Production Support Analyst

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.

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Salary: Grade 12 ($41,117.00-$73,221.00)

Shift: Monday through Friday 8:00 AM - 5:00 PM Hybrid 2 days a week onsite

Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102

Department: AES Contact Center

This position provides technical and business support to the AES Contact Center to ensure efficient day to day processes.  This role will support the AES Contact Center with complex account, processing, technical, and data-related questions, or issues by identifying ways to automate/streamline processes for the business unit to be more efficient and address customer concerns.

PRIMARY DUTIES AND RESPONSIBILITIES

End User Product Support 

•    Provide support and guidance to the AES Contact Center on system usage and account processing.  Gain an understanding of user processing needs/problems and educate the users on the functionality available to meet those needs. 

•    Collaborate with loan operations management on escalated issues to ensure proper and timely resolution.

•    Provide knowledgeable support to include a range of systems and support products that best meet the customer/business needs.

•    Ensure systems are set up and used correctly for servicing processes to maintain data integrity, processing accuracy, and required confidentiality.

•    Maintain business unit procedure documents and ensure documents are up to date with accurate information based on internal guidance, lender guidelines, state laws, and federal regulations to ensure customer contacts and account adjustments are completed accurately. 

Production Support 

•    Support analysts by investigating and providing recommendations for repetitive errors across multiple accounts, schools, and/or systems/tasks/interface, based on day-to-day activity

•    Serve as liaison between analysts and management staff.

•    Collaborate with Management and Training staff with recurring processing problems and issues identified.

•    Support outstanding system change requests; monitor progress, and communicate to management – test change requests to ensure any impacts to the Business Unit are identified and corrected prior to production.

•    Participate in operational meetings to discuss process improvements and operational issues.

•    Test system changes and defects reported through the change control process in support of quality assurance.   

•    Provide input, recommendations or decision making to operational meetings to discuss process improvements and operational issues.  Supports leadership and trainers with processing problems and issues identified.

OTHER DUTIES AND RESPONSIBILITES 

•    Review, analyze and provide feedback for system business requirements and outgoing communications.

•    Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

•    Provide recommendations for improving the work team or department's performance, efficiency, or workflow.

•    Other duties as assigned.

Required Skills

Associate degree and related customer service experience or at least two years with progressively complex Customer Service work in a Student Loan environment or the equivalent combination of knowledge, training, and experience.

•    Proven attentive listening skills.

•    Demonstrated analytical skills.

•    Effective time management organization and prioritizing.

•    Balanced interpersonal skills – good established networks, at the same time delivering information in a timely manner.

•    Solid in Microsoft Office, particularly Excel.

ESSENTIAL DUTIES AND RESPONSIBILTIES

PHYSICAL REQUIREMENTS AND WORK ENVIORNMENT

•    Performs work required for this position in an office environment and/or via remote or hybrid arrangement..

•    Remain sedentary for significant periods of time.    

•    Must be able to use a personal computer.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

•    Ability to understand the perspective of the customer and offer workable solutions or temporary workarounds.

•    Strong troubleshooting and problem-solving skills.

•    Ability to field and respond to calls, emails, and written correspondence of an escalated nature.  

•    Ability to promote and support a consistent, professional, customer focus.

•    Ability to exercise judgment and discretion in applying and interpreting regulations, guidelines, and procedures.

•    Ability to communicate information, ideas, processes, etc. in a professional and easily understood manor to clients, auditors, various internal business units and stakeholders, and regulators. 

•    Ability to prioritize assignments and work independently under limited supervision.

•    Ability to work effectively in a team environment.

•    Strong sense of initiative, dependability, reliability

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.  Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.

Required Experience

Associate degree and related customer service experience or at least two years with progressively complex Customer Service work in a Student Loan environment or the equivalent combination of knowledge, training, and experience.