Position

Customer Service Assistant

Department

Financial Aid, Scholarships & Student Employment

In this role you will

This Customer Service Assistant provides telephone customer service to all incoming calls for the Financial Aid Office. In addition, they screen applicants for and recipients of student financial aid; greets students as they call and regulates flow of calls routed to Financial Aid Advisors; supervises two student employee positions and performs specific administrative functions for the Financial Aid Office. Serves as member to the Operations Team, Role has oversight of federal work study students, departmental calendar, and award change electronic notifications.

To be successful in this role, qualified applicants will have

MINIMUM QUALIFICATIONS AS OUTLINED IN THE CLASSIFICATION SPECIFICATION; CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

  1. High school diploma or equivalent.
  2. Any one or combination totaling eighteen (18) months from the following categories:
    1. college coursework in any discipline as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
    2. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

RESPONSIBILITIES

  • Provides exemplary customer service to students concerning their financial aid status through the use of the university software system. Notifies the student of appropriate forms necessary to assist in file completion. Directs students to appropriate advisor for more detailed information regarding their file status
  • Supervises student employees to ensure phones are answered within the first three rings and that log forms are completed accordingly at the end of each work period. Cross trains student employees to work at Front Counter reception. Student employees should be trained on basic understanding of University book voucher eligibility, NEIUport navigation, payment plan, tuition guarantee, late/deferment fees and credit balance refunds,
  • Works in collaboration with the front counter Customer Service Assistant and the Document Imaging Coordinator for updates in priorities, forwarding documents from office general email, system issues, important deadlines and other information relevant to telephone customer service.
  • Report quarterly statistics to the Executive Director for all incoming calls and emails through general account. Reports complaints, delays or backlogs in electronic student notifications (NEIUTask) to the Executive Director. Maintains supplies for Telephone Center and coordinates dissemination of phone calls to Financial Aid Advisors
  • Other duties as determined by the Associate Director or Executive Director.

 (This position requires a background check.)

Salary

$15.00

Hours

Monday – Friday, 8:30 a.m. – 4:30 p.m. (Hours may vary depending on departmental needs)

Appointment

100%

To apply

In order to be considered for employment by Northeastern Illinois University (NEIU), you must submit the following:

If you have any questions, please email us at CS-Employment@neiu.edu.

Please visit the State of Illinois University Civil Service website for general information. NEIU Employment Services reserves the right not to consider any application on the basis of incomplete information/documents, delay in submission, and disqualifications under the rules of State Universities Civil Service System. Employment Services, however, assures that your application will be duly reviewed on the basis of the classification(s) in which you qualify and, accordingly, will inform you of their decision.

Application Deadline

A current application, affirmative action form, statement of annuitant status form, official transcript(s), resume and cover letter must be submitted by the close of business September 27, 2022.

Northeastern Illinois University is an Equal Opportunity/Affirmative Action Employer and invites applications from Women, Minorities, Veterans and Persons with Disabilities, as well as Other Qualified Individuals. Northeastern Illinois University positions are contingent upon the University's receipt of its State of Illinois appropriation.