Front Line Student Triage Assistants

Blugold Central is grounded in service excellence and student retention. We are supportive of students’ educational goals and consistent with institutional policies and priorities. Blugold Central has both virtual and physical components that provide student-service functions encompassing Financial Aid, Student Financial Accounts (Bursar/Cashier), Parking, Registration & Records (Registrar), Veterans Benefits and Continuing Education. 

Under the supervision of the Manager of Student Services, Student Triage Assistants will be responsible for greeting and assisting customers of Blugold Central with their questions and self-service needs. When appropriate, Student Triage Assistants will direct students to meet with a Front Line Professional who will assist with the student’s more in-depth needs. 

Student Triage Assistants will be broadly cross-trained to assist all students with common needs across academic records, financial aid, enrollment, billing, payments, parking and registration-related transactions. This position will also assist in handling email and phone communications from our customers and answer or route accordingly. 

Blugold Central is open Monday through Friday from 8:00 a.m. to 4:00 p.m. We are closed on University Holidays. Ideally, Student Triage Assistants can expect 5-15 hours of work a week during the school year.

· Demonstrate excellent customer service skills such as communicating face-to-face, answering telephones and responding through email or fax

· Handle and process secure and confidential information including, but not limited to, student accounts, records, transcripts, grades, financial aid and degree audit within FERPA regulations

· Communicate with a team of Front Line Professionals and other university employees to seamlessly transition customers from one service area to the next

· Answer questions from students, faculty, staff, alumni and parents

· Become knowledgeable about Blugold Central including, but not limited to, the functional areas, website, self-service capabilities and software program

· Sort, scan and/or prepare incoming and outgoing mail

· Participate in training as needed

· Complete other duties as assigned

· Strong communication skills

· Organizational skills

· Attention to detail

· Ability to multi-task and solve diverse problems

· Ability to work independently

· Adaptability to change

· Microsoft Office experience

· Previous office, clerical and/or customer service experience preferred