Address
Form of workInteract 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 OneStop.
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.
Experience Required:
Requires general education or vocational training and 3+ years’ relevant experience in chosen field or equivalent combination of education and experience.
Experience Preferred:
Bachelor's Degree or Call Center experience. Prefer 1+ year higher education experience and/or 1 year UCO 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.
Physical Demands:
Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.
