Financial Aid Coordinator, Customer Service Optimization

Florida Atlantic University; Boca Raton (FL); On-site; USD 62,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental

Vision

Life insurance

Flexible Spending plans

Employee Assistance Program (EAP)

Public Service Loan Forgiveness (PSLF)

Sick Leave Pool

Paid time off (vacation/sick/holidays)

Tuition assistance after 6 months

Job summary

Florida Atlantic University is seeking a Financial Aid Coordinator, Customer Service Optimization in Boca Raton, FL. The role focuses on designing automated workflows, leading AI-driven support, and optimizing financial aid processes.

The position requires a Master’s degree (or a Bachelor’s with two years’ relevant experience) and strong analytical skills to improve service delivery. It includes coordinating scholarships and providing student advising within FERPA guidelines.

Qualifications

• Master's degree from an accredited institution in an appropriate area; or a Bachelor's degree with two years of appropriate experience.
• Excellent analytical skills with a demonstrated ability to troubleshoot complex systems and improve service delivery processes.

Responsibilities

• Designs, builds, and maintains automated customer service workflows to streamline staff tasks.
• Administers departmental chatbot and AI tools for 24/7 automated support for students and families.
• Audits internal and external customer service workflows to identify bottlenecks and improve response times.
• Serves as the final escalation point for complex inquiries requiring financial aid policy and system data knowledge.
• Collaborates with IT and campus partners to translate needs into technical requirements and system enhancements.
• Develops SOPs for automated systems and trains staff on new digital tools and optimized workflows.
• Advises and processes financial aid for assigned students, including SAP Appeals and Professional Judgment requests.

Skills

Analytical skills

Education

Master's degree or Bachelor's + 2 years experience

Tools

Ocelot

Ivy.ai

Banner SIS

Job description

Position Summary

Florida Atlantic University is seeking a Financial Aid Coordinator, Customer Service Optimization.

Location: Boca Raton, FL

Summary of Responsibilities

• Systems Engineering & Automation: Designs, builds, and maintains automated customer service workflows to streamline staff tasks. Identifies and implements opportunities to \"autonomize\" repetitive inquiries and data-entry processes using the university’s technology stack.
• AI Lead & Logic Design: Functions as the primary administrator for the departmental chatbot and AI tools. Engineers conversational architecture, manages the knowledge base, and utilizes AI to ensure accurate, 24/7 automated support for students and families.
• Workflow Optimization: Audits internal and external customer service workflows to identify bottlenecks. Implements system-based improvements and logic-based triggers to reduce manual intervention and improve response times.
• Tiered Support & Resolution: Serves as the final point of escalation for complex student inquiries that require a deep understanding of both financial aid policy and technical system data.
• Functional Technical Liaison: Collaborates with Financial Aid’s IT System Directors and other campus partners to ensure the Financial Aid Office’s functional needs are translated into technical requirements and system enhancements.
• Training & SOP Development: Develops technical \"standard operating procedures\" (SOPs) for automated systems and trains staff on utilizing new digital tools and optimized workflows.
• Student Advising & Financial Aid Administration: Serves as the primary financial aid advisor and case manager for an assigned alpha population, making final determinations regarding students' eligibility for financial aid in accordance with federal, state, and institutional regulations, policies, and procedures. Coordinates and processes the awarding of scholarships and other financial aid for assigned students. Assists students with emergency financial assistance programs and available institutional resources. Reviews and processes Satisfactory Academic Progress (SAP) Appeals and Professional Judgment requests in accordance with applicable federal regulations and institutional policies. Analyzes weekly financial aid reports, including negative need, over-budget, and other exception reports, and resolves or recommends appropriate solutions for routine and complex issues. Advises prospective and current students and their families regarding financial aid programs, FAFSA completion, eligibility requirements, student budgets, required documentation, scholarship opportunities, and available funding options. Assists the Customer Service area during peak processing periods by providing front desk coverage and responding to student inquiries as needed. Maintains accurate, complete, and confidential student financial aid records containing sensitive personal and family information in compliance with FERPA, the Privacy Act, and university policies.
• Outreach & Recruitment: Develops, coordinates, and delivers financial aid presentations, FAFSA completion workshops, and financial aid information sessions for prospective students, current students, families, local high schools, and community organizations. Participates in orientation programs, recruitment events, open houses, and other outreach activities supporting student enrollment and retention. Performs other job-related duties, special projects, and operational assignments as assigned.

Benefits and Perks

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more.
• State retirement options including tax-deferred annuities and Roth 403(b) plans.
• State employees Public Service Loan Forgiveness (PSLF) program.
• Sick Leave Pool Program.
• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).
• Paid Community Engagement Volunteer Service Day Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment.
• For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).
• For details on FAU's amazing offers visit us at https://www.fau.edu/hr/benefits/index.php

Minimum Qualifications

• Master's degree from an accredited institution in an appropriate area of specialization; or a bachelor's degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience required.
• Excellent analytical skills with a demonstrated ability to troubleshoot complex systems and improve service delivery processes required.

Preferred Qualifications

• Demonstrated experience in \"autonomizing\" workflows or implementing logic-based service solutions (e.g., Customer Service flows, CRM triggers, automated task routing).
• Technical proficiency in managing AI-driven communication tools or chatbots (e.g., Ocelot, Ivy.ai).
• Experience with Student Information Systems (SIS) such as Banner.
• Ability to think \"programmatically\" to solve service bottlenecks while maintaining a high level of empathy and student-centered support.
• Strong background in Financial Aid, Registrar, or Admissions.

Salary

$62,000 - $64,272 Annually.

College or Department

SFA: Admissions Support & Customer Service.

Location

Boca Raton.

Work Days and Hours

Monday - Friday, 8 a.m. - 5 p.m.

Application Deadline

2026-08-24

Special Instructions to Applicant

1. APPLICATION DOCUMENTS REQUIRED: Resume Cover letter
2. OFFICIAL SEALED TRANSCRIPTS REQUIRED: Final candidate will be required to have official, sealed transcripts and original NACES evaluation, if applicable, sent from their educational institution to Human Resources prior to the start of employment.
3. PRE-EMPLOYMENT SCREENINGS REQUIRED: Selected candidates must successfully complete and pass all employment screenings prior to the start of employment. Employment screenings may include a criminal background check (level I and level II), motor vehicle check, credit check, reference checks, alcohol, and drug screening check.
4. REQUEST FOR ACCOMMODATIONS: Individuals with disabilities requiring accommodations may contact the Office of Civil Rights and Title IX at 561-297-3004 or send an email at [e-mail].
5. To contact Human Resources, please call 561-297-3057. For communication assistance call 7-1-1.

To contact Recruitment Services, send an e-mail to [e-mail].

Florida Atlantic University is Where Tomorrow Begins.

Clery Act Information Consumer Information Visit Florida Atlantic's Consumer Information page for more information about financial aid, its campus, facilities, student athletes, campus security, fire safety, as well as preventing drug and alcohol abuse. Paper copies are available upon request by contacting the Office of Student Financial Aid. Florida Statute 1010.35 - Screening Foreign Researchers Pursuant to Florida law, any applicant or student seeking employment in a research or research-related support position who is a citizen of a foreign country and not a permanent resident of the U.S., or who is a citizen or permanent resident but is affiliated with or has had at least 1 year of employment or training in China, Russia, Iran, North Korea, Cuba, Venezuela, or Syria is subject to additional screening. Applicants meeting those criteria will be required to provide the following information before any offer of employment can be made: every institution of higher education attended; all previous employment since the applicant’s 18th birthday; list of all published material, current and pending research funding from any source, including details about the research, your role, funding source, and amount; list and description of any non-university professional activities; any affiliation with an institution or program in a foreign country. Selected applicants will be required to provide additional information per the Statute, including a complete copy of your passport; and, if available, the most recently submitted DS-160 (Online Nonimmigrant Visa Application).

Florida Atlantic University is an equal access/equal opportunity employer that complies with all applicable federal and state laws regarding nondiscrimination. If you require an accommodation to participate in any part of the recruitment process, please contact Florida Atlantic’s Office of Civil Rights and Title IX at 561-297-3004 or send an email to [e-mail]. To contact Human Resources, please call 561-297-3057 or email [e-mail]. For communications assistance, call 7-1-1.