Customer Service Representative
University of Texas at Arlington
Position Information
Posting Number
S06894P
Position Title
Customer Service Representative
Department
Financial Aid
Location
Arlington
Position Status
Full-time
Work Schedule
Monday – Friday; 8:00am – 5:00pm
Salary
Salary is commensurate based on qualifications and relevant experience up to $36,200
Pay Basis
Bi-weekly
Job Summary
The Customer Service Representative provides exceptional experience performing a variety of administrative tasks; including but not limited to answering phones, addressing student concerns, providing guidance and assistance on a wide range of issues including but not limited to Financial Aid, Admissions, Registration, Student Accounts and Registrar.
Essential Duties and Responsibilities
- Answer incoming calls and provide excellent service with great attention to detail.
- Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties
- Provide accurate, clear, and concise information to students, parents, and campus partners consistently.
- Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.
- Financial Aid:
- Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments.
- Reading and understanding financial accounts, including payments, charges, and refunds.
- Admissions:
- Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc.
- Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation.
- Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.
- Student Accounts and Registrar:
- Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers.
- Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.
- Document every interaction in MyMav according to set department guideline.
- Performs other duties assigned.
Minimum Qualifications
- High School diploma.
- Three (3) years of customer service experience or the equivalent combination of experience and education.
Preferred Qualifications
- Two (2) years of general office or administrative experience.
- Higher education and/or contact center experience.
- Bi-lingual (Spanish and English).
- \Experience/knowledge working with an integrated student information system such as PeopleSoft, (or learn within six (6) months of hire).
Knowledge, Skills and Abilities
- Excellent communication skills.
- Must be able to communicate professionally via email.
- Must be able type and talk simultaneously.
- Basic knowledge of various MS Office software products such as Outlook, Word, and Excel.
- Ability to use various office equipment, contact center software, softphone, headset, copier, and laser/fax/copier.
Other Requirements
Workplace and Eligibility Conditions
Benefits Eligible
Yes
Benefits at UTA
We are proud to offer a comprehensive benefits package to all our employees at the University.
https://www.uta.edu/hr/employee-benefits
To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:
https://resources.uta.edu/hr/services/records/compensation-tools.php
CBC Requirement
It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.
This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.
EEO Statement
It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.
University Information
The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.
UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at https://www.uta.edu/administration/president/strategic-plan/rise100.
This is an exciting time to join UTA and contribute to its bold vision for the future.
ADA Accommodations
The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email [email protected].
Posting Detail Information
Number of Vacancies
Open Until Filled
Minimum Number of References Required
Maximum Number of References Accepted
Special Instructions to Applicants
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
Requirement Questions
Required fields are indicated with an asterisk (*).
- * What is the highest level of education attained?
- GED
- High School Diploma
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- PhD or equivalent
- * How many years of experience do you have in customer service, data entry and answering telephones?
- None/less than 1 year
- 1 to 2 years
- 3 to 4 years
- 5 years or more
- * How many years of experience do you have working in higher education?
- None/less than 1 year
- 2 to 3 years
- 4 to 5 years
- 6 years or more
- * Are you fluently bilingual in Spanish and English?
- Yes
- No
- * Please indicate whether you have completed any UTA Leadership Development programs.
- Aspiring Leaders Program
- MavsSupervisor Success Program
- MavsManager Foundations Program
- Leading People Credential (completion grants supervisory experience credit for internal entry-level supervisory roles)
- None of the above
Documents Needed To Apply
Required Documents
- Resume or CV
- Cover/Interest Letter