Central Washington University is recruiting a Process Improvement and Performance Specialist (Customer Service Specialist 2) to join our Student Financial Services team in Ellensburg, Washington. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $36,288 - $48,156 annually plus the awesome CWU benefits.

Who we are:

We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You’ll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing for ~10,000 students, health services, police and public safety.

For the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here: www.youtube.com/watch?v=HjdhOegDa9A.

What we offer:

Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: www.cwu.edu/hr/benefits-perks-discounts.

The Role:

Serves as the primary point person for Student Financial Services (SFS) process performance and improvement analysis with minimum supervisory guidance in the completion of both highly specialized and routine work required of the office. Work with a wide variety of sensitive information. Self-starter who provides comprehensive service and support for the effective functioning of SFS programs including student loans, student grants, work-study, scholarships, student accounts, and communications. All employees are expected to support CWU’s commitment to diversity and to bring and support inclusion into the university environment.

• Contribute to testing of processes in lower environments
• Suggest alternate strategies as needed
• Notify staff of changes
• Update BPGs to reflect process changes

• Enhance processes
• Reduce manual work and ensure accuracy
• Time delivery to meet student recruitment and retention goals

• Participate in processes to evaluate and improve unit service
• Understand and apply university, divisional, and departmental goals in the performance of duties with a minimum of supervisory guidance in the completion of specialized and routine work
• Work with a variety of sensitive information. Schedule and monitor systems processes and communications for Financial Aid and Student Accounts
• Manage processes such as awarding, determining student eligibility, communications, billing, and 1098T reporting
• Develop and implement process training for SFS staff

• Other duties as assigned

• Demonstrated ability to effectively manage and prioritize conflicting demands, while handling confidential/sensitive records and information
• Demonstrated ability in and commitment to providing excellent customer service including listening to customers; identifying issues with processes and procedures; providing options; and resolving complaints
• Strong interpersonal, relationship-building, and time management skills
• Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds, and experiences
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position

Preferred Qualifications

• Bachelor’s degree or professional training, certification, or post-secondary education in an area/specialization applicable to the position
• Experience in working in higher education in a capacity related to the position
• Project Management experience
• Knowledge of PeopleSoft Financial Aid and/or Student Financials Enterprise Management Systems
• Ability to incorporate multicultural perspectives and issues into everyday conversations
• Life experiences that demonstrate an ability to contribute to CWU’s commitment to inclusion and diversity

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.

Don’t meet every single requirement? At CWU we’re dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. This may be the job for you!

Salary: $3,024 /month with periodic increases up to $4,013 /month

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch)

Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit: www.cwu.edu/hr/benefits-perks-discounts.

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.

To apply for this position, you must complete the on-line application and attach:

• A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting;
• Resume including work history, education, training; and
• Contact information for three professional references.

Screening Begins: January 19, 2023

**Priority will be given to applications received by the screening date. Incomplete applications will not be considered.

Name: Leslie Hammes
Title: Director Student Financial Services
Email: HammesL@cwu.edu
Website: www.cwu.edu

Please contact Human Resources at hr@cwu.edu or 509-963-1202 if you require technical assistance with the on-line application process.

Prior to employment, final candidate(s) will be required to sign a Sexual Misconduct disclosure in pursuant to RCW 28B.112.080 and submit to a background check. All information obtained through background investigations will be strictly confidential and revealed only to those required to have access.