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Job Title: Customer Relationship Representative, Department of Student Financial Services
Location: Winston-Salem, NC United States
Position Type: Full Time
Post Date: 05/17/2019
Expire Date: 07/17/2019
Job Categories: Financial Services
Job Description
Customer Relationship Representative, Department of Student Financial Services

Summary: Provides superior customer service via telephone and email. Reviews student account activity and provides accurate and timely answers to all inquiries. Tracks and reports the nature of inbound customer service inquires. Provides outbound customer service support to better enhance communication for student accounts.

Essential Functions:

Acts as the primary contact for students, parents, university staff, and other third parties in regards to answering inquires involving transactions posted to student accounts with a high degree of accuracy and timeliness.
Tracks and reports all inbound inquiries.
Provides outbound customer service support via email and phone relating to various Student Financial Services’ functions such as providing additional information or gathering pertinent information from students and authorized parties as it relates to student accounts.
Prepares account adjustment requests.
Oversees the SFS record retention policy.
Keys student refunds into system.
Third party billing
Qualifications & Requirements
Required Education, Knowledge, Skills, Abilities:

Associate’s degree in business/accounting or a minimum of two to three years of customer service experience.
Capability to deliver first class customer service including communicating clearly and concisely in both verbal and written formats and acting professionally in managing difficult inquiries.
Must exercise good judgment, discretion and patience especially with difficult inquires.
Knowledge of basic accounting skills.
Ability to work with various departments across the University in order to ensure the best customer service experience for university customers.
Demonstrates a high degree of independent decision-making and critical thinking skills.
Possesses strong diplomacy skills and the ability to make sound judgments with constituents diverse in ability and background.
Demonstrated commitment to the University’s values and mission.
Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently as well as a collaboratively.
Proficient in Microsoft Excel and Word
Ability to keep University records confidential.
Preferred Education, Knowledge, Skills, Abilities:

Experience in an inbound or outbound call center.
Experience in higher education.
Experience with Ellucian Banner.

Responsible for own work only.
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Contact Information
Company Description:
Founded in 1834, Wake Forest University is a private university located in Winston-Salem, N.C., with more than 8,000 students. The undergraduate population of more than 5,100 hails from 49 states and more than 50 foreign countries. Ours is a vibrant and diverse academic community in which students pursue learning in one or more of the 45 majors, 60 minors and additional programs we offer within our six colleges and schools. In September 2018, U.S. News & World Report ranked Wake Forest as one of the top 30 National Universities for the 23rd consecutive year. In addition to the overall standing of 27th place, Wake Forest stands 13th in Strong Commitment to Undergraduate Teaching and 24th for Best Value.
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