Customer Service Representative 2

Idaho Division Of Human Resources Boise , ID 83701

Posted 3 months ago


To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

Position Overview:

Staff members in this position are the first point of Financial Aid Office contact for prospective students, current students, their family members, high school counselors, and other departments on campus. The primary purpose is to provide customer service and other individualized assistance in a succinct and professional manner via daily e-mail, phone, and face-to-face interactions while continuing to facilitate and streamline financial aid process on behalf of the university and its students. In doing so, staff members proactively respond to the short and long term needs of students and their families when seeking solutions.

Example of Duties

  • Rendering assistance to prospective students, current students, their family members, high school counselors, and other departments on campus in-person, on the phone and via email.

  • Maintaining accurate working knowledge on current and upcoming state, federal, and university regulations relating to financial aid.

  • Determining the individual financial needs of a student and recommending available options.

  • Answering financial aid-related questions, clarifying information, and working with students and their families to understand how to proceed with the financial aid process.

  • Protecting individuals' confidential information.

  • Processing student requests and/or initiating actions required.

  • Collaborating with staff within the Office of Financial Aid and other departments on campus.

  • Working on special projects as assigned.

Minimum Qualifications

Some knowledge of interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Supplemental Information

Preferred Qualifications:

  • Strong attention to detail;
  • Experience operating and accessing data using a Windows operating system;
  • Demonstrated verbal and written communication skills;
  • Analytical and problem-solving skills;
  • Ability to perform basic math calculations either by hand or using a calculator;
  • Ability to multi-task effectively;
  • Self-directed in managing and prioritizing work flow;
  • Ability to assist diverse student and family populations.

Please submit a cover letter indicating your interest and qualifications for this position. Attach a resume that includes employment history (including dates of employment).

AA/EEO Statement Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete pay transparency policy statement. If you require an accommodation to complete this application, please contact Human Resources at 208-426-1616.

Background Investigations Any offer of employment at Boise State University will be contingent upon the successful completion of a criminal background investigation and may require a credit and/or motor vehicle background investigation depending on the position. Click here to view the University's full background investigations policy.

Jeanne Clery Statement: Notice of Availability of Annual Security and Fire Safety Report The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) requires all colleges and universities that participate in federal financial aid programs to keep and disclose information about crime on and near their campuses to all job applicants. Click here to read the Boise State University Safety Report.

Application assistance is available by appointment at the Human Resource Services office on Mondays & Thursdays from 2-3 PM MST.
2225 W. University Dr.

Capitol Village #3

Boise, ID 83725-1265

Thank you for your interest in working at Boise State University!

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Customer Service Representative 2

Idaho Division Of Human Resources