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THECB is observing a hybrid telecommuting schedule with employees required to be in the office at least two (2) days per week. We are located at the George Herbert Walker Bush building located in the capitol complex at 1801 Congress Ave. Austin, TX 78701. General Description:Performs complex servicing functions and supports training activities for the operations of Student Financial Aid Programs. Work includes developing resource materials, executing training activities for staff, evaluating trainee knowledge, serving as a subject matter expert, and applying appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. This position reports to the Assistant Director, Borrower Services. General Duties and Responsibilities: Creates, reviews, and edits staff policy and procedure manuals covering all aspects of the agencys multiple loan programs. Develops and implements training for new employees and updates current staff on changes to processes and procedures coveringall aspects of the agencys multiple loan programs. Trains employees in responding to requests from customers. Creates and maintains activity logs, files, schedules, calendars, and reports related to training activities and procedures. Prepares, conducts, and reviews activity reports to evaluate the effectiveness of the training and resource development activities. Provides guidance and acts as subject matter expert across all aspects of the agencys multiple loan programs. Evaluates, identifies, and recommends opportunities for improvements pertaining to Standard Operating Procedures, Training, andCustomer Service. Performs all the responsibilities of a Customer Services Representative during peak periods and staff absences. Applies appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times. Performs other duties as assigned. Knowledge, Skills, and Abilities: Knowledge of state and federal laws, rules, regulations, policies, and procedures affecting student financial assistance, and the abilityto understand and appropriately interpret and apply that knowledge. Knowledge of business English, grammar, spelling, punctuation, and writing fundamentals including proofing and editing documents. Skill in using software to create presentations and informational documents and to accurately complete mathematical computationsand analysis. Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors. Ability to take initiative; work independently; make decisions using sound judgment, analytical thinking, and sound reasoning;recognize when alternative methods or processes are appropriate; apply creative solutions when problem solving. Ability to plan, organize, and effectively manage and complete multiple priorities and projects concurrently; to manage resources tomeet periodic, milestone, and final deadlines; and to keep senior management informed of problems or critical issues. Ability to work effectively under pressure and handle conflict appropriately while managing multiple tasks in an environment whereinterruptions are frequent. Ability to plan, assign, and review the work of others and to provide training and feedback. Ability to communicate complex information in a clear, organized, concise, professional, and courteous way in both spoken andwritten form. Ability to establish and maintain effective working relationships with coworkers, customers, legislators and their staff, and externalagencies and organizations and to work cooperatively and eff ctively in a team environment. Military Crosswalk: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf Qualifications: Required Minimum Education and Experience: Bachelors degree from an accredited college or university. Three years of full-time progressively increasing work responsibility within student financial assistance programs, including: Experience developing training and resource materials. Six additional months of full-time work experience demonstrating progressively increasing responsibility with student financial aidprograms may substitute for 15 semester hours of required education, up to four years. Preferred:Bachelors degree or higher from an accredited college or university in Business Administration, Higher Education Administration, orrelated field. Physical Requirements and/or Working Conditions:Work is performed in a standard office environment and requires: Regular, reliable, and punctual attendance at work; Frequent use of personal computer, copiers, printers and telephones; Frequent sitting; Frequently works under deadlines, as a team member, and in direct contact with others. Workforce:Must be able to: Demonstrate knowledge of customer service deliverables. Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary. Adhere to the organizations internal management policies and procedures. Contribute to the agencys performance measures and mission. Application Requirements:The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. A State of Texas application is required to apply. For more information on how to apply for this position, go to the Coordinating Boards employment opportunities website atand#8239;https://www.highered.texas.gov/about/human-resources/careers/. The Texas Higher Education Coordinating Board participates in E-Verify for each new employees Form I-9 to confirm work authorization. For questions, please call the HR Department at 512-427-6190. For vocal and/or hearing assistance call 7-1-1. Notes to Applicant:If you require any reasonable accommodation for the interview process, please inform the hiring representative who calls to schedule your interview. This position has been designated as a security sensitive position. A criminal background investigation will be conducted on the final candidate for this position. Your job application must be completely filled out. Your application must contain dates of employment, job titles, name of employer and a description of duties performed in a way that demonstrates you meet the minimum qualifications for the position for which you are applying. Resumes do not take the place of the requirement to include this information on the application. If this information is not submitted, your application may be rejected because it is incomplete. Veterans Information: THECB is committed to hiring Veterans. To receive Veterans Preference, a copy of the FORM DD214 -member #4, must be attached when submitting your application. AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: THECB does not discriminate on the basis, of race, color, religion, sex, national origin, age, or disability in employment or the provision of services. Job offer and continuation of employment with THECB is contingent upon: Proof of education and experience listed on the application. Eligibility/authorization to work in the U.S. Satisfactory results from a pre-employment criminal history background check. Compliance with the Selective Service Law for males ages 18-25. Please be advised that under Texas law, names and other information concerning applicants or nominees may be subject to disclosure upon request. THECB does not allow dual employment with other state of Texas agencies or institutions. Skills a