Customer Service Coordinator, Student Financial Services

La Salle University; Philadelphia (Philadelphia County); On-site; USD 32,000 - 52,000; Full time

Job summary

La Salle University seeks a Customer Service Coordinator in Student Financial Services to greet guests, triage issues, create tickets, and route students to counselors. The role supports email and phone systems, ensuring timely responses and accurate information using Slate and Banner.

The position requires on-site work with occasional evenings and weekend support for division events, dedicated to delivering exceptional customer service to students and families.

Qualifications

• Associate degree or equivalent education/experience in admissions or financial aid.
• Strong interpersonal and customer service skills for students and families.
• Ability to work collaboratively in a cross-functional environment.
• Commitment to La Salle University mission and policies.

Responsibilities

• Provide front-facing customer service to visitors, students, and families.
• Analyze and process financial aid to determine eligibility and awards.
• Route inquiries to the appropriate counselor or team member.
• Manage SFS email and phone inquiries with timely, courteous responses.
• Access student accounts using Slate, Banner, or other university systems.
• Address questions on financial aid programs and eligibility.
• Resolve issues related to financial aid and student accounts via multiple channels.
• Create and issue ID cards and parking decals per established protocols.
• Accept and process payments and issue receipts.
• Represent the university at events on and off campus.

Skills

Interpersonal skills

Communication

Customer service

Team collaboration

Education

Associate degree or equivalent

Tools

Slate

Ellucian Banner

Job description

Position Summary

The Customer Service Coordinator in Student Financial Services (SFS) is a front‑facing customer service team member operating in a fast‑paced, cross‑functional, student‑focused environment. This position is responsible for greeting guests, triaging issues, creating tickets, routing students and families to the appropriate counselor, and maintaining the email and phone systems for Student Financial Services.

Responsibilities

• Provide timely, courteous, and professional front‑facing customer service to SFS visitors, prospective and current students, and their families or other support networks, ensuring a positive customer experience from initial contact through resolution or appropriate referral.
• Analyze and process financial aid to determine aid eligibility and awards adhering to federal, state, donor and/or institutional guidelines.
• Request additional information based on analysis and review when necessary.
• Provide primary coordination of SFS email and phone inquiries, responding in a timely, courteous, and professional manner; routing concerns to the appropriate team member.
• Access student account information using Slate, Banner, and/or other systems provided by the University.
• Address questions and requests from students, parents, or guardians in person or in writing regarding financial aid programs and eligibility.
• Resolve financial aid and student accounts issues/questions received through various venues; e‑mail, texts, phone calls.
• Create and issue ID cards and parking decals in accordance with established practices and protocols.
• Accept and handle payments in all forms, issuing receipts, in accordance with established practices and protocols.
• Represent the University at on or off‑campus events.
• Adhere to FERPA policies.

Secondary Responsibilities

• Work collaboratively with other divisional and University‑wide departments to enhance the student experience, especially related to on‑campus recruitment activities.
• Attend recruitment events to support registration and other administrative tasks.
• Perform other related duties as assigned.

Qualifications

• Associate degree or equivalent combined education and work experience in an Admissions or Financial Aid Office or in a related higher education environment.
• Previous experience successfully working as part of a team.
• Demonstrated strong interpersonal skills, with the ability to communicate effectively and provide outstanding customer service to students, families, and campus partners.
• Knowledge of and commitment to the mission of La Salle University.

Preferred Qualifications

• Previous involvement in developing recruiting and communication strategies.
• Previous experience using Slate and/or Ellucian’s Banner.
• Proficiency in Spanish.

Physical Requirements and/or Unusual Work Hours

• This is an on‑site role and requires regular on‑campus, in‑person work to provide direct customer service and support to students, families, faculty, staff, and other constituents.
• This position does require some flexibility to work beyond regularly scheduled hours, including occasional evenings and weekends to support Division events (e.g., Open Houses, Orientation, etc.) and to meet business and customer service needs as directed by the supervisor. Employees are expected to complete customer interactions and transactions in progress and may occasionally remain beyond their scheduled hours during peak operational periods to ensure timely service.

1900 W. Olney Avenue, Philadelphia, PA 19141