Financial Services Customer Service Coordinator

Position Summary:

In support of student recruitment and retention, the Financial Services Customer Service Coordinator is responsible for advising current and prospective students, and family members regarding both Financial Aid and Student Account related questions. The position will perform a variety of tasks related to communicating with students and families about the financial aid application process, federal, state and institutional aid programs, and student account billing and payment processes. Duties may include providing exceptional customer service, supervising and training student workers, and other administrative tasks.

Responsibilities:

• Serve as "one-stop financial services advisor" for students and families concerning financial aid, billing and payments
• Effectively communicate university policies and procedures related to financial aid and student accounts
• Counsel students and families in-person and virtually
• Respond to a large volume of phone, email, and in-person inquiries in a timely manner, and participate in outbound phone call campaigns
• Assist prospective and current students with financial aid inquiries Explain the application and verification processes, eligibility and renewal criteria, awarding and disbursement of funds, and inform students of outside scholarship opportunities Explain satisfactory academic progress, requirements, and the eligibility appeal process Advise students on student loan options, repayment options and default prevention
• Assist students and families with questions regarding their student account Discuss aid as it relates to a student's account, payment and financing options for out-of-pocket tuition, residential life and other expenses Provide information about billing schedule, account balances, holds, refunds, lost checks, and student account appeals Advise students on third party billing, company reimbursement agreements and account balances, requesting transcripts and replacing diplomas
• Collect and review financial aid, and students accounts forms, tax and other documents for accuracy and completeness, track and distribute documents to appropriate inter-office staff
• Supervise, manage, train, and develop student financial services student workers
• Assist with inbound mail and document tracking and external mailing campaigns
• Process reports and improve reporting capabilities
• Collaborate with other departments and divisions across campus
• Other duties as assigned by the Executive Director for Student Financial Services

Qualifications:

• High school diploma or GED equivalent, Bachelor’s degree preferred
• Previous Financial Aid/Student Accounts experience preferred
• Bilingual (Spanish speaking) preferred
• Excellent interpersonal and communication skills, both written and verbal
• Proficiency in using student information systems, databases, and Microsoft Office Suite applications
• Committed to customer service and quality work
• Ability to handle confidential information with integrity and counsel students in a caring and positive manner
• Demonstrated ability to interpret and present information and ideas clearly and accurately
• Is self-reliant, proactive, and makes a positive impression on others
• Ability to work in a fast-paced and deadline-driven environment, and to be organized and pay attention to detail.

Physical Demands:

• Ability to communicate via speech, hearing and sight – frequently
• Ability to sit – frequently
• Ability to stand for an extended period – occasionally
• Ability to walk reasonable distances – occasionally
• Ability to lift or move objects up to 25 lbs. – occasionally
• Ability to climb or reach overhead – occasionally
• Ability to bend or stoop – occasionally