Customer Service Representative at The University of Texas at Arlington in Arlington, Texas

Job Description:

Posting Number:

S05930P

Position Title:

Customer Service Representative

Department:

Financial Aid

Location:

Arlington

Job Family:

Administrative Support

Position Status:

Full-time

Work Hours:

Standard

Work Schedule:

Monday through Friday; 8:00am - 5:00pm

Open to:

External and Internal

Salary:

Salary is commensurate based on qualifications and relevant experience $36,200.

Duration:

Funding expected to continue

Pay Basis:

Monthly

Benefits Eligible:

Yes

Benefits at UTA:

We are proud to offer a comprehensive benefits package to all our employees at the University.


https://www.uta.edu/hr/employee-benefits



To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:


https://resources.uta.edu/hr/services/records/compensation-tools.php

University Information:

The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 "Very High Research Activity" institution. UTA ranks No. 4 nationally in Military Times' annual "Best for Vets: Colleges" list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA's $22.2 billion annual economic impact on Texas.


Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at
https://www.uta.edu/administration/president/strategic-plan/rise100. The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.

Job Summary:

Provide exceptional experience performing a variety of administrative tasks; including but not limited to answering phones, addressing student concerns, providing guidance and assistance on a wide range of issues including but not limited to Financial Aid, Admissions, Registration, Student Accounts and Registrar.

Essential Duties and Responsibilities:

• Answer incoming calls and provide excellent service with great attention to detail.


• Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties


• Provide accurate, clear, and concise information to students, parents, and campus partners consistently.


• Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.


• Perform work in one of the following areas:

Financial Aid:

• Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments.


• Reading and understanding financial accounts, including payments, charges, and refunds.


• Communicate professionally with management via email or teams regarding issues with aid acceptance, disbursement, awarding, etc.

Admissions and Registrar:

• Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc.


• Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation.


• Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.

Student Accounts:

• Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers.


• Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.


• Performs other duties assigned.

Minimum Qualifications:

• High School diploma.


• Three (3) years of customer service experience or the equivalent experience.


• Must be able type and talk simultaneously.

Preferred Qualifications:

• Two (2) years of general office or administrative experience.


• Higher education and/or contact center experience.


• Bi-lingual (Spanish and English).


• Experience/knowledge working with an integrated student information system such as PeopleSoft, (or learn within six (6) months of hire).

Knowledge, Skills and Abilities:

• Excellent communication skills.


• Basic knowledge of various MS Office software products such as Outlook, Word, and Excel.


• Excellent written communication.


• Must be able to communicate professionally via email.


• Ability to use various office equipment, contact center software, softphone, headset, copier, and laser/fax/copier.

CBC Requirement:

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

EEO Statement:

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy.

ADA Accommodations:

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email
ADADocs@uta.edu.

Number of Vacancies:

6

Minimum Number of References Required:

3

Maximum Number of References Accepted:

3

Special Instructions to Applicants:

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

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