Financial Aid Customer Service Representative

Award Letter Review

Counsels prospective and current students and/or parents regarding financial aid, including a review of financial aid package.

Phone Metrics

• Maintain or exceed established phone goals for inbound and outbound dials for each session/semester.

Customer Service

• Handle inbound inquiries on a variety of FA topics including status of excess loan funds (ELF), Banner inquiries, and verification follow up, providing customers with accurate information and direction to ensure a world-class student experience.

Documentation and Accuracy

• Review documentation for accuracy and forward to appropriate party for necessary adjustments.
• Documents all transaction in appropriate communication tool (CRM, Banner, email, etc.).

Compliance

• Adheres to all Federal, State, and Institutional Financial Aid Guidelines.

Qualifications

• Associate’s degree required.
• 1-2 years fast-paced customer service experience required in a high-volume setting.
• Prior computer experience with a CRM tracking system and Microsoft Office.
• Excellent phone skills.

Preferred Qualifications

• Bachelor’s degree preferred.
• Experience in a call center environment preferred.
• Financial aid experience preferred.

Physical Demands And Work Environment

• Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.
• Position also requires the use of computer technology/equipment.
• Position requires the ability to receive information in person and over the telephone.
• Position requires the ability to convey detailed and important instructions or ideas accurately.

Work Hours

• Mon–Fri.
• Occasional evening and Saturday work.
• Secondary holidays may be a scheduled work day.

Reports To

• Financial Aid Leadership

Location

• Orchard Park, NY

Salary Information

• $46, 000 ($22.12 per hour)