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OSFA Customer Service Center Representative
Job Description
Position Number:
128770Title:
Program Management SpecialistFunctional Title:
OSFA Customer Service Center RepresentativeCategory Status:
22-Nonexempt, Contingent 2Applicant Search Category:
StaffUniversity Authorized FTE:
1.00Unit:
SVPAAP-EM-Contact Center OperationsHiring Range Minimum:
43404Hiring Range Maximum:
52085Campus/College Information:
Founded in 1856, University of Maryland, College Park is the flagship institution in the University System of Maryland. Our 1,250-acre College Park campus is just minutes away from Washington, D.C., and the nexus of the nation’s legislative, executive, and judicial centers of power. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of research entities, embassies, think tanks, cultural centers, and non-profit organizations is simply unparalleled. Synergistic opportunities for our faculty and students abound and are virtually limitless in the nation’s capital and surrounding areas. The University is committed to attracting and retaining outstanding and diverse faculty and staff that will enhance our stature of preeminence in our three missions of teaching, scholarship, and full engagement in our community, the state of Maryland, and in the world.
Background Checks
Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.
Position Summary/Purpose of Position:
The Office of Student Financial Aid (OSFA) Customer Service Center is a moderate volume, fast-paced front-line call center responsible for providing excellent customer service and guidance to prospective admitted and returning students, their families, and members of the UMD community. Customer Service Representatives working within the OSFA Customer Service Center answer inquiries and provide guidance regarding federal, state, and institutional financial aid policies and processes.
OSFA Customer Service Center Representatives are responsible for understanding, interpreting, and explaining university policies and financial aid procedures. The OSFA Customer Service Center Representative will deliver excellent customer service to prospective and current students by providing information about financial aid via in-person, phone, and email.
OSFA Customer Service Center Representatives are responsible for understanding, interpreting, and explaining university policies and financial aid procedures. The OSFA Customer Service Center Representative will deliver excellent customer service to prospective and current students by providing information about financial aid via in-person, phone, and email.
Minimum Qualifications:
Education:
Bachelors degree.
Experience:
Two years experience in administrative staff work.
Bachelors degree.
Experience:
Two years experience in administrative staff work.
Knowledge, Skills, & Abilities:
Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information.
Knowledge of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations.
Knowledge of basic analytical and statistical principles and techniques.
Skill in the use of office automation software and its application; in operating manual and automated office equipment.
Ability to establish and maintain effective working relationships.
Ability to present ideas and information clearly and concisely both orally and in writing.
Ability to perform mathematical computations; to present statistical material in chart and graph form.
Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information.
Knowledge of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations.
Knowledge of basic analytical and statistical principles and techniques.
Skill in the use of office automation software and its application; in operating manual and automated office equipment.
Ability to establish and maintain effective working relationships.
Ability to present ideas and information clearly and concisely both orally and in writing.
Ability to perform mathematical computations; to present statistical material in chart and graph form.
Preferences:
Preferences:
- 2 years of experience in higher education or customer service-related industries. Preference will be given to candidates with experience providing customer service in a call center environment.
- Working knowledge of federal or state financial aid applications, policies, or financial aid types.
- Experience using office productivity software such as Microsoft Office (Word, Excel, and PowerPoint), and Google Workspace apps (Drive, Docs, Sheets, and Slides).
- Ability to work both independently and collaboratively with team members and other UMD and OSFA departments.
- An ability to process and explain complex concepts and policies simply and effectively.
- An understanding and appreciation for the concerns, needs, and goals of prospective and returning students, their families, and members of the UMD community.
- Strong analytical and problem-solving skills, including active listening, critical thinking, and creative solution-building.
- Excellent professional judgment in handling sensitive and demanding customers and situations.
Job Risks
Not Applicable to This PositionPhysical Demands
Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and carry small parcels, packages and other items, to walk short distances, and drive a vehicle to deliver and pick up materials.
Posting Date:
09/12/2023Closing Date:
10/03/2023Open Until Filled
NoDiversity Statement:
The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.
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