Customer Service Assistant, Telephone Center Supervisor

Financial Aid, Scholarships & Student Employment

This position provides telephone customer service to all incoming calls for the Financial Aid Office. In addition, it screens 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.

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

• 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.
• Performs related duties as assigned.

(This position requires a background check.)

$15.00

Comprehensive benefits package including health, dental, and vision benefits, sick and vacation days and participation in the State Universities Retirement System. This is a full-time, position.

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

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

• (Original initials and signatures are required for each position applied. Electronic initials and signatures are not acceptable.)
• Statement of Annuitant Status Form
• Cover letter
• Resume

If you have any questions, please email us at .

Please visit the 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.

A current application, affirmative action form, statement of annuitant status form, official transcript(s), resume and cover letter must be submitted by April 12, 2023.

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.