Specialist IV - Customer Service and Training Lead

Requisition : 202500361S

Title :

Specialist IV - Customer Service and Training Lead

FLSA status : Non-Exempt

Hiring Salary :

This position is a pay grade 9. Please see Pay Grade Table at : https : / / pa-hrsuite-production.s3.amazonaws.com / 116 / docs / 636763.pdf

Occupational Category :

Technical / Para-Professional

Department : Financial Aid

Division :

Division of Enrollment

Open Date : 11 / 14 / 2025

Open Until Filled : Yes

Educational and Experience Requirement :

Bachelor’s degree in related field. Two years relevant specialist experience or experience in a related field. Experience in Higher Education is desirable. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position :

Performs highly advanced specialist duties for the Financial Aid department.

Primary Responsibilities :

Leads the daily operations of Financial Aid customer service, including front desk and telephone support, ensuring seamless and responsive service delivery. Provides exceptional, student-centered assistance to all SHSU students, recognizing and adapting to the various needs of the university’s student population. Maintains oversight of all service touchpoints to uphold high standards of accessibility and support. Demonstrates advanced professional judgment, project management expertise, and training capabilities. Manages and approves staff schedules, operational priorities, and performance benchmarks aligned with strategic objectives. Mentors, trains, and evaluates both staff and student employees to ensure efficient, protocol-driven service that meets established service level agreements. Supports employee onboarding and ongoing training initiatives. Collaborates with internal departments to maintain compliance with federal, state, university, and other regulatory policies. Performs additional duties as assigned to support departmental goals and student success.

Other Specifications :

Requires detailed knowledge of university infrastructure, policies and procedures. Requires thorough knowledge of office systems. Must have the ability to solve operational problems and make suggestions for process improvement. Must be able to work effectively with a team.

Full Time Part Time :

Full Time

Quicklink :

https : / / shsu.peopleadmin.com / postings / 45475

EEO Statement :

Sam Houston State University is an Equal Employment Opportunity Employer and Smoke / Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code §51.215.

Annual Security and Fire Safety Report