What are the responsibilities and job description for the BRUIN Consultant position at Bellevue University?
Primary Function:
Join our dynamic team as a BRUIN Consultant, the first point of contact for technical and operational support at Bellevue University. You'll provide exceptional customer care to students, faculty, and staff, resolving technical issues related to university applications, systems, and hardware. This role requires you to receive, prioritize, and document interactions while actively working with end-users to resolve help requests efficiently. You'll escalate issues when necessary to meet and collaborate across university departments to ensure a seamless user experience. Your commitment to customer service, timely resolution, and client satisfaction is paramount.
Essential Functions:
Tier One Technical Support & Issue Resolution:
- Field and resolve incoming support requests via telephone, email, and in-person interactions.
- Provide technical support for password resets, browser issues, operating systems (Windows, macOS, iOS, Android), peripheral devices, and learning management systems (LMS) like Blackboard.
- Troubleshoot and document all steps taken to resolve user issues.
- Process requests for tech advisory communications and website notifications.
Student Services & Financial Aid Support:
- Explain and communicate university policies and procedures related to registration, financial aid, student accounts, enrollment management, and academic advising.
- Assist students with the Free Application for Federal Student Aid (FAFSA), explain financial aid eligibility, and process financial aid waivers.
- Process student forms and manage student account transactions using systems like TouchNet.
- Answer questions regarding tuition, fees, debits, credits, and refund procedures.
Customer Service & Documentation:
- Build rapport with customers and accurately document all interactions, including user information and issue details.
- Prioritize and escalate critical issues and outages.
- Provide feedback to stakeholders and maintain instructional materials.
- Share knowledge and promote self-service resources.
Cashiering Operations:
- Open and close cashiering, balance daily transactions, and accurately input student payments.
Marginal Functions:
- Execute assigned solo or team projects.
- Participate in departmental and university-wide projects.
- Perform other duties as assigned.
Qualifications:
- Some college education preferred.
- Minimum three years of customer service experience.
- Preferred experience in financial aid and technical support/service desk environments.
- Proficiency in Windows and macOS operating systems, Microsoft Office Suite, and mobile operating systems (iOS, Android).
- Experience with LMS (e.g., Blackboard), CRM, and CMS applications.
- Strong attention to detail, organizational, and multitasking skills.
- Excellent interpersonal, communication, and documentation skills.
- Ability to maintain confidentiality and handle sensitive student information.
- Basic mathematical skills.
Attributes:
- Strong research and problem-solving abilities.
- Ability to communicate technical information in a user-friendly manner.
- Highly motivated, detail-oriented, and able to work in a fast-paced environment.
- Exceptional customer service and teamwork skills.
- Analytical skills.
Working Conditions:
- Open office environment with rotating shifts in the Welcome Center.
- Ability to sit for extended periods and use computer equipment.
Location/Hours:
- On-site role based on Bellevue University’s Main Campus.
- Full-time position with an available shift of Monday thru Friday 9am-6pm.
NOTE: The statements above are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The Higher Education Opportunity Act requires institutions participating in federally funded financial aid programs to make information about the institution available to the public, current and prospective students, and current and prospective employees. The Bellevue University Consumer Information webpage, found at www.bellevue.edu/student-support/consumer-information/consumer-information, provides readily accessible information to help consumers make informed decisions about post-secondary education. Bellevue University’s Annual Security and Fire Safety Report (ASR), found at www.bellevue.edu/student-support/consumer-information/pdfs/annual-safety-report.pdf, provides information about campus crime statistics and institutional security policies and procedures as well as information about student housing fire statistics and fire safety policies. You can obtain a paper copy of these reports from the Bellevue Dean of Students office by calling 402-557-7028. In addition to this, Bellevue University is an Equal Opportunity Employer.
