Customer Service Counselor - Financial Aid Customer Service Center
Job ID: 265554About Us
Are you ready to join a community leading in innovative teaching and learning?
Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university's vibrant culture, career opportunities, and rich benefits make us an employer of choice. We are searching for talented people to join our mission. Come to KSU and find your passion.
Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.
Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service.
1. Monitors the department¿s phones and e-mail systems
2. Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid.
3. Documents communication, interactions, and information according to established guidelines
4. Escalates inquiries to appropriate personnel, per guidelines
5. Maintains compliance with institutional, USG, state, and federal regulations
High School diploma or equivalent
Previous experience in a customer service role
Additional Preferred Qualifications
Preferred Educational Qualifications
Undergraduate degree from an accredited institution of higher education in related field
Prior experience in enrollment services at an accredited institution of higher education is preferred
Knowledge, Skills, & Abilities
Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals
High level of empathy and ability to deal with difficult and confidential situations
Able to deal with multiple tasks or projects at one time meeting assigned deadlines
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA)
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, technology, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite, BANNER, NolijWeb, DegreeWorks, a CRM program)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette