Office Support, Student Financial Services

April 22, 2024

Department: Student Financial Services

Employee Group: https://www.grcc.edu/faculty-staff/general-counsel/labor-relations/employment-contracts

Schedule: 40 hours/52 weeks, nonexempt

Compensation: $17.90 per hour

Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance/medical-plans/new-hire-benefit-enrollment

Reports to: Director of Student Financial Services

Posting Closes: Open until filled

SUMMARY

GRCC Student Financial Services is responsible for all College cash and the billing and collection of over $55 million in tuition and fees annually. The Customer Service Specialist is the first point of contact for students, parent, staff and community customers with Student Financial Services. This position supports all of the student services activities related to student financials including but not limited to tuition collection, third party payments, Raider Card activity and disbursement of financial aid. This individual will complete the necessary requirements to assure that students are successful in navigating the options for financing their college education at GRCC.

ESSENTIAL FUNCTIONS

• Primary function is to provide exceptional customer service when assisting students on the phone, via email, and in person with all areas of student finance, fostering a friendly, supportive, and welcoming environment for customers. • Take a lead role in resolving front-line customer complaints and reducing customer frustrations. Refer customers to appropriate staff in Student Financial Services and other GRCC departments as necessary. • Collect and post student payments received in person, via the mail and over the phone and prepare receipts. • Responsible for maintenance and reconciliation of daily individual cash drawer. Run daily cash report, balance tender to report, reconcile discrepancies and deliver to Head Cashier. • Assist with the collection of past due accounts receivables through billings and phone calls. • Assist students and parents in the use of technology to obtain information, make payments and select refund preferences, including but not limited to utilization of the Online Center, Blackboard (Raider Card), BankMobile and Nelnet. • Assist students and parents with interpreting their GRCC student account and planning for payment of their educational expenses. • Assist in creating, reviewing and revising office communications and promotional/informational materials. • Assist with scanning, confirming, and linking documents for students into ImageNow to the appropriate student account. • Receive and review Residency Review applications. • Responsible for generating and reviewing residency letters, including mailing and maintaining a digital copy. • Provide basic information regarding GRCC student services (i.e., application, enrollment, counseling services, financial aid, etc.) • Receive and respond to incoming e-mail requests to the Student Financial Services. • Coordinate incoming and outgoing office mail. • Other duties as assigned by the Director • Must enjoy working with the public and possess good oral and written communications skills: ability to manage high volume of service requests via phone, email, and in person promptly, courteously and professionally. • Be flexible in schedule to allow for changes during the semester. Ability to work evenings, week-ends and additional hours as requested by supervisor. • Ability to plan and work independently and as a team member in a multi-person, high volume customer service department. • Ability to adapt to changing technologies and responsibilities. • Ability to communicate effectively with a diverse student, staff and business partner population and provide exceptional customer service. • Ability to work under