Department:

Office of Financial Aid

Requested Start Date:

October 1, 2024

Normal Work Schedule:

8:00 a.m. – 4:30 p.m. Monday-Friday, some evenings and weekends required

Salary:

$31,200.00

Job Summary:

The Call Center Specialist position will be responsible for answering incoming calls directed to the Call Center with high-quality customer service. The position is responsible for maintaining appropriate levels of knowledge regarding the JSU campus and Financial Aid regulations, policies, and procedures. This position will report to the Call Center Supervisor.

Duties And Responsibilities:

Assists students and parents with the financial aid process, including, but not limited to assisting with the application process, assisting students with acceptance of federal aid through the Banner software program including the E-Sign process of federal loan promissory notes and required online entrance counseling.
Answer all incoming calls with questions regarding Financial Aid
Assists with resolving customer issues; responds to inquiries as appropriate
Provide exceptional customer service to students and families via phone, email, or virtual chat
Provide information regarding federal financial aid, scholarships, and grants for various campus groups, high school students and parents at meetings, group discussions, workshops and recruitment sessions.
Performs other duties as assigned by the Call Center Supervisor or Associate Director of Communications.

Required Minimum Qualifications:

High school diploma or equivalent
One year of customer service experience
Strong technical skills and customer service skills

Preferred Qualifications:

Bachelor’s degree
Prior experience in a higher education setting
Prior experience working in a call center
Experience with Ellucian Banner

Required Documents:

Cover Letter
Resume

Employee Benefits:

JSU strives to provide great quality of life to our employees through an attractive, competitive benefits package for our full-time faculty and staff. These benefits enhance your salary as a JSU employee and are part of your total compensation package. Benefits include:

Retirement Plans
- Alabama Teacher’s Retirement System (TRS)
- RSA-1 Deferred Compensation
- 403-B Retirement Annuity (TIAA)
Health Insurance
- Medical (PEEHIP)
- Optional plans: vision, dental, flexible spending plan, dependent care, cancer and hospital indemnity
Long-term disability and life insurance
Tuition assistance
Paid and unpaid leave
Employee Assistance Program
Prescription assistance

For Additional Information Regarding Benefits, Please Visit Our Website.

Clery Notice: In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, https://clerycenter.org/policy-resources/the-clery-act/ the Jacksonville State University Police provide information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three calendar years. The JSU Annual Campus Security and Fire Report is available online at: http://jsu.edu/police/docs/CleryAnnualReport.pdf

Equal Employment Opportunity: JSU is an Equal Employment, Equal Opportunity, and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, genetic information, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Duties And Responsibilities:

Assists students and parents with the financial aid process, including, but not limited to assisting with the application process, assisting students with acceptance of federal aid through the Banner software program including the E-Sign process of federal loan promissory notes and required online entrance counseling.
Answer all incoming calls with questions regarding Financial Aid
Assists with resolving customer issues; responds to inquiries as appropriate
Provide exceptional customer service to students and families via phone, email, or virtual chat
Provide information regarding federal financial aid, scholarships, and grants for various campus groups, high school students and parents at meetings, group discussions, workshops and recruitment sessions.
Performs other duties as assigned by the Call Center Supervisor or Associate Director of Communications.

Required Minimum Qualifications:

High school diploma or equivalent
One year of customer service experience
Strong technical skills and customer service skills

Preferred Qualifications:

Bachelor’s degree
Prior experience in a higher education setting
Prior experience working in a call center
Experience with Ellucian Banner

Required Documents:

Cover Letter
Resume

JSU Strives To Provide Great Quality Of Life To Our Employees Through An Attractive, Competitive Benefits Package For Our Full-time Faculty And Staff. These Benefits Enhance Your Salary As a JSU Employee And Are Part Of Your Total Compensation Package. Benefits Include:

Retirement Plans
- Alabama Teacher’s Retirement System (TRS)
- RSA-1 Deferred Compensation
- 403-B Retirement Annuity (TIAA)
Health Insurance
- Medical (PEEHIP)
- Optional plans: vision, dental, flexible spending plan, dependent care, cancer and hospital indemnity
Long-term disability and life insurance
Tuition assistance
Paid and unpaid leave
Employee Assistance Program
Prescription assistance

Jacksonville State University

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Financial Aid Call Center Specialist