**40282BR** **Extended Job Title:** Senior Specialist **Position Description:** Performs specialized, complex work to assist in the organization and implementation of various projects and programs. Work is performed under supervision within established guidelines with performance based on overall results obtained. **Requisition ID:** 40282BR **Optional Attachments:** Recommendation/Referral **Travel Required:** None **Major/Essential Functions:** + Determine charges for services requested, collect deposits or payments, or arrange for billing. + Assist in resolving customers' service or billing complaints by performing activities such as investigating and seeking out resolutions to student account issues. Check to ensure that appropriate changes were made to resolve customer's problems. + Clearly communicate and respond to student account inquiries either by face-to-face interaction, telephone or via e-mail and keep records of the interaction/transaction (inquiries, complaints, comments and actions taken). + Develop a fluidity between all available resources (Touchnet, Banner, and Xtender) and the roles of different departments to more efficiently serve the student. + Abide by all FERPA laws required to secure student accounts while providing requested information. + Refer unresolved customer grievances to designated individuals or departments for further investigation. + Provide coaching and mentoring, when necessary, to supplement the ongoing training provided by the supervisor. + Other duties as assigned. **Grant Funded?:** No **Minimum Hire Rate:** 16.43 **Pay Basis:** Hourly **Schedule Details:** Monday through Friday 8am-5pm some overtime required **Work Location:** Lubbock **Preferred Qualifications:** + Excellent listening skills and the ability to ask probing questions and understand concerns. + Be able to effectively manage multiple priorities and adapt to change within a fast-paced business environment. + Ability to work closely with other departments and staff members. + Outstanding verbal and written communication skills. + Banking/Cash Handling Experience. + Be customer service orientated. + Experience with Banner by Ellucian. **Department:** Student Business Services **Required Attachments:** Professional/Personal References, Resume / CV **Job Type:** Full Time **Job Group:** Office and Admn Wkrs All Other **Shift:** Day **Required Qualifications:** High school plus five years experience. Additional education may substitute for experience on a year for year basis. **Does this position work in a research laboratory?:** No **Safety Information:** Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees. **Pay Statement:** Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan by visiting www.depts.ttu.edu/hr/payplan. **EEO Statement:** As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran. **About the University:** Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world. About Lubbock:Referred to as the “Hub City” because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock’s Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories.