Hybrid Student Financial Aid Specialist

Remote Co.; Tempe (AZ); Hybrid; USD 28,000 - 33,000; Full time

Job summary

Arizona State University’s Enterprise Technology team in Tempe is seeking a Customer Service Specialist for Financial Aid to assist students with inquiries, policies, and self-service options. The role offers a hybrid work arrangement, full-time employment, and a $20.00 per hour salary.

Minimum qualifications include a high school diploma and 2 years of relevant experience, with strong communication and empathy.

Qualifications

• High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
• Experience in a financial aid customer service environment.
• Experience answering high volume customer service inquiries from students via telephone, email, and/or chat.
• Experience in logging customer information into a call tracking system.
• Demonstrated knowledge of financial aid policies and procedures.
• Demonstrated knowledge of student business services policies and procedures.
• Experience using Microsoft Office applications.

Responsibilities

• Resolves basic issues, general concerns and inquiries through phone, email and chat regarding Financial Aid and Scholarship Services (FASS), and Student Business Services (SBS) processes and policies.
• Assists with self-service activities to ensure customer comprehension and satisfaction regarding FASS and SBS questions, policies and procedures.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
• Participates in, and contributes to, scheduled and ad hoc training in order to improve university policy and processes.
• Establish trust through commitment to ASU and student success and adherence to policies and procedures.
• Delivers unparalleled personalized customer service by attentively addressing individual needs and preferences, ensuring each interaction is tailored to exceed expectations and leave a lasting positive impression.
• Understands and satisfies customer needs and capitalizes on opportunities to improve customer service and satisfaction.
• Utilizes a variety of resources to thoroughly research questions and promptly respond to customer inquiries with accuracy and efficiency, ensuring a comprehensive understanding of their needs is met
• Document customer interactions with attention to detail, ensuring accuracy and completeness.
• Inputs data and ensures the accuracy of all information entered into the system.
• Performs other related duties as assigned.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Job description

Arizona State University’s Enterprise Technology team in Tempe is seeking a Customer Service Specialist for Financial Aid to assist students with inquiries, policies, and self-service options. The role offers a hybrid work arrangement, full-time employment, and a $20.00 per hour salary.

Minimum qualifications include a high school diploma and 2 years of relevant experience, with strong communication and empathy.