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Staff Assistant

Buffalo, New York ~ August 21, 2019

["Oversee the application process for New York State residency for tuition purposes. Be responsible for the review and approval of residency status following guidelines as established by SUNY. Be able to work with various campus offices to resolve any questions on residency. Track and report the New York State Residency application data and make suggestions on program development as needed.", "Oversee phone activity on the phone agent; monitoring phone activity and calling upon additional staff to get on the phones as needed to clear the queue. Be responsible for the updating of the phone coverage calendar to accommodate both processing and phone coverage during peak and non-peak times. Assist with telephone calls and serve as an escalation point for calls from staff members. Monitor volume of emails in the UB student accounts email account and assign additional staff to respond to clear the volume. Will provide customer service training/refreshers for staff.", "•Assist during peak times of the year to answer Student Accounts questions.\r\n•Present at New Student and Transfer Orientation sessions.\r\n•May be asked to attend Accepted Students Day and Open House events.", "Oversee the refunding process, which includes maintaining run controls with specific criteria to properly refund various types of overpayments. Schedule running of jobs to produce either refunds for direct deposit, paper checks and credit card for overpayments of financial aid, parent plus, payment, wire transfer, third party, misc., etc. Track and report the Student Account data processed and make suggestions on program development as needed.", "Have an understanding of how payments, refunds and payment plans are done. Will assist in troubleshooting issues that arise. Will assist in testing and documenting changes due to upgrades. Will train staff on new and existing processes.", "Website maintenance- review, monitor and update website for any changes that need to be made, maintain and update the news and announcement section and the calendar."]

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