Lissette Rivera

Financial Aid Program Information and Customer Service Lead

• Extensive involvement in independently providing information and interpretation to students, family members, staff, faculty, and the public regarding a broad range of financial aid rules, regulations, policies, and procedures in person, via telephone, and by email.
• Maintain customer service calendar and schedule, including shift calendar for front counter, phones, and scheduling in person meetings with Counselors.
• Serve as a customer service expert and escalation point for inquiries not resolved at the first point of contact; de-escalate issues and select or recommend alternative courses of action.
• Train, lead, and monitor the work of others providing customer service to ensure responses to financial aid inquiries are correct and consistent with quality of customer service.
• Confer with other offices on and off campus to resolve complex student issues, including, but not limited to, U.S. Department of Education, Washington Student Achievement Council, and other federal and state agencies.
• Develop and maintain customer service training materials and guides relevant to providing students and others with correct, accurate, and helpful information.
• Attend training and conferences as directed to stay current in best practices regarding customer service and/or financial aid rules and regulations.

Document tracking and records maintenance

• Establish and maintain confidential financial aid records.
• Review and ensure the accuracy, completeness, and compliance requirements of all forms and records provided to financial aid, including, but not limited to, federal verification worksheets, federal income tax forms, and other federal, state, or legally required documentation.
• Scan and image all documentation received, index documentation accurately and completely to students’ financial aid file, and enter appropriate data to update students’ records in Banner.
• Maintain paper files, financial aid file room, and archived file location to ensure files are properly maintained and destroyed according to state and federally required schedules.
• Provide feedback, recommend changes, and assist in the development of forms and communications provided to students and others to determine eligibility for financial aid.
• Supervise the work of student and temporary employees including scheduling, assigning, and checking work, and conducting performance evaluations.

Program/Office Organization

• Inventory and maintain office supplies.
• Streamlined administrative processes for improved productivity and reduced errors.
• Facilitated communication between departments, leading to better collaboration and overall success.
• Other duties as assigned.

Financial Aid Customer Service

• Serve as part of the front-line customer service staff in Financial Aid providing information to students, family members, staff, faculty, and the public regarding a broad range of financial aid rules, regulations, policies, and procedures in person, via telephone, and by email.
• Track all correspondence sent to the financial aid departmental email address.
• Communicate clearly, in writing and in person, to facilitate understanding of regulations, policies, and procedures to avoid confusion and misunderstanding.
• Act as first point of contact for customers with complaints/issues; escalate issues for resolution as needed.
• Attend training and conferences as directed to stay current in best practices regarding customer service and/or financial aid rules and regulations.
• Assist and train student employee's to ensure customer service standards are maintained.

Financial Aid Communications

• Generate and send electronic and paper notifications regarding documentation requests, award notifications, and other required correspondence to students and others using Banner, Microsoft Word, Microsoft Outlook, and other available software.
• Track and prepare Satisfactory Academic Progress petitions for review by the Professional Judgment Committee by reviewing for completion, entering petition information in Banner, and attaching any additional applicable information, notes, or records.
• Maintain inventory of current forms and information handouts distributed to students and others.
• Other duties as assigned.

• Responsible to support delivery operations from internal and external customers.
• Communication with customers to obtain feedback for improving customer in home delivery experiences, assist in problem solving in creating brand loyalty and lasting customer relationships.
• Ability to deliver business results and handle multiple tasks in a past paced environment.
• Knowledge of Home Delivery XDT operations.
• Customer management responsibilities included customer escalated issues and Executive Care opportunities to provide immediate resolutions and solutions.
• Interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (BDC, RDC, etc.) and store operations.
• Effective problem solving, change adoption, team orientation and empowerment skills.
• Builds and maintains business relationships with Retail and Lowe’s Pro partners.
• Possess good oral, written skills and knowledgeable utilizing Microsoft office applications.
• Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experience.
• Teamwork – works cooperatively with others to accomplish of joint tasks and common delivery objectives. Contributes to positive environment, fosters collaboration and tangible contribution.

• Provides adequate information and explanation to customers regarding products, offerings, services,
pricing information, and all other customer questions
• Leverages problem solving skills and remains calm under pressure to resolve increasingly complex
problems  
• Recognizes and acts on sales opportunities, including following up as necessary to ensure customer
needs are met or to provide additional information after researching questions
• Connects on a personal level and shows empathy in order to establish rapport and inspire customers in every interaction with a positive attitude, engagement, care, and courtesy
• Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs and desires
• Listens attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems
• Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe’s business and Contact Center resources in order to effectively carry out activities
• In addition to the above responsibilities, this individual is held accountable for other duties as assigned

Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage Lowe's.
• Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries
• Determines and assists with all customer needs (e.g., purchase needs, status inquiries, service needs, feedback on store experience or general Lowe's inquiries)
• Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems.
• Listens attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems.
• In addition to the above responsibilities, this individual is held accountable for other duties as assigned.

- Provided excellent customer service through brand and style knowledge.
- Participated in visual merchandising of the store and overall appearance
- Worked quickly to tag, hang, and put out merchandise
- Worked to keep a neat and organized workplace to ensure efficiency standards
- Other duties as assigned