Boise State University Hiring for Student Support Specialist – 498814-2453 at Boise, Idaho Full Time

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2322381 Job Summary/Basic
Function:

Provides technical support for programs and organizational activities to
convey information, determine compliance, and resolve controversial
situations; acts as a resident expert in the implementation and
maintenance of technical program guidelines; perform related work.

This position is not eligible for Visa Sponsorship.

Department Overview:

The department of Student Financial Services (SFS) assists students in
understanding their educational costs and making smart financial
decisions for college education. Supports the campus community by
processing student account transactions and department deposits.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt
procedures, operations, techniques, tools, materials, and/or equipment
to meet needs of area of specialization; may work on non-routine tasks;
resolves issues/makes working decisions within area of specialization or
responsibility with minimal supervision.

Essential Functions:

• Customer Support Responsibilities:

• • Assist students and families with financial account inquiries
    and payments.
  • Investigate and verify account data to provide accurate
    information.
  • Provide timely responses to inquiries in person, over the phone
    and via email.
  • Offer alternative payment options for account balances.
  • Conduct outreach to students regarding past-due balances,
    ensuring accurate amounts and repayment timelines.
  • Process departmental deposits and prepare bank shipments
    securely.

• Account Maintenance Responsibilities:

• • Understand and apply university billing, refund, and Title IV
    regulations, along with institutional, state, and FERPA
    guidelines.
  • Analyze and adjust student financial accounts as needed,
    including fee appeals, collections, and bankruptcies.

• System Maintenance Responsibilities:

• • Use or learn departmental software to complete tasks efficiently
    and correspond effectively.
  • Review and manage student accounts in PeopleSoft.
  • Run and interpret queries in PeopleSoft for accurate account
    management.

• This class is distinguished from the Technical Records Specialist 1
  by the requirement for the use of judgment, discretion, and
  interpretation of a variety of complex guideline policies and
  procedures for different programs within a related field. The
  incumbent is responsible for the final work and any consequence of
  error. The work requires extensive knowledge of department programs
  and objectives. The program knowledge is of such a complex nature
  that it typically takes new incumbents a substantial amount of time
  to learn. Incumbents function with considerable independence and
  exercise discretion in applying policies and procedures.

• Incumbents perform complex and difficult program support functions
  for multiple or highly specialized programs. Incumbents have the
  authority, knowledge, and judgment to devise solutions that fall
  outside existing policies and procedures. The work requires problem
  solving and negotiation skills with authority to act on decisions
  made. Incumbents serve as a program expert; and provide guidance and
  assistance regarding complex program rules and regulations to office
  staff and external customers. Due to the nature of the work,
  incumbents have frequent contact with internal and external
  customers, which requires good public relation skills. Incumbents
  function with considerable independence and exercise discretion in
  applying policies and procedures. The work requires extensive
  knowledge of department progr ms and objectives. Incumbents may
  supervise support staff or perform leadwork duties.

• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Some knowledge of: supervisory practices and data management.
• Experience: conducting sensitive fact finding interviews; storing,
  retrieving and compiling information in a report format using
  database software and using spreadsheet software.

Minimum Qualifications:

Experience: monitoring record systems to identify and correct errors;
interpreting, explaining, and applying laws, regulations, and complex
policies for multiple or highly specialized programs; analyzing
information and researching a variety of sources to identify and resolve
problems or issues; dealing with individuals from varying cultural and
socio-economic backgrounds in stressful situations; entering and
retrieving data using a computerized record system; composing and
proofreading business correspondence.

Preferred Qualifications:

• Training in customer service and conflict management.
• Experience in higher education and familiarity with PeopleSoft.

Salary and Benefits:

Salary starting at $19.04/hr and is commensurate with experience. Boise
State University provides a best-in-class benefits package, including
(but not li