One Stop Service Specialist
Interact with internal and external customers to provide information in response to inquiries about product and services or assistance concerning the services provided by the unit. Direct requests to those who can provide the service. Prepare notice of statements and sends copies to customers; reconciles discrepancies in billing and to handle and resolve complaints. Respond to request concerning the interpretation of program policies and procedures. Assist in developing policies and procedures for the operation of daily activities. Respond to request for information; research and fill request for customers. Ensure an adequate inventory of materials is available.
Department Specific Essential Job Functions:
This position acts as first point of contact provided by phone, live-chat, and front counter work to answer enrollment, financial aid, scholarships, records and registration questions, identify, troubleshoot, and resolve problems and provide accurate information to assist customers with resolutions. This position strives for first-call resolution with a high commitment to customer satisfaction and quality. Performs other duties as assigned. Responsible for management of assigned Special Project within the One Stop. Acts as Case Manager for students, guiding through the entire student funnel. Has high levels of training and knowledge in all areas of Enrollment Management, including Financial Aid, Enrollment, Admissions, Graduation Services, and Student Records. Acts as primary contact for Late Withdrawal, Emergency Withdrawal, and Bursar Appeal processes, and maintains regular contact with students in the associated cycles. Applies experience and knowledge to decision-makings processes involved in Enrollment, Student Records, and other student-centric situations.
Scope & Impact: This position is an intermediate-level independent contributor whose actions may have a significant impact on a department's operations. This position may also affect operations of multiple work areas.
Communication & Interaction : Interacts with various levels within or outside the University to provide service, interpret and explain ideas and concepts, as well as resolve issues.
Effective Knowledge: Demonstrates functional expertise in a particular domain. Demonstrates ability to operate independently and without supervision for day to day operations.
Problem Solving & Judgement : Maintains a working knowledge of policies and procedures, generally accepted principles, and methods. Resolves day to day operational issues by collecting and interpreting information. Solutions may include modifying procedures and methods to address new conditions and may incorporate advice and input as needed from supervisor. This role includes broad responsibilities requiring the application of policies to dynamic and complex conditions. Problems generally require significant analysis and judgment. Solutions may include adapting existing policies and systems to address unique situations.
Policy & Procedure Authority: Primarily responsible for applying organizational policies and procedures and/or determining appropriate process to follow.
Reporting Relationships : Generally reports to manager or higher but may receive basic operational direction and guidance from senior level staff members.
Supervisory & Team Leadership Responsibilities : May provide functional subject matter expertise and guidance to junior staff.
Bachelor's degree plus 3+ years of customer service experience or equivalent combination of education and experience. Prefer 1+ year higher education experience and/or 1 year UCO experience.
Prior customer service experience. Higher Education work experience. Banner Software experience. Knowledge/Skills/Abilities: Ability to execute tasks according to standard operating procedures and/or direction. Ability to learn new subject matter, coupled with attention to detail and responsiveness to feedback. Ability to set priorities and objectives, and to assist in problem resolution.
Will this employee supervise others?
Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.
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