Lead Communications Specialist, Student Financial Services
Wake Forest University

Job Info

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Application Instructions:

External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.

Please add your cover letter and any other documents required for the position to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your cover letter and supporting documents. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. You will not be able to modify your application after you submit it.

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** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.Job Description SummaryServes as the lead and primary customer service specialist by providing superior customer service via telephone, email and chat for the department's customer service center. Responsible for creating and maintaining all student communications needed by the SFS team. This includes developing and reinforcing marketing campaigns that are aligned with business objectives. May be responsible for mentoring less experienced staff.Job Description

Essential Functions:

• Provides outbound customer service support via email, phone and chat relating to various Student Financial Services' functions such as providing additional information or gathering pertinent information from students and authorized parties as it relates to student accounts.

• Acts as a contact for students, parents, university staff, and other third parties regarding answering inquiries involving transactions posted to student accounts with a high degree of accuracy and timeliness. May receive accelerated inquiries.

• Drafts clear, thoughtful, and concise content relating to student financial business activities.

• Develops and implements communication plans that follow organizational standards.

• Crafts communications utilizing different communication channels such as email, chat and social media.

• Reviews data, identify trends and presents them in meaningful ways to management.

• Aligns communication activities with business goals.

Other Functions:

• Advises and assists students about their financial responsibilities to the University.

• Serves as mentor to less experienced staff.

• Prepares account adjustment requests as needed.

Required Education, Knowledge, Skills, Abilities:

• Bachelor's degree in business or communications and a minimum of 5 years of experience in a finance and/or communications environment.

• Capability to deliver first class customer service including communicating clearly and concisely in both verbal and written formats and acting professionally in managing difficult inquiries.

• Proficient in Microsoft Excel, Word, Google Docs and various social media platforms.

• Must exercise good judgment, discretion and patience especially with difficult inquiries.

• Works with various departments across the University in order to ensure the best customer service experience for university customers.

• Demonstrates a high degree of independent decision-making and critical thinking skills.

• Possesses strong diplomacy skills and the ability to make sound judgments with constituents diverse in ability and background.

• Evaluates processes and implements efficiencies in the area of responsibility.

• Ability to multitask and prioritize position responsibilities in order to meet established deadlines.

• Ability to keep University records confidential.

• Works positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently as well as collaboratively.

• Highly proficient in active listening skills.

• Demonstrated commitment to the University's values and mission.

Preferred Education, Knowledge, Skills, Abilities:

• Proficiency in a call center environment

• Experience in content production for communications.

• Familiarity working in a higher education environment.

• Experience in Workday Finance and/or Student

Accountabilities:

Responsible for own work only.

Additional Job Description

Disclaimer:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee's supervisor.

To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply. Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Time Type RequirementFull timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.

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