Student Finance Client Service Consultant

Stellenbosch
Salary: Market Related
Job Type: Permanent
Sectors: Finance
Reference: FIN/307/1124

Apply before Nov 26 2024 | 13 Days left

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Vacancy Details

Employer: Stellenbosch University

Finance Division

Centre for Undergraduate Bursaries and Loans

Student Finance Client Service Consultant (Job Level 11)

Ref. FIN/307/1124

The Centre for Undergraduate Bursaries and Loans (CUBL) forms part of the Finance Division at Stellenbosch University (SU), and our team of professional financial aid practitioners support prospective and current undergraduate students who wish to apply for financial aid by granting and administering bursaries in a sustainable manner.

Duties:

The role of the Student Finance Client Service Consultant is to handle all Student Finance client queries according to the set standards of excellence to ensure a high level of customer satisfaction. The Student Finance Client Service Consultant also provides administrative support to the senior administrative officer to ensure timely delivery of other services to students and funders.

• Providing a professional and welcoming experience for walk-in, telephone, and email enquiries.

• Keeping informed of all relevant information pertaining to student fees, undergraduate bursaries, and current student affairs to ensure that accurate information is provided.

• Building the reputation and brand of the University by ensuring a positive customer experience.

• Adhering to all quality assurance benchmarks and standard operating procedures to ensure an excellent and consistent customer experience.

• Meeting the set targets in terms of contacts handled.

• Effective handling and escalation of sensitive queries as per the provided guidelines.

• Maintaining effective and constructive professional relationships with internal stakeholders within the University to identify trends in customer queries.

• Providing administrative assistance to the other staff members to ensure that information and documentation reach funders and students in a timely manner.

• Troubleshooting, investigating, and resolving complex student queries by proactively interacting with other colleagues and seeking information.

• Providing input and suggesting improvements based on the trend of queries addressed in the Centre.

Required Skills

A Relevant Post-School Qualification, E.G. A National Certificate Or Diploma In Administration
Excellent And Professional Written And Verbal Communication Skills In English
Excellent Teamwork Ability.

Candidate Requirements

Requirements:

• A relevant post-school qualification, for example a national certificate or diploma in administration or office management.

• Excellent and professional written and verbal communication skills in English, as well as verbal skills in anther official South African language.

• At least one year’s client service experience in a service delivery call centre environment (not marketing or sales).

• Excellent customer service skills (including questioning/clarifying, probing, listening, and building good relationships).

• Knowledge and understanding of the customer engagement needs of students and their parents.

• The ability to effectively handle calls, emails, webchats, social media posts, and walk-in clients with professionalism, accuracy, and empathy.

• A strong focus on quality.

• Excellent teamwork ability.

• The ability to function independently and meet the daily set targets.

• The ability to work effectively under pressure and keep to strict deadlines.

• Flexibility and the ability to adapt quickly to changing priorities.

• Excellent interpersonal and relationship building skills.

• The ability to work with challenging customers and resolve conflict.

• A high level of computer literacy.

• Willingness and availability to work outside normal office hours on own initiative if operationally required.

Recommendations:

• Experience in or working knowledge of the financial aid environment.

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About Stellenbosch University

Stellenbosch University is recognised as one of the four top research universities in South Africa. It takes pride in the fact that it has one of the country’s highest proportions of postgraduate students of which almost ten percent are international students.

The University lies in the picturesque Jonkershoek Valley in the heart of the Western Cape Winelands. The University has ten faculties, of which eight – AgriSciences, Arts and Social Sciences, Education, Engineering, Law, Science, Theology and the larger part of Economic and Management Sciences - are located on the main campus in Stellenbosch with the Faculty of Health Sciences situated on the Tygerberg campus and the Faculty of Military Science in Saldanha. The University's Business School is situated at the Bellville Park campus.