Financial Aid Representative

• Aug 2021 - Present

• Assist St. Clair County Community College students, prospective students, and the public in a polite, timely, and professional manner while effectively communicating various financial aid opportunities, eligibility requirements, the application process, and college resources. • Communicate tactfully while exercising extreme diplomacy, empathy, and compassion when dealing with sensitive information, challenging situations, and complex, sometimes disgruntled individuals. • Effectively handle high volumes of inquiries daily through e-mails, phone calls, and front desk interactions. Handling an average of 50 interactions a day in the last three months.• Correspond to an average of 30 e-mails daily, equaling approximately 3,000 e-mails in the last six months. • Utilize my developed detail-oriented skills required to organize electronic databases according to implemented practices during COVID-19; electronically file a variety of submitted documents received by the Financial Aid office, such as tax documents, loan requests, student appeals, general SC4 forms, and other documents, assisting the Financial Aid office.• Carefully adhere to all institutional, state, and federal guidelines and regulations, including the Family Education Rights and Privacy Act (FERPA), and participate in professional training to stay compliant.• Work with multiple teams, including Admissions, Advising, Enrollment, and Business Office, to accomplish common goals and complete training.• Supervise and Train Work-Study students, ensuring completion of tasks within a timely and efficient manner; responsible for interviewing students for open positions; managing schedules, time sheets, and payroll.• Continue assisting with Call Center Clerk duties as assigned until July 2022. Show less

Call Center Clerk

• Oct 2018 - Jul 2021

Responsible for answering incoming calls and chats in the Student Services Call Center. This position serves as an initial point of contact and must create a positive “first experience” while providing customers accurate information related to financial aid, admission, registration, and advising. In addition, this position will be cross-trained to understand all areas of Student Services in order to provide world-class service.• Effectively handle high volumes of communications daily through phone calls, emails, and LiveChat messages. Handling an average of 30 calls/day during peak. • Administer LiveChat system and team, responsible for approximately 1,500 communications a year, maintaining system operation, and training. • Work and communicate with multiple teams through various means to accomplish common goals, and complete training. • Diligently edited Knowledge Base for Call Center, Financial Aid, and Enrollment teams upon gathering updated info from SC4’s website and Portal. Show less

Food Server

• Aug 2017 - Aug 2018

Supervisor

• Jul 2015 - Aug 2017

Promoted to the role of Supervisor in January of 2017 Promoted to the role of Supervisor in January of 2017