Call Center Specialist

Location : 1327 S Baxter Ave, Tyler

Job Type : Full-Time Regular

Job Number : 00680

Department : Enrollment Support Services

Opening Date : 09 / 19 / 2024

Number of Months : 12

Tyler Junior College gives equal consideration to all applicants for admission, employment and participation in its programs and activities without regard to race, color, religion, national origin, gender, gender identity, gender expression, sexual orientation, age, marital status, disability, veteran status or limited English proficiency (LEP).

Description

The Call Center Specialist is a full time, twelve-month position performing duties in the Apache Call Center responsible to the Assistant Director, Apache Call Center.

Essential Functions and Duties

• Providing advisory assistance to students and parents via phone in the Apache Call Center regarding financial aid processes to include FAFSA (Free Application for Federal Student Aid), TJC eForms, Apache Access, award eligibility and timing estimates, Direct Loan processes (MPN, Entrance and Exit counseling), satisfactory academic progress (SAP) and appeals, drop consequences and R2T4, financial aid holds, scheduling student appointments with financial aid personnel.
• Providing advisory assistance to students and parents via phone in the Apache Call Center regarding the admissions / registrar process to include transcript requests, registration problems and course changes - add, drop, section change, enrollment verification, admissions document submission : transcripts, test scores, immunization records, credit by exam documents, holds on registration and transcripts
• Providing advisory assistance to students and parents via phone in the Apache Call Center regarding the business services and student account processes to include student account balances, business services holds, tuition and fee costs and payment due dates, installment plans and online payments, BankMobile, and refunds.
• Calling a cohort of registered students to assist with completing financial aid requirements.
• Responding to emails to the financial aid and Apache Enrollment Center generic email accounts.
• Presenting / representing financial aid at all on-campus events. (i.e. new student orientation, preview day, housing check in, West Campus orientation, registration rally, etc.)
• Assisting with evaluating and analyzing, with regard to federal, state, and TJC policy compliance, all submitted financial aid student documents
• Understanding and enforcing Federal and State laws and regulations and TJC policies governing the administration of Federal Title IV student financial aid.
• Understanding and enforcing Federal and State laws and regulations governing the privacy of records and data maintenance.
• Routing all incoming calls to the TJC main number as requested by the caller. (Note : switchboard operator duties are performed on a rotation basis when part time staff are not on duty)
• Other duties as assigned by the Assistant Director, Apache Call Center, Lead Call Center Specialist or Director, Financial Aid and Apache Call Center.

Qualifications

INSURANCE (Coverage fully or partially funded by the College)

Health Insurance

Health insurance will become effective on the first of the month following 60 days of employment, provided that insurance enrollment forms are submitted. There are two plans for employees to choose from, both administered by Blue Cross and Blue Shield. With either plan, you have access to a network of over 10,000 medical and mental health providers in Texas. Both plans include a comprehensive prescription drug program through Optum Rx.

Employee's premium is fully funded by the College and State. Dependent premiums are funded 75% by the College and State, and 25% by the employee.

Basic Life Term Life Insurance

The State provides employees a term life insurance policy of $5,000 with $5,000 accidental death and dismemberment.

Long-Term Disability

This benefit is made available by the State and is fully funded by the College. Approved benefit pays 60% of insurance salary after 180-day elimination period. Benefits are paid until your return to work, reach full Social Security retirement age or are no longer considered disabled under the plan.

Optional Term Life Insurance

With this optional plan, employees may purchase one to four times their annual salary in life insurance. The College funds one times the annual salary premium not to exceed $120 annually.

OPTIONAL INSURANCE (Coverage fully funded by the employee)

Dental Insurance

Two dental insurance plans are available to full-time employees and eligible dependents.

Vision Insurance

The health insurance plan covers some vision and eye health services, but does not cover the cost of eyeglasses and contact lenses. Additional vision insurance is offered to full-time employees and eligible dependents to help offset those costs.

Voluntary Accidental Death and Dismemberment

This optional benefit provides additional financial support when there is an accidental death or injury of a certain type.

Short-Term Disability

If claim is approved, this optional benefit pays 66% of monthly salary after a 30-day elimination period up to five months.

Cancer / Intensive Care Plan / Heart Plan / Accident Plan

Several optional plans are available to employees and eligible dependents through AFLAC.

Dependent Term Life Insurance

An optional term-life insurance policy of $5,000 with accidental death and dismemberment is available for all eligible dependents.

Tobacco User Premium

All participants enrolled in a Texas Employees Group Benefits Program (GBP) health plan must be certified as a tobacco user or non-user. Tobacco users of any age - adults and minors - are charged the $30 tobacco user premium each month.

RETIREMENT

Retirement

The Teacher Retirement System of Texas (TRS) is provided and required for all full-time employees. Full-time faculty an eligible administrative employees may elect the Optional Retirement Program (ORP) as an alternative to TRS.

TJC Alternative Retirement Plan

The College contributes on a monthly basis 4% of a full-time employee's salary into an alternative retirement plan administered by TIAA-CREF. Additionally, if an employee contributes 1%, 2% or 3%, the College will make a matching contribution for a total of 6%, 8% or 10% respectively. Some vesting requirements will apply.

Tax-Sheltered 403(b) Plans

An optional retirement plan available to full-time employees. Employees may contribute up to the annual IRS maximum limitation in voluntary retirement savings to various approved vendors.

457 Deferred Compensation Plan

An optional retirement plan available to full-time employees. Employees may contribute to the annual IRS maximum limitation in this voluntary retirement savings plan.

HOLIDAYS AND LEAVE

Vacation

Only 12-month employees are eligible to accrue vacation time on a monthly basis.

Sick Leave

Full-time employees accrue 8 hours per month per contract length, with a maximum accrual of 90 days.

Holidays

Reduced Operations Periods

PROFESSIONAL AND CONTINUING EDUCATION

Professional Development

The cost of tuition in selecting Continuing Education courses offered by the College may be covered under the Employee and Family Scholarship program. Additional professional development opportunities may be afforded to employees at no cost with prior supervisor approval.

Enrollment in TJC Credit Classes

The Employee and Family Scholarship, subject to availability of funds, is offered to full-time employees and their eligible dependents for applicable courses. The scholarship covers : Tuition (excludes out-of-district surcharge), General Education Fee, Student Life Fee, Health Services Fee, Registration Fee, Parking Fee, Distance Education Fee, Lab Fee and the College Preparatory Fee.

The Tuition Exemption program allows for the exemption of all tuition and fees for credit courses and approved non-credit courses for full-time employees meeting applicable guidelines.

OTHER BENEFITS

TJC Event Attendance

Free admission to regular season College sporting events for employees and immediate family.

Free admission for two to most cultural arts events on campus.

Library Use

Employees may utilize the Vaughn Library and Learning Resource Center.

Fitness Facility Use

Employee and immediate family use of the Apache Recreation Center - an indoor weight and exercise center, 18-hole disc golf course, covered basketball course, and outdoor ping-pong table and cornhole. The cost is $5 per ID.

Disclaimer : These benefits are subject to change without notice. The College reserves the right to change, modify and / or terminate any program with or without reason or notice. This is intended for informational purposes only and does not constitute any agreement on the part to Tyler Junior College to provide employment to or benefits for the prospective employee.

Salary : $120