Position Information Position Title Customer Service Specialist 2 Working Title Customer Service Specialist 2 - Loans Location Olympia EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen's non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage at www.evergreen.edu/equalopportunity or contact the Affirmative Action and Equal Opportunity Officer at (360) 867-5371, Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505. Union Represented Yes Overtime Eligible Yes Monthly FTE 1.0 Salary Step (minimum monthly amount) $3,179.00 Salary Step (maximum monthly amount) $4,217.00 Cyclic Position No Cyclic Details n/a Project Position No End Date n/a Special Note This is a full-time, overtime eligible position in the Office of Financial Aid on the Olympia campus of The Evergreen State College. Position Purpose Under general supervision, perform work requiring knowledge and experience specific to student financial aid processes. Provide students, staff, faculty, and the public with information and interpretation of rules, regulations, policies, and activities relating to Federal, State, and Institutional financial aid programs. The position receives leadership from the Customer Service Specialist 3 and reports to the Director of Financial Aid. Nature and Scope Essential Functions Serve as the primary contact for the Financial Aid Office by answering and responding to all calls made to the office's main phone line and serve as primary contact for escalated loan issues. Interpret rules, regulations, policies, and procedures and provide information on a variety of financial aid topics to the public at the front counter, via telephone, and by email. Update user guides and consumer information for navigating loan processes. Prepare and certify alternative loan certification requests and revisions by reviewing for completion, resolving any missing information, and entering application data into applicable systems. Maintain log of alternative loan certification and log alternative loan checks and deliver checks to Student Accounts. Process all direct loan change requests and credit verification forms by reviewing for completion, resolving any missing information, and entering applicable information into the system. Track, review, and update loan entrance and exit counseling information. Prepare short-term loan applications by reviewing for completion, resolving any missing information, and entering applications into the system. Attend training and conferences as directed to stay current in best practices regarding customer service and/or financial aid rules and regulations. Other duties as assigned. Additional Duties Knowledge Skills and Abilities Ability to understand and effectively communicate complex federal, state, and institutional financial aid regulations and processes. Excellent public relations, customer service, and communication skills and ability to create and foster an inclusive, diverse work environment. Skill in de-escalation and conflict resolution. Ability to write effectively using correct spelling, grammar, and punctuation. Ability to organize, prioritize, and perform multiple tasks, which require a high degree of accuracy and attention and may have conflicting deadlines in a busy, distracting office environment. Ability to direct the work of student and temporary employees.