Financial Aid Customer Service Specialist

Job Summary/Basic Function:

Provide technical support for the client services function of financial aid and scholarships in supporting customer service functions, work study processing, general financial aid and scholarships processes, and student and family communications relating to financial aid and scholarships.

This is an internal opportunity open only to current, regular employees of Boise State University.

Department Overview:

The Financial Aid and Scholarships Department at Boise State University helps students and their families navigate the process of funding a college education. This office is a central resource for all types of financial assistance, ensuring students understand their options and have the support they need to afford their education. We also foster a respectful, collaborative, and results-driven work environment where all employees are encouraged to develop professionally, support team efforts, and take accountability for their actions.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

60% of Time the Customer Service Specialist must:

• Advise students and families on college financing options; interpret and explain policies and procedures in-person, by phone, and via email.
• Conduct fact-finding and problem-solving to enhance student services and improve business processes.
• Document student interactions in designated database systems to ensure service continuity.
• Process, research, and collect data to support special circumstances and satisfactory academic progress programs.
• Apply judgment and discretion in interpreting complex program policies and procedures; serve as a program expert and resource to students, staff, and external stakeholders.
• Perform complex program support functions with independence, problem-solving authority, and negotiation skills; may lead or supervise support staff.

35% of Time the Customer Service Specialist will:

• Collect, verify, and record student documents in the information system.
• Process student requests and initiate actions required by Financial Aid Counselors.
• Communicate with state and federal agencies to validate Title IV eligibility.
• Serve as a liaison with internal teams and other Enrollment Services/Student Financials units.
• Draft and distribute professional written communications to various stakeholders.
• Support office operations through special projects and daily administrative tasks.

5% of Time the Customer Service Specialist will:

• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Ability to provide excellent customer service and communicate effectively with students, families, staff, and external agencies.
• Skill in analyzing information, conducting sensitive fact-finding interviews, and applying complex federal, state, and institutional regulations with sound judgment.
• Proficiency in student information systems, databases, and spreadsheets to document interactions, manage records, and compile accurate reports.
• Ability to interpret and explain program policies and procedures, serving as a knowledgeable resource to a variety of stakeholders.
• Strong organizational skills with attention to detail to manage multiple priorities, ensure compliance, and support office operations.
• Knowledge of supervisory practices and ability to work independently, lead projects, and provide guidance or training to support staff.

Minimum Qualifications:

Experience: entering and retrieving data using a computerized record system; monitoring record systems to identify and correct errors; composing and proofreading business correspondence; working with individuals from varying cultural and socio-economic backgrounds in stressful situations; interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs; analyzing information and researching a variety of sources to identify and resolve problems or issues.

Preferred Qualifications:

• Direct work experience in a financial aid or scholarships office or government agency
• Experience using Excel or similar spreadsheet tools.
• Experience in balancing and coordinating a high workload of multiple job duties under general supervision.

Materials: Sa