Financial Aid Coordinator, Customer Service Optimization

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

Position Summary:

Florida Atlantic University is seeking a Financial Aid Coordinator, Customer Service Optimization. -Boca Raton, FL

The Financial Aid Coordinator, Customer Service Optimization, empowers students by providing access to financial resources and promoting financial wellness education. Equip students with lifelong financial skills, foster strong campus partnerships, and provide holistic support that drives student success, academic achievement, persistence, and degree completion.

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.
• Advices 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.

FAU Benefits and Perks

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers:

• 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) (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service) program.
• Sick Leave Pool Program.
• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid