Customer Service Counselor, Part-Time - Financial Aid Customer Service Center

Job Title:Customer Service Counselor, Part-Time - Financial Aid Customer Service Center
Location: Marietta, Georgia
Regular/Temporary: Regular
Full/Part Time: Part-Time
Job ID: 267031
About 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.

Location

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

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

Responsibilities

KEY RESPONSIBILITIES:
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

Required Qualifications

Educational Requirements
High School diploma or equivalent
Required Experience
Previous experience in a Customer Service role

Preferred Qualifications

Additional Preferred Qualifications
Bilingual
Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education
Preferred Experience
Prior experience in services at an accredited institution of higher education

Knowledge, Skills, & Abilities

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 handle multiple tasks or projects at one time meeting assigned deadlines
KNOWLEDGE
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965
SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, 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, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)
Strong attention to detail and follow up skills
Strong Customer Service skills and phone and e-mail etiquette

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 202, eeo@kennesaw.edu, or by making a report here.

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Background Check

• Standard Enhanced
• Credit

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf