Financial Assistance - Student Service Phone Agent

Financial Assistance – Student Service Phone Agent

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Federal legislation requires institutions of higher education to inform prospective members of our community about its most recent crime/incident statistics; crime prevention; security programs and activities; policies concerning the reporting of crime; and related information in accordance with the Campus Security Act, commonly referred to as the Clery Act. Upon request, you can obtain a paper copy of the university’s Annual Campus Security Reports by contacting the NKU Police Department, 419 Old Johns Hill Road, Highland Heights, KY 41099 or calling 859-572-5746. This information is also available on the NKU Police Department’s website at http://nku.edu/police/securityreports

Posting Details

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Position Information

Working Title Financial Assistance – Student Service Phone Agent
Department Student Financial Assistance
Type of Work Study Federal
Building/Office Location AC – Kenneth R. Lucas Administrative Center
Work Schedule
Office hours are Monday-Friday 8:15 a.m.-4:30 p.m.

Applicant must be able to work up to 25 hours a week during Fall and Spring terms.

Work hours are arranged around a class schedule.

There are no evening hours and no weekend hours.
Job Description
This position is the first point of contact to prospective students, current students, parents, and the public for the Office of Student Financial Assistance.

The Student Service Phone Agent will convey a knowledge and understanding of university policies in student registration, academic records, admissions, and financial assistance. Will provide prompt professional resolution to the call and exceed customer caller expectations.

Student Service Phone Agents are responsible for successfully completing on the job training, phone and customer service training, as well as gaining and maintaining knowledge and understanding of university policies, procedures, and university departments in order to perform in this position.

It is desirable that the applicant have completed at least 30 credit hours and maintain at least a 3.0 GPA.
Primary Responsibilities
Responsible for answering incoming calls to the office in regards to financial assistance. The agent will be patient, understanding, empathetic, and be able to provide the caller with the correct answers to their questions in a timely manner.

Support the goals of the Office of Student Financial Assistance by providing the highest possible customer service.

May be tasked with other duties assigned by the supervisor.
Qualifications
A desire to provide excellent customer service and listening skills while being comfortable using a phone system and being able to carry out a wide variety of tasks.

Possess the ability to learn good communication skills, interpret a variety of instructions furnished in written and oral form.

The ability to work under pressure is preferred during high volumes times.

Technical skills include knowledge of Microsoft Office, NKU website, internet, and data base entry system.

A positive attitude and a professional pleasant phone voice is a must. Timeliness and the desire to learn new skills is required.

This position is a great opportunity for a student who lives on campus or close to campus. All interested students must fill-out an online application.

Please provide at least one professional reference in the applicant documents section.

Any candidate who is offered this position will be required to go through and pass a pre-employment criminal background check as mandated by state law.
Minimum Education High School Diploma
Pay Rate $12.00/hr
Posting Detail Information

Requisition Number 20231690
Job Open Date 10/16/2023
Job Close Date
Quick Link https://jobs.nku.edu/postings/13130

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • Are you a current NKU student?
   • Yes
   • No
   • No response
2. • Are you able to work a maximum of 25 hours per week during Fall, Spring, and Summer semesters and potentially additional hours in the Summer?
   • Yes
   • No
3. • What type of customer service experience have you had?
     (Open Ended Question)

Applicant Documents

Required Documents

1. Resume
2. Cover Letter/Letter of Application
3. References

Optional Documents

Northern Kentucky University Nunn Drive | Highland Heights, Kentucky 41099 Phone: (859) 572-5100