Customer Service Specialist - Financial Aid
Core
Resolves basic issues, general concerns, and inquiries regarding Financial Aid and Scholarship Services (FASS) and Student Business Services (SBS) processes and policies via phone, email, and chat.
Role type
Customer Service Specialist (Financial Aid)
Builds
Customer support for FASS and SBS inquiries
Domain
Higher Education / Financial Aid
Deliverable
dashboards & analysis
Required skills
Financial aid policies knowledge, Student business services policies knowledge, Multi-channel communication (phone/email/chat), Data entry accuracy, Call tracking system usage, Microsoft Office proficiency
Preferred skills
Financial aid customer service environment experience, High volume inquiry handling, Empathy and emotional intelligence, Sustainability program advocacy
Technologies
Microsoft Office, Call tracking systems
Responsibilities
Resolve basic issues and inquiries regarding FASS and SBS processes; Assist with self-service activities to ensure customer comprehension; Document customer interactions with attention to detail; Input data ensuring accuracy of information entered into the system; Escalate complex issues to appropriate channels.
Seniority
Individual Contributor