Financial Aide Customer Service Specialist

• Respond to student and family inquiries by phone and other communication channels, using attentive listening and sound judgment to resolve concerns effectively
• Explain financial aid options, eligibility guidelines, application steps, and important deadlines in a clear and approachable manner
• Guide individuals through organizational policies and documentation requirements so they understand what is needed to complete the aid process
• Keep current on federal, state, and institutional financial aid rules to ensure accurate information is shared at all times
• Record conversations, outcomes, and follow-up actions thoroughly within internal tracking systems to maintain reliable case history
• Work closely with financial aid staff to promote aligned messaging and a smooth service experience across the team
• Identify sensitive or complicated matters and route them appropriately while maintaining accountability for timely follow-up
• Manage multi-line phone activity efficiently while balancing service quality and response time

• Previous experience in customer service, call handling, or a student-facing support role
• Ability to communicate complex information clearly and professionally to a broad audience
• Familiarity with financial aid concepts, administrative processes, or regulated service environments is preferred
• Strong attention to detail with the ability to maintain accurate records and documentation
• Comfortable using a multi-line phone system and managing a high volume of incoming calls
• Strong problem-solving skills and the ability to remain composed when handling escalated concerns
• Ability to work collaboratively with internal teams while providing dependable follow-through on open issues

Familiarity with financial aid concepts, administrative processes, or regulated service environments

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan