The Customer Service Specialist 1 assists students in identifying District processes and procedures, resolving problems, and receiving tuition and fee payments. This position also assists students in completing Tuition Installment Payments and other customer service-related inquiries. The Customer Service Specialist 1 provides assistance and problem resolution to District departments, customers, and students and is located in the Cashiering Department. This position reports to the Student Financials Supervisor and requires regular and consistent attendance.
The Customer Service Specialist will be responsible for the following, but not limited to:
Customer Specialist/ Cashiering
Use established procedures to maintain all records and reports for the Cashiering module.
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Process incoming cash, check, or credit card deposits within 24 hours, including posting payments to student accounts or department deposits.
Prepare scholarships to be booked into collect department receipts and add student information to the shared drive for posting to the student account. Verify that scholarships are posted correctly on the customer account.
Maintain up-to-date knowledge of FERPA (Family Education Rights & Privacy Act) and related legislation; apply FERPA to activities/procedures to protect the confidentiality of student information.
Positively respond to customer service inquiries and complaints by deescalating the situation, identifying the issue, and using the established procedures to identify available solutions that meet the customer's needs when possible.
Effectively communicate with internal customers to ensure all receivable-related questions are answered and resolved, if necessary, promptly.
Effectively communicate with external customers, such as scholarship donors, sponsorships, and other account holders, to ensure all questions related to their accounts are answered and resolved, if necessary, on time.
Accounts Receivable
Use established guidelines to provide fiscal support to the Fiscal Specialist 1, such as, but not limited to, maintaining Customer accounts files (with prior approval from a Student financial supervisor, Student financial manager, or Director of Fiscal Services).
Teamwork
Participate in and serve as backup for other Finance Department activities, including—but not limited to—mailing invoices, financial aid check distribution, invoicing at the military sites, and any duties outlined as a Customer Service Specialist.
Complete special projects as assigned by the Student Financials Supervisor or his/her designee.
Assist in the preparation of records annually for archival.
Policies & Procedures / Communication & Relations
Serve on various committees throughout the District.
Serve as liaison with and advise departments regarding Cashiering / Customer Accounts policies and procedures.
Foster partnerships across the District and State.
Assist in providing guidance and training to district departments on Accounts Receivable policy and procedure.
Update and maintain Cashiering manuals.
Other duties as assigned.
Required Education
High school diploma or GED.
Required Experience
Experience using current cash handling procedures in a business environment.
Experience documenting and updating information in written or electronic format to maintain accurate and complete records.
Required Knowledge, Skills, Abilities
Understanding of Generally Accepted Accounting Principles (GAAP), Family Education Rights and Privacy Act (FERPA), and any applicable Office of Financial Management (OFM), State Board for Community and Technical College (SBCTC) or Washington State laws as outlined in the Revised Code of Washington (RCW). Knowledge and understanding of Governmental Accounting Standards Board (GASB) fund accounting is also preferred.
Working knowledge and understanding of the integrated processes that impact the Cashiering & Customer Accounts Module of the Fiscal Management System (FMS), including but not limited to the Student Management System (SMS) and the Financial Aid Auto Application process that runs through the Financial Aid Management System (FAMs).
Ability to monitor and review input and output of financial data and develop fiscal queries and reports.
Ability to interpret and explain applicable state and federal regulations.
Ability to work effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.
Ability to communicate plans and activities to support strategies for unit involvement and accomplishment of mission and outcomes.
Strong written and verbal communication skills.
Ability to maintain an open, approachable manner, treat others fairly and respectfully, preserve others' self-confidence and dignity, and show regard for their opinions.
Ability and desire to work cooperatively with others on a team.
Ability to demonstrate responsible personal and professional conduct and accept personal responsibility for the quality and timeliness of work.
Ability to be honest and professional in all interactions; respect and maintain confidentiality.
Ability to respond positively to change, embracing and using new practices or values to accomplish goals and solve problems.
