Student Central provides high level one-stop service delivery philosophy and functions as a central operations unit for student support services on the Indiana University Bloomington (IUB) campus. Cross-trained staff perform a variety of complex duties involving the interpretation, dissemination, evaluation, and problem solving of student services and information for students, the general public, staff, and faculty (clients). The areas include, but are not limited to: financial aid, registration, financial literacy, student accounts, and other university-related services. Forms of interaction with clients may include phones, email, chat support, or occasional in-person. Often issues and questions are more complex and/or urgent and cannot be completed through online transactions.
The Part-Time Call Center Representative provides information to students and their families or third-party representatives, potential students, campus representatives, and external publics on matters related to financial aid, student records, student accounts, and other university related policies, procedures and programs including directing students to other campus resources. Provides information on a wide variety of topics, including (but not limited to): need-based and merit-based financial aid; verification and appeals; the FAFSA; aid disbursement; understanding the student bill and payment options.
High school diploma or GED and two years of experience working in a fast-paced, complex customer service area.
Proven ability to perform various tasks simultaneously with consistently high accuracy while dealing with the public in a high volume, high stress environment. Ability to exert a consistent positive temperament with continuous public interaction. Demonstrated analytical ability to resolve both administrative and procedural problems. Ability to exert initiative, reliability, flexibility, and positive attitude while handling stressful situations and confidential information and materials. Ability to exhibit competence, patience, and tact in a fast-paced environment.
Bachelor's degree or currently enrolled as a student at IUB. Knowledge of the Bloomington campus and essential student services. Experience in a higher education setting. Knowledge of the university's academic programs and academic record keeping systems. Working knowledge of IU systems and policies and procedures. Excellent communication skills using a variety of mediums; keyboarding skills and knowledge of Microsoft Word, Teams, and Outlook and other tools, office equipment, and resources.
Working Conditions / Demands
Must be able to maintain a complex operational schedule and have some flexibility in work schedule. Must be able to adapt to changing work environments as this position at times performs work in a very public environment. Position requires a high degree of tolerance for stress, extended time at a computer, and wearing a headset. Some visual, neck, and shoulder strain is common due to the intensity of the work.
This position is currently remote based with the possibility of a return to campus at a later date. You will need to demonstrate technology and system access to the following:
A high speed, stable internet connection.
A quiet, private work environment.
A cell phone with unlimited minutes?
A PC running at least Windows 10, or a Mac running Catalina or Big Sur.
A webcam for Zoom/Teams video conferencing.
Administrative access and ability to run Pulse Secure VPN and MS Remote and connect to IUanyware. ??
This position has flexible shifts between 8:30 a.m. and 7:00 p.m., Monday - Friday.
Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.
This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.
If you wish to include a cover letter, you may include it with your resume when uploading attachments.
Equal Employment Opportunity
Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .
Campus Safety and Security
The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at firstname.lastname@example.org or by visiting IUPD.
About Indiana University Purdue University Indianpolis - IUPUI
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.