Unlock your full potential in the innovative and inclusive environment at Bryant & Stratton College. We are a career-focused, private, nonprofit college built differently to serve the needs of students, alumni, associates, employers, and the community. Founded in 1854, Bryant & Stratton College offers real-world education leading to bachelors, associates, and professional certificates after completion in the fields of healthcare, technology, legal, business, graphic design, and more. We offer a comprehensive benefits package that includes competitive salaries, medical/dental/vision insurance, generous paid time off, 401(k), and company-paid college tuition for associates and their families.
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Position Status: Non-exempt Work Hours: Mon-Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day. Reports To: Financial Aid Leadership Location: Orchard Park, NY
Position Summary: The Financial Aid Customer Service Representative will ensure excellent customer service skills in every interaction through inbound and outbound calls. During award letter delivery, the incumbent will review financial aid student files for accuracy and identify necessary adjustments. The position will provide support to the financial aid team to ensure policy and compliant procedures are adhered to. This position is best suited for someone who prefers a fast-paced environment, adapts to change, is detailed, highly organized and actively engaged with students.
Essential Duties and Responsibilities:
• Award Letter Review: Counsels prospective and current students and/or parents regarding financial aid, including a review of financial aid package. • Phone Metrics: Meet or exceed established phone goals for inbound and outbound dials for each session/semester. • Customer Service: Handle inbound inquiries on a variety of FA topics including status of excess loan funds (ELF), Banner inquiries, and verification follow up, providing customers with accurate information and direction to ensure a world-class student experience. • Documentation and Accuracy: Review documentation for accuracy and forward to appropriate party for necessary adjustments. Documents all transaction in appropriate communication tool (CRM, Banner, email, etc.). • Compliance: Adheres to all Federal, State, and Institutional Financial Aid Guidelines.
Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
College Competencies:
• Accountability-Takes ownership and seeks continuous improvement opportunities to achieve outcomes above expectations. • Brand Ambassadorship-Understands our brand and messages it to the students. • Embracing Change-Adapts to changing circumstances by accepting and responding positively to different ideas and approaches. • Values-Recognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes. • Delivering Program and College Services-Consistently provides appropriate information and guidance to students, groups, individuals and other stakeholders so that appropriate choices and decisions are made. • Manages/Organizes Priorities -- Takes initiative and utilizes resources to insure priorities are met in a timely manner and corrects problems as they arise. • Outcomes Oriented - Makes efficient use of time and resources to achieve successful outcomes.
Qualifications:
• Associate's degree required • 1-2 years fast-paced customer service experience required in a high-volume setting • Prior computer experience with a CRM tracking system and Microsoft Office • Excellent phone skills • Preferred qualifications: • Bachelor's degree preferred • Experience in a call center environment preferred • Financial aid experience preferred
Physical Demands and Work Environment: Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds. Position also requires the use of computer technology/equipment. Position requires the ability to hear conversations and receive information in person and over the telephone. Position requires the ability to convey detailed and important instructions or ideas accurately, loudly, or quickly.
Salary Range: $46,000 ($22.12 per hour)
Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.
Bryant & Stratton College was founded in 1854 based on a desire to provide a practical education that gave our students the theory and experience to succeed in their careers. A lot of things have changed over the past 160 years, but our commitment to our students and staying at the forefront of career education and the workplace has not. From Dr. J. C. Bryant’s business practice “learning lab” of the 1850s to the active learning of today and from early correspondence courses to the launch of online education and training in 1997, Bryant & Stratton College has evolved into an educational institution poised for the 21st century, committed to the same principles set forth by its founders: education and career preparation.<\p>
The requirements of the workplace have continuously evolved since 1854, and as we transition from the Industrial to the Information Age, the evolution has accelerated. Keeping up with these contemporary needs requires the college to continually revise and enhance the curriculum, modify outcomes, and embrace or develop new teaching and learning methodologies. While the words in the college’s mission have changed over the years, the fundamentals have remained constant: Bryant & Stratton College is dedicated to offering a personalized career education and experience so that our graduates are prepared, not only for their careers but also for life’s adventures.