Financial Aid Customer Service Representative

Bryant and Stratton College; Town of Orchard Park (NY); On-site; USD 41,000 - 51,000; Full time

Job summary

Bryant and Stratton College is seeking a Financial Aid Customer Service Representative at the Orchard Park, NY location. The role focuses on delivering excellent customer service via inbound/outbound calls while reviewing financial aid packages for accuracy.

The position supports the financial aid team, adheres to guidelines, and requires 1–2 years in a fast-paced environment, with CRM and MS Office experience. Typical hours are Mon–Fri with some evenings and Saturdays.

Qualifications

• 1–2 years fast-paced customer service experience in a high-volume setting.
• Prior computer experience with a CRM tracking system and Microsoft Office.
• Excellent phone skills.

Responsibilities

• Review Award Letters and counsel students/parents on financial aid packages.
• Meet or exceed phone metrics for inbound/outbound calls per session/semester.
• Respond to inquiries on FA topics and verify information for a world-class student experience.
• Document transactions in CRM/Banner/email and ensure accuracy for adjustments.
• Adhere to Federal, State, and Institutional Financial Aid Guidelines.

Skills

Customer service

Phone skills

CRM system

Microsoft Office

Education

Associate degree or higher

Tools

CRM tracking system

Microsoft Office

Job description

Posted on September 28, 2026

Locations

• On-site
• Business Office/ FA
• Full-Time
• Requisition #: FINAN007174

Showing 1 location

ONLINE - NY
Orchard Park, NY 14127, USA

Description

Bryant and Stratton College Online Education Campus is growing here in Orchard Park!

Position Summary:

The Financial Aid Customer Service Representative will ensure excellent customer service skills in every interaction through inbound and outbound calls. During award letter delivery, the incumbent will review financial aid student files for accuracy and identify necessary adjustments. The position will provide support to the financial aid team to ensure policy and compliant procedures are adhered to. This position is best suited for someone who prefers a fast-paced environment, adapts to change, is detailed, highly organized and actively engaged with students.

Essential Duties and Responsibilities:

• Award Letter Review: Counsels prospective and current students and/or parents regarding financial aid, including a review of financial aid package.
• Phone Metrics: Meet or exceed established phone goals for inbound and outbound dials for each session/semester.
• Customer Service: Handle inbound inquiries on a variety of FA topics including status of excess loan funds (ELF), Banner inquiries, and verification follow up, providing customers with accurate information and direction to ensure a world-class student experience.
• Documentation and Accuracy: Review documentation for accuracy and forward to appropriate party for necessary adjustments. Documents all transaction in appropriate communication tool (CRM, Banner, email, etc.).
• Compliance: Adheres to all Federal, State, and Institutional Financial Aid Guidelines.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications:

• 1-2 years fast-paced customer service experience required in a high-volume setting
• Prior computer experience with a CRM tracking system and Microsoft Office
• Excellent phone skills

Preferred qualifications:

• Experience in a call center environment preferred
• Financial aid experience preferred

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately.

Position Status: Non-exempt (eligible for overtime)

Work Hours: Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.

Reports To: Financial Aid Leadership

Location: Orchard Park, NY

Salary Information:

$46, 000 ( $22.12 per hour)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Education

Required

Associates or better.