Thecb - Customer Service Rep V, Trainer (Sfap) - Austin, United States - TEXAS HIGHER EDUCATION COORDINATING BOARD

TEXAS HIGHER EDUCATION COORDINATING BOARD
TEXAS HIGHER EDUCATION COORDINATING BOARD
Verified Company
Austin, United States

1 month ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

THECB - Customer Service Rep V, Trainer (SFAP)
(
)

Organization:

TEXAS HIGHER EDUCATION COORDINATING BOARD

Primary Location:
Texas-Austin


Work Locations:
TX Hghr Edu Coordinating Board 1801 Congress Ave Austin 78701


Job:
Office and Administrative Support


Employee Status:
Regular


Schedule:
Full-time


Standard Hours Per Week: 40.00


Travel:
Yes, 10 % of the Time


State Job Code: 781U


Salary Admin Plan:
N/A


Grade: 00


Salary (Pay Basis): 5, , Monthly)


Number of Openings: 1


Overtime Status:
Non-exempt


Job Posting:
Apr 23, 2024, 2:04:02 PM


Closing Date:
May 7, 2024, 11:59:00 PM


Description

THECB is observing a hybrid telecommuting schedule with employees required to be in the office at least two (2) days per week.

We are located at the George Herbert Walker Bush building located in the capitol complex at 1801 Congress Ave. Austin, TX 78701
.

General Description:


General Duties and Responsibilities:


  • Creates, reviews, and edits staff policy and procedure manuals covering all aspects of the agency's multiple loan programs.
  • Develops and implements training for new employees and updates current staff on changes to processes and procedures covering
all aspects of the agency's multiple loan programs.

  • Trains employees in responding to requests from customers.
  • Creates and maintains activity logs, files, schedules, calendars, and reports related to training activities and procedures.
  • Prepares, conducts, and reviews activity reports to evaluate the effectiveness of the training and resource development activities.
  • Evaluates, identifies, and recommends opportunities for improvements pertaining to Standard Operating Procedures, Training, and
Customer Service.

  • Performs all the responsibilities of a Customer Services Representative during peak periods and staff absences.
  • Applies appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times.
  • Performs other duties as assigned.

Knowledge, Skills, and Abilities:


  • Knowledge of state and federal laws, rules, regulations, policies, and procedures affecting student financial assistance, and the ability
  • Knowledge of business English, grammar, spelling, punctuation, and writing fundamentals including proofing and editing documents.
  • Skill in using software to create presentations and informational documents and to accurately complete mathematical computations
and analysis.

  • Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors.
  • Ability to take initiative; work independently; make decisions using sound judgment, analytical thinking, and sound reasoning;
  • Ability to plan, organize, and effectively manage and complete multiple priorities and projects concurrently; to manage resources to
meet periodic, milestone, and final deadlines; and to keep senior management informed of problems or critical issues.

  • Ability to work effectively under pressure and handle conflict appropriately while managing multiple tasks in an environment where
interruptions are frequent.

  • Ability to plan, assign, and review the work of others and to provide training and feedback.
  • Ability to communicate complex information in a clear, organized, concise, professional, and courteous way in both spoken and
written form.

  • Ability to establish and maintain effective working relationships with coworkers, customers, legislators and their staff, and external
agencies and organizations and to work cooperatively and effectively in a team environment.


Qualifications

Required Minimum Education and Experience:


  • Bachelor's degree from an accredited college or university.
  • Three years of fulltime progressively increasing work responsibility within student financial assistance programs, including:
Experience developing training and resource materials.

  • Six additional months of fulltime work experience demonstrating progressively increasing responsibility with student financial aid
programs may substitute for 15 semester hours of required education, up to four years.


Preferred:

Bachelor's degree or higher from an accredited college or university in Business Administration, Higher Education Administration, or
related field.


Physical Requirements and/or Working Conditions:


Work is performed in a standard office environment and requires:

  • Regular, reliable, and punctual attendance at work;
  • Frequent use of personal computer, copiers, printers and telephones;
  • Frequent sitting;
  • Frequently works under deadlines, as a team member, and in direct contact with others.

Workforce:


Must be able to:


  • Demonstrate knowledge of customer service deliverables.
  • Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.
  • Adhere to the organization's internal management policies an
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