, advice, and counsel on a variety of federal, state, and institutional financial aid and student account policies and procedures. The position also provides information on scholarships, loans, grants, awards, employment opportunities, and student accounts in response to requests for assistance. In this capacity, the incumbent plays a critical role in the University's recruitment and retention efforts. All employees are expected to support CWU's commitment to diversity and to bring and support inclusion into the university environment.

Customer Service:
- Assists clients with issue and complaint resolution. Provides advice, interpretation, and counsel to clients regarding Financial Aid and Student Accounts rules, regulations, policies, and procedures. Interprets detailed data and communicates accurate information in-person, over the phone, via chat, texts, and email under tight time constraints and heavy traffic.
- Provides information for current and prospective students. This position is trained on Financial Aid and Student Accounts information and independently resolves issues, complaints, and inquiries. Works with Student Engagement and Success staff to resolve customer issues and complaints, directing customers to the appropriate area or resources.
- Provides day-to-day support, assistance, and interpretation in financial aid and student accounts processes: such as FA applications, verification, eligibility, aid offers, loans, scholarships, direct deposits, payments, 1098t, and account balances. Interprets and communicates university financial aid and student account policy.
- Proposes and communicates system and non-system solutions for recurring problems.
- Communicates clearly, in writing and speech, about regulations, procedures, and policies to avoid areas of confusion and misunderstanding.
- May oversee or backup the SFS CC phone lines and student staff. SFS CC receives all incoming lines for Financial Aid and Student Accounts. SFS CC will at times conduct outreach calls and campaigns. This position will assist the SFS Office Manager in hiring, training, scheduling, and overseeing students in the SFS CC.
- May oversee or backup Financial Aid reception, answering questions and checking in students and families for appointments with professional staff.
- May oversee or backup other SFS communication duties such as texts, Chatbot, and email or written communications.
- May oversee or backup the SFS email correspondence response to requests for documentation and information. This entails responding to correspondence in a timely and professional manner and forwarding correspondence to the appropriate professional staff or university office.
- Complete projects and provide support for recruitment and retention initiatives.
- Supports the SFS CC's campaigns via email, phone, text, etc.

Development/Proficiency:
- Remain current in the field through research, training, use of professional publications, manuals, and Internet resources. Participate in developing procedures relevant to customer care in SFS.
- Acquire and maintain technical proficiency of Financial Aid and Student Financial PeopleSoft system screens containing detailed and confidential information on admission status, financial aid status, and student account status. Reconciles social security numbers on ISIR data from FAFSA with a CWU Student ID, creating CWU ID's if needed.
- Develops a working knowledge of Admissions, Registrar, and Housing functions to assist students and parents and refer them to the appropriate personnel or offices.

Lead Duties:
- May work with student employees. Assign and review work and provide some training.

- Perform other duties as assigned

• Customer service experience in a professional environment; includes resolving issues and complaints about policies and regulations.
• Demonstrated excellent written/oral communication skills.
• Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds and experiences.
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Experience working with PeopleSoft Campus Solutions.
• Working knowledge of Federal/State financial aid rules and policies.
• Experience providing customer service in a Higher Education environment.
• Life experiences that demonstrate an ability to contribute to CWU's commitment to inclusion and diversity.
• Demonstrated commitment to improving access to higher education for students through various activities.

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.

Don't meet every single requirement? At CWU we're dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every requirement, we encourage you to apply anyway. This may be the job for you!

Salary: This position is based on the range 37 of the Washington State Classification Listing, which has a minimum annual salary of $38,868 and maximum annual salary of $51,588. In accordance with RCW 49.58.110, the above salary reflects the full salary range for this position. Individual placement within the range is based on the candidate's current experience, education, skills, and abilities related to the position.

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch) / PSE Bargaining Unit 6

Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening and weekend work may be required to accommodate peak times or other communication campaign efforts. Occasional travel may also be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave.

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.