Eva Banks

Work History

Bowie State University

Bowie

06.2023 - Current

Providing information, discussing resources and explaining self service tools to assist students in understanding and managing all aspects of their financial accounts
Analyzing and calculating Providing students with policy information related to Veterans Administration (VA) benefits
Counseling students, parents/guardians as needed to ensure thorough understanding of enrollment processes and academic lifecycle
Managing a high volume of digital mailboxes and responding within established service levels, maintain files and generates reports
Mitigating escalations by resolving complex and recurring account inquiries and issues prior to referring to external parties as required by standard operating procedures
Reviewing student account for completeness and accuracy
Assist financial office as cashier, when needed, to ensure business continuity
Research and analyze account data to identify and execute solutions within protocol.

Johns Hopkins University

Washington, D.C.

09.2021 - 06.2023

Assisted students in managing enrollment processes including financial aid, registration, account administration
Provided account information, instructions, and best practices for utilizing self-service tools
Provided operations teams with insight and process improvement recommendations to most effectively, and efficiently support all Johns Hopkins University students, staff, stakeholders, and sponsors in connection with the university to continually strive for operational excellence
Consulted with business operations to support front-line issues and troubleshooting
Managed and analyzed Salesforce queues to ensure timely triage, escalation, resolution, and processing of incoming cases
Maintained communication with students and staff while maintaining a high-level customer satisfaction in all digital modalities, including via email and phone
Maintained expert awareness of institutional, federal, and other regulations.

University of Maryland Global Campus

Largo

11.2014 - 09.2021

Managed admissions, registration, account management, financial aid inquiries and escalations
Provided overviews and tutorials for students to utilize Salesforce and PeopleSoft effectively
Provided students academic program, process, expectations, and critical timeline information
Maintained accurate and complete student records as required by university
Compiled and analyzed data to identify, resolve and mitigate admission processing issues
Managed changes in student records systems including waivers, updating programs, assigning residency classification, and matriculating students
Identified and analyzed individual or systemic data errors that impact the admissions process or other processes such as course registration or tuition calculation
Compiled and analyzed data to determine admissibility for returning students
Analyzed and processed documentation involving military status, tuition residency eligibility, and admissibility requirements for special populations to ensure accurate account management
Utilized and updated customer relations management system (CRM) to facilitate communication with students and external departments via email and phone.