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Financial Aid Customer Service Representative
Job Description
Job Summary
The Representative, Financial Aid Customer Service provides customer service to students, parents and general public via various communication methods to support the daily operation of the Financial Aid Department. This position will provide secretarial/clerical support as needed.
ESSENTIAL FUNCTIONS
Comply with all Family Educational Rights and Privacy Act (FERPA) regulations.
Greet students at the front counter/desk or over the phone.
Perform clerical tasks for the Financial Aid Office and provide assistance with office equipment such as copiers and fax machines. Order and maintain office supplies and tracks inventory on all information sheets and pamphlets.
Ensure the “Whos Next” system is accurate and current.
Provide students with accurate information regarding the financial aid application and award process.
Adhere to all job expectations and customer service plan requirements.
Attend all mandatory trainings, meetings and request additional assistance when needed. Trainings may include, but are not limited to, traveling to various HCC locations including the District Office for extended lengths of time.
Stay abreast of regulatory changes and ensure the information provided to students is accurate and up-to-date.
Assist students and their families in a timely and professional manner. Ensure students feel welcome in the Financial Aid Office, and are treated with the highest level of respect, professionalism, and integrity.
Provide students with a confidential setting (if requested) and ensures that sensitive matters are treated appropriately.
Enter data into the PeopleSoft system accurately and in accordance to office policies and procedures.
Handle difficult customers professionally and with respect.
Assist parents and students with the financial aid application process and address questions or concerns, using various communication methods (email, phone, in-person, text, etc.).
Provide coverage at various HCC Financial Aid Office locations as needed.
Work with the HCC Financial Aid Call Center to help meet student needs and resolve student issues.
Work with other Student Services Departments to assist students with unusual situations and resolve issues to enable the student to be academically successful.
Perform other duties, tasks and assignments as required.
QUALIFICATIONS
Education & Experience
• High school diploma/GED required
• Associates degree preferred
• 1 year of customer service experience required, preferably in a Student Financial Aid Office (experience may include awarding financial aid, counseling/advising, accounting, federal/state administration, etc.)
• Experience working with security sensitive and confidential records
Licensing & Certification
• Valid Texas Driver License
Special Skills
• MS Office Programs
• Information Management Systems
• Budget Management
• Knowledge of federal, state and institutional financial aid programs
• May have to work beyond the normal schedule
Competencies
• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively
Working Conditions
General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.
SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215
The Organization
Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. Were proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.
The Team
Play a central role at HCC as you keep our everyday operations running like clockwork. Youll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, youll be part of a dynamic team that not only provides HCC students with cutting-edge academic and career tools, it also takes care of its people.
- Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York Citys 55.
- Approximately 145 languages are spoken here.
- Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
- Houston is a major-league sports town, and dont forget the annual Houston Livestock Show & Rodeo.
- The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
- World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nations top institutions.
- With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houstons cultural scene.
- Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.
Office of Institutional Equity
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