SGSP Assistant II

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

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Salary: Grade 4 ($43,397-$64,762)

Department: State Grant & Special Programs

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

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

JOB PURPOSE AND SUMMARY

This role is a journey level position, primarily responsible for providing customer support to the State Grant and Special Programs by reviewing and processing the applicant information. 

PRIMARY DUTIES AND RESPONSIBILITIES

Customer Service

·       Process applications and other documents by entering the system from the work queue. 

·       Review applicant information for discrepancies in information and request follow up information from customer as necessary.

·       Assist customers with questions, provide responses based on current policies and procedures and accurately document accounts.

·       Respond promptly and accurately to applicants who have submitted an inquiry (i.e. phone call, email, fax, etc.) regarding their application process based on current policies and procedures.

·       Review applications based on guidelines and procedures to determine eligibility for State Grants and/or Special Programs awards.

·       Collaborate with other business units as necessary.

·       Conduct reviews to resolve concerns and discrepancies (prompted by phone call, processing, independent reviews or other means) and provide resolution or escalate for more advanced review.

·       Once the review is complete, trigger eligibility notice in the system.

·       Review error reports and update system accordingly to make corrections, escalate errors when necessary.

·       Manually/electronically print applicant letters (i.e. follow up for information, etc), add required inserts, and mail letters.

·       Maintain and keep current written letter responses to customers.

·       Assist in the review of system materials and provide input to the improvement of processes related to specific areas.

·       Attempt to de-escalate irate customers; escalate concerns as needed using proper protocol.

·       Review and update policies and procedures.

·       Mentor less senior staff, as needed.

OTHER DUTIES AND RESPONSIBILITIES  

• Comply with the Agency’s enterprise security and privacy policies and departmental procedures.
• Other duties as assigned.

Required Skills

QUALIFICATIONS

EDUCATION AND EXPERIENCE: Minimum qualifications: High school diploma or equivalent.  Twelve (12) months as a SGSP Assistant I or Any equivalent combination of experience and training.

ESSENTIAL DUTIES AND RESPONSIBILITIES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

·       Perform work required for this position in an office environment.

·       Remain sedentary for extended periods of time.

·       Must be able to use a personal computer.

·       Must be able to perform basic math functions.

·       Ability to use basic office equipment (fax machine, copier, telephone, printer, etc.).

·       Ability to communicate clearly and effectively both orally and with written correspondence.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

·       Ability to apply independent judgment in processing grant applications, assisting staff and customers, and other administrative requests.

·       Ability to assist visitors and other customers in regard to grants and other programs.

·       Ability to collaborate effectively in a team environment.

·       Ability to use basic office equipment (fax machine, copier, telephone, printer, etc.).

·       Customer service oriented.

·       General understanding of Agency policies, procedures, operations, and specifically those areas related to grant programs and applications.

REASONABLE ACCOMMODATIONS FOR DISABILITY

Any employee who believes that reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Required Experience

High school diploma or equivalent.  Twelve (12) months as a SGSP Assistant I or Any equivalent combination of experience and training.