THECB - Customer Services Rep III (Loans)

THECB is observing a hybrid telecommuting schedule with employees required to be in the office at least two (2) days per week. 
We are located at the George Herbert Walker Bush building located in the capitol complex at 1801 Congress Ave. Austin, TX 78701.

General Description:
Performs complex financial aid processing with a focus on providing support to students and institutions with the administration of state financial aid programs within the Financial Aid Services (FAS) team. The programs administered by the department include, but are not limited to, College Access Loan (CAL), Future Occupations & Reskilling Workforce Advancement to Reach Demand (FORWARD), and Texas Armed Services Scholarship Program (TASSP). Key duties include application processing, managing payments and returns, reconciling accounts, and monitoring scholarships. This requires troubleshooting issues, responding to inquiries from customers, and maintaining compliance with the Family Educational Rights and Privacy Act (FERPA) to safeguard student privacy. Working under general supervision, this position allows for moderate latitude of initiative and independent judgment in decision-making. The individual in this role will report directly to the Director of Financial Aid Services and collaborate closely with other team members and stakeholders to provide seamless financial aid support. 

General Duties and Responsibilities:
•    Review loan applications to determine eligibility for the CAL and FORWARD programs.
•    Ensure all loan processing complies with applicable federal, state, and institutional regulations and policies.
•    Verify the accuracy and completeness of required forms and supporting documentation. 
•    Troubleshoot account records with Microsoft Excel spreadsheets (e.g., payments and returns).
•    Maintain accurate records and perform basic financial accounting to support proper fund management. 
•    Execute ongoing reporting activities to inform management of operations and activities in the state financial aid programs.
•    Utilize various software systems to manage and track financial aid programs. 
•    Assist with performing system testing and reporting issues.
•    Support legislative offices with the TASSP nomination process and resolve related concerns.
•    Collaborate with internal departments on the administration of CAL, FORWARD, and TASSP.
•    Communicate with borrowers, students, parents, and institutions to resolve discrepancies and gather missing information.
•    Respond to inbound calls and written inquiries, providing guidance on credit decisions, co-signer eligibility, administrative rules, statutory requirements, and eligibility criteria.  
•    Consistently adhere to Family Educational Rights and Privacy Act (FERPA) standards in all interactions.
•    Perform other duties as assigned.

Knowledge, Skills, and Abilities:
•    Knowledge of generally accepted accounting principles, procedures, and practices.
•    Knowledge of office practices, administrative procedures, and customer service principles and practices. 
•    Skill in preparing, maintaining, reconciling, and analyzing transactions and accounts. 
•    Skill in using general office equipment (personal computers, Microsoft Office suite, scanners, calculators, multi-line telephone systems, etc.) to effectively address customer needs, create correspondence, and accurately complete mathematical calculations.
•    Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors.
•    Ability to research, understand, and appropriately interpret and apply state and federal laws, rules, regulations, policies, and procedures affecting student financial aid programs.
•    Ability to verbally communicate information in a clear, organized, and concise way in both spoken and written form.
•    Ability to take initiative, work independently, and exercise sound judgment in making decisions.
•    Ability to communicate and apply creative solutions when problem solving.
•    Ability to accept and follow instructions given in a variety of forms.
•    Ability to work cooperatively and effectively in a team environment, and to handle conflict appropriately.
•    Ability to prioritize work, handle multiple tasks efficiently, and work under pressure in a high-volume work environment, while maintaining a high level of accuracy.
•    Ability to interact with customers in a professional and courteous manner at all times, utilizing available resources to achieve one-call resolution to customer concerns.
•    Ability to listen effectively, understand customer inquiries, and ask probing questions to gather customer information.
•    Ability to adhere to strict rules for confidentiality.

Military Crosswalk: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

Required Minimum Education and Experience:
•    Graduation from an accredited senior high school or equivalent.
•    Three years of customer service work experience; including researching, addressing, resolving customer inquiries, and processing related application materials. 
•    15 semester hours of college course work from an accredited college or university in accounting and business may substitute for six months of the required experience, up to one year. 

Preferred:
•    Experience working with student financial assistance programs. 
•    Knowledge of state and federal laws and regulations related to student financial aid programs administered by the Coordinating Board gained through experience administering Texas state financial aid programs. 

Physical Requirements and/or Working Conditions:
Work is performed in a standard office environment and requires:
•    Regular, reliable, and punctual attendance at work;
•    Frequent use of personal computer, copiers, printers, and telephones;
•    Frequent sitting; and
•    Frequently works under deadlines, as a team member, and in direct contact with others.

Workforce:
Must be able to:
•    Demonstrate knowledge of customer service deliverables.
•    Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.
•    Adhere to the organization’s internal management policies and procedures.
•    Contribute to the agency’s performance measures and mission.

Application Requirements:
The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. A State of Texas application is required to apply. For more information on how to apply for this position, go to the Coordinating Board’s employment opportunities website at https://www.highered.texas.gov/careers/.

The Texas Higher Education Coordinating Board participates in E-Verify for each new employees’ Form I-9 to confirm work authorization. For questions, please call the HR Department at 512-427-6190. For vocal and/or hearing assistance call 7-1-1.

Notes to Applicant:
If you require any reasonable accommodation for the interview process, please inform the hiring representative who calls to schedule your interview. This position has been designated as a security sensitive position. A criminal background investigation will be conducted on the final candidate for this position.

Your job application must be completely filled out. Your application must contain dates of employment, job titles, name of employer and a description of duties performed in a way that demonstrates you meet the minimum qualifications for the position for which you are applying. Resumes do not take the place of the requirement to include this information on the application. If this information is not submitted, your application may be rejected because it is incomplete.

Veterans Information: THECB is committed to hiring Veterans. To receive Veteran’s Preference, a copy of the FORM DD214 -member #4, must be attached when submitting your application.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: THECB does not discriminate on the basis, of race, color, religion, sex, national origin, age, or disability in employment or the provision of services.

Job offer and continuation of employment with THECB is contingent upon:
•    Proof of education and experience listed on the application.
•    Eligibility/authorization to work in the U.S.
•    Satisfactory results from a pre-employment criminal history background check.
•    Compliance with the Selective Service Law for males ages 18-25. Please be advised that under Texas law, names and other information concerning applicants or nominees may be subject to disclosure upon request.

THECB does not allow dual employment with other state of Texas agencies or institutions.

Skills assessment may be conducted at time of interview

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.