Customer Service Specialist - Financial Aid

$41,600 - $41,600/Yr

Arizona State University - Tempe, AZ

Part-time,Full-time - Entry Level

Tempe, AZ

Educational Services

About the position

The Customer Service Specialist - Financial Aid at Arizona State University serves as the primary contact for customer inquiries regarding financial aid eligibility, processing requirements, and student business services policies. This role emphasizes diversity, equity, inclusion, and belonging, aiming to enhance customer satisfaction and support student success through effective communication and problem resolution.

Responsibilities

• Resolve basic issues and inquiries regarding Financial Aid and Scholarship Services (FASS) and Student Business Services (SBS) through phone, email, and chat.
• Participate in training to improve university policy and processes.
• Prepare activity reports/logs as needed.
• Establish trust through commitment to ASU and student success.
• Understand and satisfy customer needs to improve service and satisfaction.
• Input data accurately into call tracking systems.
• Perform other related duties as assigned.
• Foster culture and advance values by collaborating across teams and participating in events.

Requirements

• One to two years of experience in a customer service environment or equivalent education/experience.
• Experience in a frontline customer service environment.

Nice-to-haves

• Degree work or certification in a related field.
• Experience in a financial aid customer service environment.
• Experience handling high volume inquiries from diverse students via various communication channels.
• Experience logging customer information into a call tracking system.
• Experience in multitasking.
• Knowledge of financial aid policies and procedures.
• Knowledge of student business services policies and procedures.
• Experience with Microsoft Office applications and web browsers.
• Ability to model empathy, compassion, and emotional intelligence.

Benefits

• Opportunity to obtain NASFAA courses for Certified Financial Aid Administrator credentials.
• ASU Tuition Reduction Program for staff and dependents available on day one.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• Retirement program for long-term savings.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education.
• Disability and leave program for income protection.
• Employee assistance for free behavioral health services.
• Flexible work options after initial training period.