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Student Financial Services Customer Service Representative

Employer
Curry College
Location
Massachusetts, United States
Salary
Salary Not specified
Posted date
Oct 21, 2021

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Position Type
Administrative, Student Affairs, Financial Aid
Employment Level
Administrative
Employment Type
Full Time
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About Curry College:

Founded in 1879, Curry College is a private, four-year, liberal arts-based institution in Milton Massachusetts. In addition to the main campus classes for adult learners are also offered at our campus at Cordage Park in historic Plymouth. Curry College is accredited by the New England Commission of Higher Education (NECHE). Curry College offers 22 undergraduate majors, over 60 minors and concentrations, as well as five graduate programs.

The Curry College mission is to educate and graduate students prepared to engage in successful careers and active citizenship with a global perspective. They are an inclusive community of diverse learners and educators, committed to continuing their legacy of developing effective communicators with reflective and critical thinking skills. They mentor and empower their students, building meaningful relationships that inspire them to achieve their ambitions.

Curry College provides rigorous and relevant academic programs to undergraduate and graduate students, and their rich blend of liberal arts and career-directed programs is enhanced by practical field experiences and co-curricular activities. Learning at Curry extends beyond the classroom and is embedded in all that they do.

Diversity and a culture of equity and inclusion among students, faculty and staff are crucial to the mission statement of Curry College.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, sex identity or expression, national origin, age, disability, veteran status, or any other basis protected by applicable state and federal law, including Title IX.

 

Job Description:

The Student Financial Services Representative is a member of the Financial Aid Department residing within the Office of Student Financial Services.  The SFSR provides service about all aspects of student financial matters including financial aid, financing and student accounts and billing to currently enrolled and prospective students and their families in traditional, continuing education and graduate programs for all Curry College campuses., families and colleagues.  Service is delivered in person, by telephone, virtually, electronic media and print.  The SFSR provides general customer service in matters pertaining to but not limited to, financial aid from the application process to the award, loan options and status and student accounts from balance resolution to instruction on use of credit balances and obtaining refunds. The SFSR will assist in documenting procedures and policies and developing Frequently Asked Questions (FAQs). The SFSR will support enrollment and retention objectives of the College though the dissemination of accurate financial aid and student accounts information.  This is a general customer service role with specific back-up expert duties assigned in Financial Aid or Loans.

Essential Functions:

1. Provides Service to Internal and External Customers:

  • Maintains compliance with FERPA;
  • Serves as initial contact and provides financial advice and counsel to prospective and enrolled Curry customers  (students, families, colleagues and alumni) seeking information on tuition billing and payment policy,  the financial aid application and funding process, alternate methods of payment of tuition accounts including loans and tuition payment plans via telephone, in person or electronic means;
  • Explains financial aid policies and procedures, account balance and payment and loan policies and procedures to customers;
  • Accepts payments:  cash and credit card payments at the customer service counter;
  • Serves as central contact for e-mails sent to 1 of the 2 general office mailboxes as well as one of the primary contacts for returning voicemails from the general voicemail box for the Student Financial Services Office;
  • Assists students and families in the customer self-service area with completing forms and applications for refunds, book vouchers, financial aid and loan applications;
  • Acts as the first level of contact for staff and families with financial service  matters concerns;
  • Contacts other on-campus offices and off campus agencies/vendors as needed to resolve problems presented in the service area;
  • Makes outbound telephone calls to students and families as needed to resolve missing financial aid or loan documentation and/or unpaid account balances;
  • Assists with department mailings.

2. Provides  Service to Internal and External Customers at College events:

  • Provides support for Student Financial Services at College events including but not limited to:  late hour service evenings and weekends including Open House, Accepted Students Day, Registration, New Student Orientations, Semester Opening/Check-In, etc;
  • Required to be in rotation of staff extended evening Office hours based on staffing levels and service demands.

3. Back-up for Specific Financial Aid or Loan Operational Processes (as assigned):

  • Provides back-up to Financial Aid and/or Loan operational processes for financial aid as appropriate
    • Manages data loads from federal processor or third party agencies;
    • Manages student financial aid files for active and inactive students;
    • Prints and manages mailing of missing item letters and financial aid award letters;
    • Manages exit interview collection process for students who withdraw.
  • Assists in opening, sorting, coding of mail.
  • Supports Director of Financial Aid with audit preparation.

Additional Functions:

  • Participate in any initiatives for the Office of Student Financial Services;
  • Respect and maintain confidentiality, parameters of operation, professional protocols, and individual privacy;
  • Perform other duties as assigned by supervisor or his/her designee.

 

Requirements:

Minimum Qualifications:

  • At least 1 year in higher education  student financial (financial aid, student loans/financing or student accounts) field. 
  • Associate degree required, bachelor's degree preferred.
  • Excellent interpersonal skills and have superior customer service skills, specifically the ability to work with students and families.  Must react to customers quickly, accurately and congenially.
  • Good planning/organization, analytical and problem- solving skills needed. 
  • Must be team-oriented with good oral and written communications skills.
  • Intermediate proficiency with Microsoft Office Suite and functional use of voicemail and fax.
  • Ability to work evenings and weekends.

 

Additional Information:

Committed to attracting and retaining a diverse staff, Curry College will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

At the College's discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate, to the satisfaction of the College, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Employment in this position is contingent upon the successful completion of all required pre-employment background checks.

Inquiries about the application of Title IX can be directed to the College's Title IX Coordinator, Rachel King at Rachel.king@curry.edu, (617) 979-3516, or King Academic Administration Building, 55 Atherton St, or US Department of Education, Office of Civil Rights ("OCR") - Boston Office, 5 Post Office Square, 8th Floor, Boston, MA 02109-3921, (617) 289-0111.

 

Application Instructions:

Please apply online at https://www.curry.edu/about-us/community-resources/employment/job-opportunities for consideration. Interested applicants must submit the following:

  • a cover letter;
  • a resume; and;
  • a list of three professional references, one of which must be a former or current supervisor, including complete contact information and professional titles.

 


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