Customer Service Specialist - Financial Aid

About the role

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.

Responsibilities

• 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.
• Responds 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.
• Establish 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.
• Documents 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.
• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Requirements

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.

Qualifications

• 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 diverse backgrounds 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 in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.

Skills

N/A

Benefits

N/A

Pay

Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needs.

Schedule

N/A

Application Instructions

To apply, current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub. Please use the link below to log in using single sign-on.

https://www.myworkday.com/asu/d/inst/1$9925/9925$24395.htmld

To be considered, your application must include all of the following attachments: Cover letter, Resume or CV, Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.