Customer Relations Specialist

Customer Relations Specialist — Financial Assistance

Functional Title: Financial Assistance Customer Relations Specialist
Classification: Hourly position
Division: Enrollment Management
Department: Financial Assistance – The mission of Financial Assistance is to guide and assist students and parents in completing the procedures necessary for obtaining financial assistance (federal, state, and institutional) in a Christian manner while guarding the institution’s ability to receive and award financial assistance.
Reports To: Director of Financial Assistance

Primary Function: Help prospective students, students, and their parents to complete the procedures necessary for obtaining financial assistance while processing and maintaining records of the financial assistance process.

Major Duties: The Financial Assistance Customer Relations Specialist will:

  • Perform duties of receptionist for Financial Assistance Office and provide courteous customer service and resolution of problems to customers who visit, telephone, or email the Financial Assistance office.
  • Receive phone inquiries from customers, answer questions, and provide information to help customers successfully complete the financial assistance process.
  • Perform data entry.
  • Issue and assist in the completion of contracts and ensure I-9 and W-4 forms are complete.
  • Perform other duties as assigned.

Skills Required: The Financial Assistance Customer Relations Specialist must:

  • Possess excellent customer service skills.
  • Possess good verbal and written communication skills.
  • Possesses good organizational skills.
  • Ability to help students, faculty, and staff in a professional manner.
  • Have excellent computer skills in word processing, spreadsheet building and maintenance, database management, and email management.
  • Be a team player who proactively looks for ways to continuously improve the effectiveness and student perception of the Financial Assistance Office.
  • Accomplish the mission through proactive constructive teamwork.
  • Strong ability to multitask and problem solve.
  • Ability to adapt to changes in the work environment.
  • Not divulge or discuss information about possible university plans, goals, or funding levels unless authorized by the Director of Financial Assistance.
  • The ability to maintain a high level of confidentiality is essential.
  • Work closely with university personnel to recruit and retain students.

Accountability: The Financial Assistance Customer Relations Specialist is supervised by the Director of

Financial Assistance but must: 

  • Work closely with university personnel to recruit and retain students.

Education and Experience: 

  • High School Graduate or equivalent, bachelor’s degree preferred. Financial aid experience preferred.

Physical Requirements: While performing the essential duties, the employee will be required to do the following:

  • Be ambulatory around campus and in buildings.
  • Required to regularly sit and stand.
  • Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail, and picking up small objects.
  • Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly, or quickly.
  • Be able to hear average or normal conversations and receive verbal information.
  • Required to lift packages and/or move heavy objects, 25+lbs.

Disclaimer:

This job description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and/or other management as required. LCU reserves the right to revise or change job duties, required skills or qualifications as the need arises. This job description does not constitute a written or implied contract of employment.