Client Relations Representative Series

Promotional Line: 100

Employees in this series act as representatives of an organization that administers financial assistance programs for college students. They interface with the organization's clients (students, parents, high school counselors, college financial aid advisors, lenders, and prospective lenders) in order to maintain, promote, and monitor participation in student financial aid programs.

Client Relations Representatives typically:

• research and solve individual problems in response to inquiries
• conduct seminars and individual sessions to provide information and advice on procedures and issues relating to student financial assistance programs
• develop training and promotional materials
• identify financial aid trends
• develop recommendations to improve the programs, and
• review compliance of lenders and schools with program rules and regulations.

At the upper levels of the series, Client Relations Representatives:

• train subordinates
• manage the program, and
• study and develop new or revised program strategies.

DESCRIPTIONS OF LEVELS OF WORK

Employees in this class are entry level representatives who receive training in student financial assistance program rules, regulations, and policies and provide basic informational services to clients (such as providing routine information and answering routine questions) regarding student financial assistance programs. They work under direct supervision from higher level personnel.

A(n) Client Relations Representative I typically -

1. responds to routine inquiries from clients in order to provide or clarify information on student financial assistance programs, policies, and procedures (such as completion and filing of forms and questions on eligibility requirements);
2. researches routine inquiries and solves problems relating to grant, scholarship, or loan information on individual cases;
3. composes routine correspondence;
4. assists with surveys and gathering data for statistical studies;
5. prepares reports of contacts;
6. performs related duties as assigned.

Employees at this level are journeymen representatives who provide standard informational services to clients and serve as direct representatives to lenders and school personnel regarding student financial assistance programs. They work under general supervision from higher level personnel.

A(n) Client Relations Representative II typically -

1. responds to complex inquiries from clients in order to provide or clarify information on student financial assistance programs, policies, and procedures (such as application production schedules, lender merger procedures. or calculation of award/loan values);
2. researches complex inquiries relating to grant, scholarship, or loan information and solves problems on individual cases;
3. prepares complex correspondence and training and promotional materials;
4. assists higher level Client Relations Representatives in examining lender and school financial aid records to ensure compliance with program rules and regulations;
5. performs on-site visits to lenders and schools to assist with implementation of program rules and regulations and with individual case problem solving;
6. identifies problems and trends and suggests resolutions to higher levels;
7. communicates with and informs clients on recent developments in student financial assistance programs;
8. prepares and presents specific topics at training seminars for financial aid and student loan officers;
9. performs related duties as assigned.

Employees at this level are senior representatives who provide training or special assistance to clients or review and analyze client activities or attitudes; they may also supervise subordinate employees. They work under general supervision from higher level personnel.

A(n) Client Relations Representative III typically -

1. plans, prepares, and presents training sessions, seminars, and other functions for financial aid officers, loan officers, and high school counselors;
2. communicates with clients by providing technical training and assistance on out-of-the-ordinary matters;
3. conducts on-site examinations of lender and school financial aid records to ensure compliance with program rules and regulations;
4. reports on trends and client feedback and recommends changes to higher levels;
5. coordinates, develops, and executes research, studies, and surveys to determine product mix and position in current product mix and analyzes the results;
6. develops promotional and informational materials for clients and internal staff;
7. prepares reports on activities of assigned personnel and attitudes of clients; recommends program improvements to promote client participation;
8. recommends selection of and trains and evaluates subordinates;
9. delegates and supervises work assignments of subordinates;
10. performs related duties as assigned.

Employees at this level coordinate and oversee the activities of representatives providing client services or serve as staff specialists providing technical training and promotion regarding student financial assistance programs. They work under direction from higher level personnel.

A(n) Client Relations Representative IV typically -

1. designs and implements marketing and customer service strategies to promote and maintain participation in programs;
2. utilizes the results of analyses and recommends changes to higher levels to re-design and re-position the product;
3. coordinates the development, implementation, and execution of modifications to current strategies to increase the participation of existing clients;
4. coordinates the development, implementation, and execution of marketing strategies to attract additional program participation;
5. participates as presenter, trainer, and discussion leader in seminars and training sessions and evaluates results;
6. conducts periodic evaluations of lending and educational institutions to assure compliance with applicable rules and regulations and to identify and report incidents of fraud and abuse;
7. interviews, hires, trains, assigns, and reviews work and evaluates assigned staff;
8. performs related duties as assigned.

Employees at this level plan, organize, and direct the activities of a staff engaged in the promotion, maintenance, and monitoring of student financial assistance programs administered by the organization. They work under administrative direction from higher level personnel.

A(n) Client Relations Representative V typically -

1. establishes training, compliance, promotional, and informational programs for clients and prospective clients;
2. analyzes client needs and recommends policy changes to administrators;
3. directs the design and preparation of manuals and other technical documents for clients;
4. plans, participates, and speaks at seminars, workshops, and training sessions regarding student financial assistance programs;
5. directs research, analysis, and development of statistics and market trends;
6. responds to program rule and regulation changes by implementing operations to comply with changes;
7. plans, organizes, and controls department operations;
8. performs related duties as assigned.

MINIMUM ACCEPTABLE QUALIFICATIONS

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling eighteen (18) months from the following categories:
   1. course work in business administration, communications, journalism, marketing, public relations, psychology, education, or a closely related field, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. professional work experience in customer service, marketing, public relations, or a closely related field.
3. Possession of a valid Illinois driver’s license.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of public relations.
2. Ability to act independently.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling three (3) years (36 months) from the following categories:
   1. course work in business administration, communications, journalism, marketing, public relations, psychology, education or a closely related field, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. professional work experience in customer service, marketing, public relations, or a closely related field.
3. Possession of a valid Illinois driver’s license.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of public relations.
2. Ability to develop informational material.
3. Ability to present informational material.
4. Ability to exercise independent judgment.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling three (3) years (36 months) from the following categories:
   1. course work in business administration, communications, journalism, marketing, public relations, psychology, education, or a closely related field, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. professional work experience in customer service, marketing, public relations, or a closely related field.
3. One (1) year (12 months) of professional work experience in financial aid, student lending, or a closely related environment.
4. Possession of a valid Illinois driver’s license.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of public relations.
2. Knowledge of student financial aid programs.
3. Knowledge of federal and state rules and regulations affecting student financial aid programs.
4. Knowledge of market research activities.
5. Skill in developing informational material.
6. Skill in speaking publicly.
7. Skill in exercising independent judgment.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling three (3) years (36 months) from the following categories:
   1. course work in business administration, communications, journalism, marketing, public relations, psychology, education or a closely related field, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. professional work experience in customer service, marketing, public relations, or a closely related field.
3. Two (2) years (24 months) of professional work experience in financial aid, student lending, or a closely related environment.
4. Possession of a valid Illinois driver’s license.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of student financial aid programs.
2. Knowledge of federal and state rules and regulations affecting student financial aid programs.
3. Knowledge of public relations.
4. Knowledge of market research activities.
5. Skill in speaking publicly.
6. Skill in using computers and computer systems (including hardware and software) to enter data and process information.
7. Skill in exercising independent judgment.
8. Ability to coordinate and oversee activities of subordinates.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling three (3) years (36 months) from the following categories:
   1. course work in business administration, communications, journalism, marketing, public relations, psychology, education, or a closely related field, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. professional work experience in customer service, marketing, public relations, or a closely related field.
3. Two (2) years (24 months) of professional work experience in financial aid, student lending, or a closely related environment.
4. One (1) year (12 months) of professional work experience coordinating and supervising the activities of staff.
5. Possession of a valid Illinois driver’s license.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of student financial aid programs.
2. Knowledge of federal and state rules and regulations affecting student financial aid programs.
3. Knowledge of market research activities.
4. Knowledge of public relations.
5. Skill in using computers and computer systems (including hardware and software) to enter data and process information.
6. Skill in developing informational material.
7. Skill in exercising independent judgment.
8. Ability to plan, organize, and control department functions.