Provides technical support for programs and organizational activities to convey information, determine compliance, and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; perform related work.

Boise State University Financial Aid and Scholarships Department has a results-driven work environment where all employees treat each other with respect, develop themselves personally and professionally, support team efforts, and are accountable for their actions. Many efforts including leadership coaching and training are taking place to grow a department where you will enjoy working.

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

60% of Time the Technical Records Specialist 2 must:

• Advise students and families of college financing options, interpreting policies and procedures in-person, over-the-phone, and via e-mail.
• Record electronic notes in designated database systems to document student interaction for future reference and continuity of student service.
• Participate in fact-finding and solution-finding activities to support excellent student service and improve business processes.
• This class is distinguished from the Technical Records Specialist 1 by the requirement for the use of judgment, discretion, and interpretation of a variety of complex guideline policies and procedures for different programs within a related field. The incumbent is responsible for the final work and any consequence of error. The work requires extensive knowledge of department programs and objectives. The program knowledge is of such a complex nature that it typically takes new incumbents a substantial amount of time to learn. Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
• Incumbents perform complex and difficult program support functions for multiple or highly specialized programs. Incumbents have the authority, knowledge, and judgment to devise solutions that fall outside existing policies and procedures. The work requires problem solving and negotiation skills with authority to act on decisions made. Incumbents serve as a program expert; and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers. Due to the nature of the work, incumbents have frequent contact with internal and external customers, which requires good public relation skills. Incumbents function with considerable independence and exercise discretion in applying policies and procedures. The work requires extensive knowledge of department programs and objectives. Incumbents may supervise support staff or perform leadwork duties.

 35% of Time the Technical Records Specialist 2 must:

• Collecting documents, screening for accuracy, and recording on computer system.
• Processing student requests and/or initiating other actions required on the part of the Financial Aid Counselors.
• Initiate communication with state and federal agencies as necessary to validate students’ Title IV eligibility, such as: the Department of Homeland Security
• Serving as a liaison to other teams within the department and to other customer service supervisors in Enrollment Services/Student Financials departments.
• Completing special projects to support the day-to-day operations of the office.
• Draft and send effective written communication to a variety of recipients

5% of Time the Technical Records Specialist 2 must perform other duties as assigned. 

• Experience: conducting sensitive fact finding interviews; storing, retrieving and compiling information in a report format using database software and using spreadsheet software.
• Ability to learn complex policies and processes quickly in order to help others navigate the processes.
• Attention to detail in a multi-tasking environment
• Strong communication skills: active listening, speaking and writing clearly and concisely. Ask probing questions and respond to difficult situations with compassion.
• Some knowledge of: supervisory practices and data management.
• Ability to maintain confidentiality of sensitive information

Experience: monitoring record systems to identify and correct errors; interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs; analyzing information and researching a variety of sources to identify and resolve problems or issues; dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations; entering and retrieving data using a computerized record system; composing and proofreading business correspondence.

Preferred Qualifications:

• One of year of experience delivering customer service to customers from varying backgrounds in stressful situations requiring technical expertise of complex policies and processes.
• Experience entering and retrieving data using a computerized record system such as PeopleSoft or Banner.

Resume, Cover Letter, 3 References

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/