Specialist IV - Customer Service and Training Lead

Financial Aid Specialist

Requisition : 202500361S

Occupational Category : Technical / Para-Professional

Hiring Salary : Monthly-Staff

Department : Financial Aid

General Requirements : 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 / Usual Duties

Performs highly advanced specialist duties for the Financial Aid department.

Primary Responsibilities (Staff Positions Only)

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.