Job Description

SUMMARY
GRCC Student Financial Services is responsible for all College cash and the billing and collection of over $55
million in tuition and fees annually. The Customer Service Specialist is the first point of contact for students,
parent, staff and community customers with Student Financial Services. This position supports all of the student
services activities related to student financials including but not limited to tuition collection, third party
payments, Raider Card activity and disbursement of financial aid. This individual will complete the necessary
requirements to assure that students are successful in navigating the options for financing their college
education at GRCC.

ESSENTIAL FUNCTIONS
• Primary function is to provide exceptional customer service when assisting students on the phone, via
  email, and in person with all areas of student finance, fostering a friendly, supportive, and welcoming
  environment for customers.
• Take a lead role in resolving front-line customer complaints and reducing customer frustrations. Refer
  customers to appropriate staff in Student Financial Services and other GRCC departments as necessary.
• Collect and post student payments received in person, via the mail and over the phone and prepare
  receipts.
• Responsible for maintenance and reconciliation of daily individual cash drawer. Run daily cash report,
  balance tender to report, reconcile discrepancies and deliver to Head Cashier.
• Assist with the collection of past due accounts receivables through billings and phone calls.
• Assist students and parents in the use of technology to obtain information, make payments and select
  refund preferences, including but not limited to utilization of the Online Center, Blackboard (Raider
  Card), BankMobile and Nelnet.
• Assist students and parents with interpreting their GRCC student account and planning for payment of
  their educational expenses.
• Assist in creating, reviewing and revising office communications and promotional/informational
  materials.
• Assist with scanning, confirming, and linking documents for students into ImageNow to the appropriate
  student account.
• Receive and review Residency Review applications.
• Responsible for generating and reviewing residency letters, including mailing and maintaining a digital
  copy.
• Provide basic information regarding GRCC student services (i.e., application, enrollment, counseling
  services, financial aid, etc.)
• Receive and respond to incoming e-mail requests to the Student Financial Services.
• Coordinate incoming and outgoing office mail.
• Other duties as assigned by the Director
• Must enjoy working with the public and possess good oral and written communications skills: ability to
  manage high volume of service requests via phone, email, and in person promptly, courteously and
  professionally.
• Be flexible in schedule to allow for changes during the semester. Ability to work evenings, week-ends
  and additional hours as requested by supervisor.
• Ability to plan and work independently and as a team member in a multi-person, high volume customer
  service department.
• Ability to adapt to changing technologies and responsibilities.
• Ability to communicate effectively with a diverse student, staff and business partner population and
  provide exceptional customer service.
• Ability to work under pressure with many interruptions in a busy, student-centered environment.
• Meet minimum standards of the APSS testing process (testing components: ability to type a minimum
  of 45-50 words per minute; 90% proficient in math; 80% proficient in edit/format letter and paragraph
  retrieval to format a letter; 90% proficient in Excel/spreadsheet and language arts) plus possess
  excellent proofreading skills and have aptitude for detail work including recordkeeping and filing.
• Must be punctual and have good attendance record.
• Must maintain a high level of ethics in dealing with large amounts of money.
• Must be efficient and possess good organization, problem-solving, decision-making, and complaint-
  resolution skills. Must use good judgment in handling sensitive or difficult situations. Must maintain
  highest level of confidentiality.
• Willingness to learn Campus Wide Information System (CWIS) Gmail, Google Docs and ImageNow.
• High energy level with enthusiasm and interest in helping and supporting students, staff, and the
  general public.
• Demonstrates a commitment to continuous improvement, individually and for the College
• Ability to work in a noisy environment.
• Ability to work flexible hours as needed
• Exceptional math skills.
• Demonstrated ability to understand basic accounting concepts.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving
  customers and performing the essential functions of this position.
• Performs other related duties as assigned.

JOB SPECIFICATIONS
Education Credentials
• Associates Degree required, or equivalent work experience

  Work Experience
• Minimum of two years’ experience in a similar customer service position required, preferably in higher
  education.
• Experience in cashiering and accounting preferred
• Proficient in a Windows environment with successful experience using Excel and MS Word. Willingness
  to learn Campus Wide Information System (CWIS) Gmail, Google Docs and ImageNow preferred

  Skills
• Proven ability to provide excellent customer service to students and staff in a demanding work
  environment.
• Problem-solving qualities in order to service customers efficiently and pleasantly.
• Maintain records, files, and office activities in strict confidence in accordance with FERPA and other legal
  requirements.
• Create and maintain effective working relationships with staff to ensure a positive team.
• Ability to function effectively as a member of a team in a multi-person and high-volume customer
  service department with many interruptions.

Physical Demands
• Ability to lift and move up to 25 pounds
• Ability to sit/stand for extended periods of time

Mental Demands
● Must be a quick learner.
● Ability to work under pressure.
● Possess mature judgment and be flexible in regards to interruptions and the ability to handle
● pressure situations.
● Must use good judgment in handling sensitive, confidential, or difficult situations in a pleasant
● and professional manner.
● Demonstrated initiative and problem-solving abilities and be able to exert initiative and
● resourcefulness.
● Ability to work independently, as well as cooperatively with teams.
● Tolerant of frequent interruptions.

Working Conditions
● GRCC will comply with any mandated health and safety requirements. Compliance information is
  available on our policies website.
  NEXT STEPS / APPLICATION PROCESS
● Please fill out an application at https://www.grcc.edu/jobs. Submit a cover letter and resume. The
  opportunity to apply for this position will close at the end of the day on the close date referenced at the
  top of this job posting.
● Predictive Index Assessment (behavioral & cognitive) REQUIRED: In order to have your application
  considered, you must complete the assessments:
  https://assessment.predictiveindex.com/bo/8MMT/SupportProfessional

HIRING PROCESS
GRCC uses an Evidence Based Selection Process, where we make data driven hiring decisions to help mitigate
bias throughout the hiring process. As part of this process, candidates will participate in assessments (cognitive
and behavioral), reference checks and interviews.
Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal
opportunity employer. Visa sponsorship is not available.

NONDISCRIMINATION STATEMENT
Grand Rapids Community College creates an inclusive learning and working environment that recognizes the
value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and
employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual
orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation,
familial status, veteran status or genetics in all programs, activities, services, employment and advancement
including admissions to, access to, treatment in, or compensation in employment as required by state and
federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment,
including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent
discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of
retaliation against any person for bringing charges of discrimination or participating in an investigation. Further
information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE,
Grand Rapids, MI 49503-3295. 

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