Financial Aid Automation & AI Support Lead

Florida Atlantic University; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical (PPO/HMO)

Dental insurance

Vision insurance

Public Service Loan Forgiveness (PSLF)

Job summary

Florida Atlantic University seeks a Financial Aid Coordinator, Customer Service Optimization, to enhance student access to financial resources and promote financial wellness education. You will design automated workflows, manage the departmental chatbot, and collaborate with IT to improve processes across the Financial Aid Office.

The role includes advising students, processing aid awards, ensuring FERPA compliance, and developing SOPs for digital tools to support student success and degree

Qualifications

• Experience applying financial aid policies and procedures.
• Ability to analyze data to inform workflow improvements.
• Strong communication skills for advising students and families.

Responsibilities

• Designs, builds, and maintains automated customer service workflows to streamline staff tasks.
• Functions as the primary administrator for the departmental chatbot and AI tools.
• Audits internal and external customer service workflows to identify bottlenecks and improve efficiency.
• Serves as the final point of escalation for complex student inquiries requiring financial aid policy and data understanding.
• Collaborates with Financial Aid IT and campus partners to translate needs into technical requirements and system enhancements.
• Develops SOPs for automated systems and trains staff on new tools and optimized workflows.
• Coordinates and processes awarding of scholarships and other financial aid for assigned students.

Skills

Customer service optimization

Chatbot governance

Data analysis

Education

Bachelor's degree in a related field

Job description

Florida Atlantic University seeks a Financial Aid Coordinator, Customer Service Optimization, to enhance student access to financial resources and promote financial wellness education. You will design automated workflows, manage the departmental chatbot, and collaborate with IT to improve processes across the Financial Aid Office.

The role includes advising students, processing aid awards, ensuring FERPA compliance, and developing SOPs for digital tools to support student success and degree