Employment at WGU

Customer Service Specialist (Finance)

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Location: Salt Lake City, Utah, US

Job Category: Staff-Finance & Financial Aid

Position Type: Full-Time/Regular

Job Description

This position is responsible for all student interactions in the Financial Aid and Student Accounts functions.  The Financial Services Specialists are responsible for providing clear communication and support to students, while ensuring the student has a satisfied experience.  Financial Services Specialists will also collaborate with the operations teams, enrollment/admissions representatives, mentors and other WGU staff to serve our students. Individuals in this position must stay abreast on Federal and State Regulatory changes to ensure that WGU operates in compliance with all applicable regulations.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Customer Service
    • Support WGU retention and graduation goals
    • Serve as the first point of contact for students answering inbound calls and responding to emails
    • Respond to student inquiries in a timely manner with the objective of providing student resolution during their first call or interaction
    • Utilize available resources (Knowledge Base, Student Handbook, internal systems, etc.)
    • Accurately track all interactions with students within our Customer Relationship Management (CRM) system, including any issues which require escalation
    • Identify and escalate priority issues to the appropriate resources as defined  by business practices
  • Financial Aid
    • Communicate and explain any missing requirements to the student and ensure they have the information needed to complete that requirement
    • Follow up on student inquiries regarding financial aid process to ensure that aid is packaged and disbursed to their accounts
    • Able to understand and explain Federal Guidelines and Regulations to students
    • Understand and communicate the award policies and procedures and how it affects the student
    • Research and understand the verification process, professional judgments,  and C-codes
  • Student Accounts
    • Understanding of math, finance, computers and WGU’s billing cycles
    • Research student records and provide detailed information regarding tuition and fees, payment plans, etc.
    • Comply with WGU, State and Federal Regulations and procedures

Required Skills

 

  • Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor
  • Perform daily responsibilities in a professional, friendly and efficient manner
  • Must be self-motivated and willing to seek out new challenges and information
  • Must be able to spend the majority of each work day logged into our phone system and available to take calls from staff and students
  • Able to work closely as a team, communicating concerns and bringing resolution to issues
  • Must possess excellent written and verbal communication skills

 

Required Experience

  • Strong customer service background
  • Proficient with Microsoft Office tools
  • Knowledge of Federal Financial Aid Regulations
  • Experience with Salesforce, Banner, Onbase, NSLDS, COD a plus
  • Knowledge of general accounting, Banner tuition billing procedures, CashNet a plus

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