Job description
Position Information
Ball State is a great place to work! In fact, Forbes has ranked Ball State University as the fourth-best midsized employer—and the only recognized education institution—in the State of Indiana. Learn More
Position Title
Student Support Specialist
About this Opportunity
Cardinal Central is seeking a customer service-driven individual to provide a student-focused, seamless service experience. The Specialist is the first level of student contact where personal interaction and problem solutions begin, providing general information and inquiries and will act as a triage for complex enrollment issues. The Specialist will be a part of a collaborative team, who together will provide excellent customer service to students and the campus community.
Multiple vacancies may be filled from this posting.
Multiple vacancies may be filled from this posting.
Inclusive Excellence Statement
At Ball State University, inclusiveness and freedom of expression are a part of our enduring values and inform all of our efforts. We encourage applicants to familiarize themselves with our
Inclusive Excellence Plan to learn more about our commitment and to identify how you might contribute to these efforts.
Salary Grade
11
Wages Begin At
17.95
FLSA
Non-Exempt
Hrs/Week
40
Pre-Employment Screening
Requires successful completion of a background check.
Position Function
The Student Support Specialist is part of the centralized team within Cardinal Central that provides a student-focused approach to quality service to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention, and graduation. This position is crossed-trained to provide front-line support to students (prospective, current, former, alumni), parents/families, and other campus community members in the areas of University Registrar, Financial Aid and Scholarships, and the Student Financial Services (Bursar). This position answers questions for a significant breadth and depth related to the offices and facilitate transactions. The Specialist is the first level of student contact where personal interaction and problem solution begins, providing specialized information and responding to inquiries, acting as a triage for complex enrollment issues, solving end to end issues, and elevation complex issues to the appropriate Specialists and/or Advisors in the office that support the Center.
Minimum Education
Bachelor’s degree or an equivalent combination of education and experience will be accepted in lieu of the degree.
Minimum Experience
Over one through three years of experience in student support, or over five years of customer service experience.
Minimum Other
Exceptional customer service skills and knowledge of basic service etiquette.
Exceptional oral and written communication skills.
Ability to write clearly, concisely, and correctly.
An appreciation and sensitivity to diverse cultures and lifestyles; engaging and interacting with people of diverse backgrounds.
Ability to work as a team member.
Ability to analyze and interpret data and make independent decisions.
Ability to work within systems and platforms.
Ability and willingness to learn innovative programs, applications, systems, tools, platforms, etc.
Ability to attend meetings, events, functions on and off-campus, and work weekends and evenings as required.
Ability to meet expectations in a fast-paced, dynamic, customer-oriented environment.
Highly motivated, focused and results oriented.
Ability to maintain the confidentiality of records and information.
Ability to read, understand and explain to others a vast array of policies and procedures.
Exceptional oral and written communication skills.
Ability to write clearly, concisely, and correctly.
An appreciation and sensitivity to diverse cultures and lifestyles; engaging and interacting with people of diverse backgrounds.
Ability to work as a team member.
Ability to analyze and interpret data and make independent decisions.
Ability to work within systems and platforms.
Ability and willingness to learn innovative programs, applications, systems, tools, platforms, etc.
Ability to attend meetings, events, functions on and off-campus, and work weekends and evenings as required.
Ability to meet expectations in a fast-paced, dynamic, customer-oriented environment.
Highly motivated, focused and results oriented.
Ability to maintain the confidentiality of records and information.
Ability to read, understand and explain to others a vast array of policies and procedures.
Authorization to work in the US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Preferred Education
Preferred Experience
Extensive customer service experience; additional years of related experience.
Experience in one of the areas that we serve ( Student Financial Services (Bursar), Registrar, Financial Aid & Scholarships)
Experience in one of the areas that we serve ( Student Financial Services (Bursar), Registrar, Financial Aid & Scholarships)
Preferred Other
Spanish speaking; presentation skills; one or more years of experience in a high-volume customer support center.
Position Title(s) Supervised
None
EEO Statement
Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.
About Ball State University
Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 22,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 120 undergraduate programs. We offer more than 140 master’s, doctoral, certificate, and specialist degrees, with many of them ranking among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.
Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:
https://www.bsu.edu/about/live-near-your-work
There's more to discover IN Indiana! Visit the following link to learn more:
IN Indiana
Department
Cardinal Central:155210
Department Information
Department Email or Phone Number
765-285-2222
Duties & Responsibilities
Ranking
1
Job Duty
Counsel and advise students and parents regarding in-depth financial aid questions concerning FAFSA completion, financial aid eligibility, cost of attendance, expected family contribution, types of aid and disbursement processing. Proactively reach out to students before next term’s registration to initiate contact and respond to any questions. Use Salesforce communication tool to accurately reflect interactions with students for recordkeeping purposes. Types of interactions include but are not limited to emails, calls, walk-ins, virtual appointments, chat rooms, and service tickets.
Ranking
2
Job Duty
Investigate eligibility and disbursement issues related to federal, state, institutional and private sources of assistance including, but not limited to loans, grants, scholarships, and federal work-study.
Ranking
3
Job Duty
Counsel students requesting to withdraw from or not to return to the University. Investigate reasons why students are requesting to leave and identify solutions and campus resources that may assist in their persistence.
Ranking
4
Job Duty
Advise and problem solve with students on a variety of registration, enrollment, and records issues. Includes but is not limited to Withdrawals, navigating SSB, grade appeals (as they apply to holds/probations/grant and loan consequences), and reaffirmations.
Ranking
5
Job Duty
Use proactive approach with outreach and engagement efforts as necessary for prospective students, current students, and parents as appropriate.
Ranking
6
Job Duty
Review and process requests for academic information including transcripts, certification of enrollment, letters of academic standing, and insurance third-party enrollment verifications.
Ranking
7
Job Duty
Collect financial aid appeals, verification, and other requested documentation, ensuring all documents required are sufficient and complete.
Ranking
8
Job Duty
Review, analyze, and interpret student account activity (Ebills), credits, debits, adjustments, and statements in order to be able to respond to student inquiries.
Ranking
9
Job Duty
Respond to inquiries in person, by phone, and email timely and with accuracy using excellent customer service skills. Enforce Proxy rules in order to stay in compliance with FERPA.
Ranking
10
Job Duty
Provide exceptional customer service; determine student’s needs in a professional, courteous manner, and resolve issues proactively; provide accurate information after careful analysis of the appropriate CASHNet/Banner screens; establish mutually acceptable payment arrangements; calculate deferment options; process all payments on day received with accuracy.
Ranking
11
Job Duty
Determine when an exception is warranted or a late or deferment fee should be waived or the issue should be escalated to the Appeals Committee.
Ranking
12
Job Duty
Advise students and parents regarding charges, financial refunds, set up of direct deposit accounts, and timing of refunds.
Ranking
13
Job Duty
Perform other cashiering transactions; count safe and drawers; operate safe and alarm.
Ranking
14
Job Duty
Perform other related duties as assigned.
Ranking
15
Job Duty
Maintain regular and predictable attendance.
Posting Detail Information
Posting Number
202301245SF
Desired Start Date
06/12/2023
Position End Date (if temporary)
Open Date
04/26/2023
Close Date
Open Until Filled
Yes
Special Instructions Summary
To ensure full consideration, applications must be received by 5/16/23. (Applications will continue to be accepted after the full consideration date, until a sufficient applicant pool has been achieved or the position is filled. The closing date is subject to change without notice to applicants.)
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