Financial Aid Customer Service Representative

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

Job summary

Bryant & Stratton College in Orchard Park, NY is seeking a Financial Aid Customer Service Representative to support students and families with financial aid packages. The role emphasizes accuracy, compliance with federal/state guidelines, and a high-volume, fast-paced service mindset.

The position reports to Financial Aid Leadership, is non-exempt (eligible for overtime), and requires an Associate degree with strong phone and CRM skills. Regular hours are Mon-Fri with some evenings and Saturdays.

Qualifications

• Associate’s degree required.
• 1-2 years fast-paced customer service experience in a high-volume setting.
• Experience with a CRM tracking system and Microsoft Office.
• Excellent phone skills.
• Bachelor’s degree preferred.
• Call center experience preferred.
• Financial aid experience preferred.

Responsibilities

• Award Letter Review: Counsel 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.

Skills

Customer service

Phone skills

CRM experience

Microsoft Office

Education

Associate degree

Bachelor's degree preferred

Tools

Microsoft Office

Job 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

• Associate’s degree required
• 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

• Bachelor’s degree preferred
• 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)

Equal Opportunity Statement

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.