About the Position
The Help Desk Representative position supports the financial services department and Apollo Financial Services. This role provides ongoing support by researching and resolving financial aid inquiries timely and accurately, and communicating resolution through various channels.
What You’ll Do
NOTE: The primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager.
1. Educate and assist internal customers with student financial aid inquiries to ensure proper resolution. Thoroughly research inquiries to accurately identify and understand complete student financial aid packages.
2. Provide resolution options to internal customers that include a full analysis of impacts to future eligibility and provide consistent and timely follow up on inquiries requiring further research.
3. Communicates and collaborates frequently with internal customers to provide resolution on student financial aid inquiries.
4. Must take appropriate actions based on thorough knowledge on all financial aid, Title IV and state regulations, policies and procedures.
5. Communicate with internal customers through various channels including phone, instant message, chat and/or email.
6. Must work the scheduled shift hours assigned; additionally, may be required to work hours, including potential weekend hours, in addition to scheduled shift hours, as business needs dictate.
7. Perform other duties as assigned or apparent.
Supervisory Responsibilities
None
What You Bring to the Table
A Bachelor’s degree from a regionally accredited institution is preferred.
Previous customer service experience is strongly preferred.
General knowledge of the higher education industry preferred.
Computer literate and able to learn proprietary software applications.
Must be student and advisor oriented and have the ability to perform multiple tasks efficiently and effectively.
Proven ability to work independently and manage multiple tasks efficiently and effectively.
Must possess interpersonal and communication skills
Must be self motivated and able to meet production and quality requirements
Demonstrates and supports ethical behavior, and adheres to compliance requirements.
Must be able to assist multiple customers simultaneously.
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As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.