Senior Customer Service Representative

Student Financial Services (SFS) seeks applications for three Senior Student Service Representatives to join their team at the University of Virginia (UVA). Student Financial Services is dedicated to providing students, alumni and their families with efficient, courteous and responsible financial services, while complying with all federal, state and University policies. Our office provides financial assistance to students, many of whom might otherwise be unable to attend the University, and strives to provide guidance and support in their financial lives while they pursue their education.

Our Student Financial Services team guides students and their families as administrative and financial partners. Our team seeks to combine expertise and accountability with compassion and respect for families and students alike.

Student Financial Services values diversity, equity, inclusivity, and respect. We strive to create a culture where every team member feels included and valued, and where different backgrounds, perspectives, and ideas are celebrated.

Student Financial Services is committed to the belief that diversity in all its forms is not merely a desirable complement to excellence; it is an essential component of it. The diversity of our team itself, and our team's commitment to the importance of diversity, equity, and inclusion, strengthens our ability to effectively serve staff, faculty, students, suppliers, and the University community. Within Student Financial Services, we are taking these efforts seriously, both in terms of our service to the University, the community, and our commitment to our employees.

The successful candidate will respond to a high volume of inquiries about the department's services including the ability to:

• Demonstrate thorough knowledge of UVA Student Financial Services' policies, procedures, and services.

• Respond to inquiries received through phone, email, or face-to-face visitors with questions or concerns for Student Financial Services. Operate with an advanced understanding of the needs of the Student Financial Services, learning and employing a variety of computer software to track questions and answers, as well as enter requests for follow up.

• Follow SFS Service Excellence standards by demonstrating: Empathy, Competency, Responsiveness and Transparency.

• While serving as part of the customer service team, independently provide support to customers who have contacted our office on topics including Financial Aid, Student Accounts, Loans, Scholarships and other administrative areas. Provides analysis, evaluation, application and presentation of information in order to provide appropriate advice to students, their families, and colleagues.

• Ensure that good customer relations are maintained, and customer claims and complaints are elevated and/or resolved fairly and effectively, and in accordance with the consumer laws.

• Proactively educate customers when presented with questions or concerns.

• Develop improvement plans in response to customer feedback.

• Provide real time training when there are new customer service representatives, providing troubleshooting guidance and customer service mentorship.

• In addition to the above job responsibilities, other duties may be assigned.

Minimum Requirements

Qualified candidates must have a high school diploma with at least six years of relevant service experience. Up to two years of customer service experience involving establishing rapport, discussing sensitive and personal information, listening and resolving customer concerns/questions is preferred.

Bachelor's degree may substitute for experience and is highly preferred. Experience working in a higher education environment is preferred. The Senior Customer Service Representative will report to the SFS Contact Center Supervisor.

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs."

This is an In-Person position is located in Charlottesville, VA.

Anticipated starting hiring rate is $20/hour, commensurate with education and experience. This is a Non-Exempt level, benefited position. For more information on the benefits at UVA, visit hr.virginia.edu/benefits.

This position will remain open until filled. The University will perform background checks on all new hires prior to employment.

To Apply:

Please apply through Workday, and search for R00622. Internal applicants must apply through their UVA Workday profile by searching 'Find Jobs'. Complete an application online with the following documents:

• CV or Resume

• Cover letter that includes information about why you are interested in this role and how you have demonstrated a commitment to diversity and inclusion in prior roles or experiences

Upload all materials into the resume submission field, multiple documents can be submitted into this one field. Alternatively, merge all documents into one PDF for submission. Applications that do not contain all required documents will not receive full consideration.

References will be completed via UVA's standardized process Skill Survey. A total of five references will be requested via Skill Survey during the final phase of the interview process.

For questions about the application process, please contact Jon Freeman, Academic Recruiter at jf2sw@virginia.edu.

For more information about UVA and the Charlottesville community please see http://www.virginia.edu/life/charlottesville and https://embarkcva.com/.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.

We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.