Student Support Specialist

Job Summary/Basic Function:

Provides technical support for programs and organizational activities to convey information determine compliance and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; perform related work.

This position is not eligible for Visa Sponsorship.

Department Overview:

The department of Student Financial Services (SFS) assists students in understanding their educational costs and making smart financial decisions for college education. Supports the campus community by processing student account transactions and department deposits.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures operations techniques tools materials and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

Customer Support Responsibilities:

• Assist students and families with financial account inquiries and payments.
• Investigate and verify account data to provide accurate information.
• Provide timely responses to inquiries in person over the phone and via email.
• Offer alternative payment options for account balances.
• Conduct outreach to students regarding past-due balances ensuring accurate amounts and repayment timelines.
• Process departmental deposits and prepare bank shipments securely.

Account Maintenance Responsibilities:

• Understand and apply university billing refund and Title IV regulations along with institutional state and FERPA guidelines.
• Analyze and adjust student financial accounts as needed including fee appeals collections and bankruptcies.

System Maintenance Responsibilities:

• Use or learn departmental software to complete tasks efficiently and correspond effectively.
• Review and manage student accounts in PeopleSoft.
• Run and interpret queries in PeopleSoft for accurate account management.

• This class is distinguished from the Technical Records Specialist 1 by the requirement for the use of judgment discretion and interpretation of a variety of complex guideline policies and procedures for different programs within a related field. The incumbent is responsible for the final work and any consequence of error. The work requires extensive knowledge of department programs and objectives. The program knowledge is of such a complex nature that it typically takes new incumbents a substantial amount of time to learn. Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
• Incumbents perform complex and difficult program support functions for multiple or highly specialized programs. Incumbents have the authority knowledge and judgment to devise solutions that fall outside existing policies and procedures. The work requires problem solving and negotiation skills with authority to act on decisions made. Incumbents serve as a program expert; and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers. Due to the nature of the work incumbents have frequent contact with internal and external customers which requires good public relation skills. Incumbents function with considerable independence and exercise discretion in applying policies and procedures. The work requires extensive knowledge of department programs and objectives. Incumbents may supervise support staff or perform leadwork duties.
• Perform other duties as assigned.

Knowledge Skills Abilities:

• Some knowledge of: supervisory practices and data management.
• Experience: conducting sensitive fact finding interviews; storing retrieving and compiling information in a report format using database software and using spreadsheet software.

MinimumQualifications:

Experience: monitoring record systems to identify and correct errors; interpreting explaining and applying laws regulations and complex policies for multiple or highly specialized programs; analyzing information and researching a variety of sources to identify and resolve problems or issues; dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations; entering and retrieving data using a computerized record system; composing and proofreading business correspondence.

Preferred Qualifications:

• Training in customer service and conflict management.
• Experience in higher education and familiarity with PeopleSoft.

Salary and Benefits:

Salary starting at $20.28 an hour and is commensurate with State University provides a best-in-classbenefits package including (but not limited to):

• 12paid holidaysAND the University is closed between Christmas and New Years (requires use of 3 vacation days)
• Between 12-24annual paid vacation daysfor full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to yourORP retirement fund(Professional and Faculty employees)
• 11.96% University contribution to yourPERSI retirement fund(Classified employees)
• Excellent medical dental and otherhealth-related insurancecoverages
• Tuition fee waiverbenefits for employees spouses and their dependents
• See ourfull benefits pagefor more information!

Required Application Materials:

Resume cover letter.

About Us:

Nestled along the Boise River and steps from the state capitol Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. Were a trailblazing institution nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. Were building a thriving community of faculty and staff whose unique skills experiences and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idahos Treasure Valley at Financial Services (UFS) is a unit within the Division of Finance and Operations. You will be joining an intentionally built culture with a strategic focus. The team follows the Enterprise Operating System (EOS) to drive results. All members of UFS are involved.

UFSs value words are:
Adaptable: adjusts to change being flexible versatile and cooperative.
Continuous Improvement: intentional commitment to making things better every day.
Ethical: honesty and integrity guide personal and professional behavior and judgment.
Gets Things Done: prioritizes tasks demonstrates tenacity and achieves the end goal.
Problem Solver: demonstrates curiosity identifies and understands the interrelated components of an issue and seeks to implement innovative solutions.
Respect: demonstrates care concern and consideration for the perspective needs and feelings of others.
Team Oriented: accountable to and understands the dynamics of the team; works cohesively and inclusively to accomplish a common goal.