Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.
Background Check Statement:
Any offer of employment to a successful candidate will be conditioned upon the University's receipt of a satisfactory criminal background report.
Eligibility for Employment:
Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed.
Essential Duties and Responsibilities:
This position serves in an office within the Division of Enrollment Management. The Division of Enrollment Management is committed to seeking and sustaining a culturally and ethnically diverse University community that is inclusive of all individuals and groups. Successful candidates will demonstrate leadership and innovation in advancing diversity and dedication to recruiting and serving students with diverse needs, backgrounds, ethnicities, abilities and other distinct characteristics in respectful, sensitive and understanding ways.
The range of duties includes but are not limited to:
Accurately and professionally answering first-line financial aid application and eligibility questions in a high-volume, fast-paced customer contact center. Responses must be provided in accordance with federal, state, and institutional rules and regulations, and based upon training and management guidelines.
Fielding phone calls and emails from students and parents, diagnosing problems and concerns based on knowledge of financial aid application and eligibility processes, providing basic advising and resolution, discerning and appropriately routing complex and higher-level inquiries and situations, and using an open-ticket system to track and route inquiries, and researching systems and resources as appropriate.
Identifying unique concerns and trends, and advising management.
Additional administrative support may be required in other functional areas within the office including front desk reception, digital imaging, and scholarship processing.
Preferred qualifications include:
Documented telephone customer service experience.
Experience with a document imaging system and the Banner system.
Experience with serving multicultural populations.
Appalachian State University, located in Boone, North Carolina’s Blue Ridge Mountains, prepares students to lead purposeful lives as engaged global citizens who understand their responsibilities in creating a sustainable future for all. The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference. Appalachian enrolls about 18,000 students, has a low faculty-to-student ratio and offers more than 150 undergraduate and graduate majors. It is one of 16 universities in the University of North Carolina system.