Customer Service Specialist - Financial Aid

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Part time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - Financial Aid. This position serves as the primary contact for customer concerns/inquiries on such subjects as financial aid eligibility, processing requirements, student business services policies and procedures, balance inquiries and issues related to the overall financial services profile of the student at ASU, while communicating to both external and internal customers in a professional manner.

This is a part-time position. However, please note that during the months of January, July and August you will be required to work 40 hours per week to accommodate the increase in calls.

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

We are currently hiring for the following shift:
● Monday to Friday 9am-2pm

Will need to work regular part-time hours, along with working in January, July and August for up to 40 hours per week.

Salary: $20 per hour

Essential Duties:

Regular part time hours along with working in January, July and August for up to 40 hours per week
● Resolves basic issues, general concerns and inquiries through phone, email and chat regarding Financial Aid and Scholarship Services (FASS), and Student Business Services (SBS) processes and policies.
● Assists with self-service activities to ensure customer comprehension and satisfaction regarding FASS and SBS questions, policies and procedures.
● Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
● Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
● Participates in, and contributes to, scheduled and ad hoc training in order to improve university policy and processes.
● Establishes trust through commitment to ASU and student success and adherence to policies and procedures.
● Delivers unparalleled personalized customer service by attentively addressing individual needs and preferences, ensuring each interaction is tailored to exceed expectations and leave a lasting positive impression.
● Understands and satisfies customer needs and capitalizes on opportunities to improve customer service and satisfaction.
● Utilizes a variety of resources to thoroughly research questions and promptly respond to customer inquiries with accuracy and efficiency, ensuring a comprehensive understanding of their needs is met
● Document customer interactions with attention to detail, ensuring accuracy and completeness.
● Inputs data and ensures the accuracy of all information entered into the system.
● Performs other related duties as assigned.
● Collaborate across teams and actively participate in ET/ASU events and programs.
● Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
● Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

● Flexibility to work 40 hours during January, July and August is essential.

● Degree work or certification work in a closely related field.
● Experience in a financial aid customer service environment.
● Experience answering high volume customer service inquiries from students of via telephone, email, and/or chat.
● Experience in logging customer information into a call tracking system.
● Demonstrated knowledge of financial aid policies and procedures.
● Demonstrated knowledge of student business services policies and procedures.
● Experience using Microsoft Office applications.
● Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
● Demonstrated ability to model empathy, compassion, and emotional intelligence.
● Experience i