Student Financial Services Coordinator - Wittenberg University

Wittenberg University; Springfield (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

Wittenberg University in Springfield, Ohio, seeks a Student Financial Services Coordinator to serve as the primary contact for the Office of Student Financial Services. You will manage front-desk operations for financial aid and student accounts, triaging inquiries, supervising student staff, and indexing documents into Softdocs imaging system.

You will determine eligibility for the Ohio State Grant program, prepare and submit rosters, and reconcile activity with the Finance Office.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 3–5 years in customer service, office admin, or higher education.
• Experience supervising student staff or readiness to lead.
• Strong organizational skills with attention to detail and compliance.
• Excellent phone and email communication.
• Preferred: Softdocs or similar document imaging system.
• Familiarity with Ohio State Grant or state aid programs.
• Tech proficiency with Ellucian Banner and Microsoft Office.
• Experience in a high-volume front desk setting in higher education.

Responsibilities

• Serve as the first point of contact for all Student Financial Services inquiries, triaging calls, emails, and in-person visits to the appropriate financial aid or student accounts staff member.
• Provide accurate, front-line guidance to students and families on general financial aid and billing questions, escalating complex or sensitive matters as needed.
• Use conflict resolution skills to de-escalate difficult situations with students or parents while identifying appropriate next steps.
• Student Employee Supervision
• Hire, train, schedule, and supervise student employees staffing the front desk.
• Monitor front desk coverage and workflow to ensure timely response to student and family inquiries.
• Provide ongoing feedback and coaching to student staff on customer service standards and office procedures.
• Document Management & Imaging
• Index all documents received from students and families into the office's Softdocs imaging solution, ensuring accurate categorization and timely processing.
• Maintain organized, compliant document records in accordance with office retention policies and FERPA requirements.
• Troubleshoot routine imaging or indexing issues and escalate system problems as needed.
• Determine student eligibility for the Ohio State Grant program in accordance with state guidelines.
• Prepare and submit disbursement rosters to the Ohio Department of Higher Education (or applicable state agency) according to established deadlines.
• Reconcile Ohio State Grant program activity with the Director of Student Financial Services and the Finance Office, resolving discrepancies as needed.
• Maintain current knowledge of Ohio State Grant program regulations and reporting requirements, communicating changes to leadership as needed.

Skills

Customer service

Front desk

Office administration

Supervisory

Education

Bachelor's degree

Tools

Softdocs

Ellucian Banner

Microsoft Office

Job description

In surveying the grounds of what is now Wittenberg University, the Rev. Ezra Keller, the college's first president and founder, remarked: "This is a lovely spot for a literary institution." Today, that lovely spot encompasses more than 100 acres of rolling hills and hollows in southwestern Ohio, with architecturally distinctive structures that embrace Wittenberg's past and provide a beautiful backdrop to the teaching excellence and Lutheran-affiliated learning environment that has defined Wittenberg University since its founding in 1845. Nationally recognized for accessible professors,engaging classroom experiences, service opportunities, and valued athletics traditions,Wittenberg is home to 1,500 students, 60 majors, minors and special programs,three graduate programs, and 25 varsity sports.

Wittenberg University is committed to providing a comprehensive and competitive employee benefits package that attracts and retains talent to further the university's mission and contributes to the personal and financial well-being of employees and their families. From healthcare to our tuition benefit to vacation and holidays, our goal is to help our employees enjoy happy and healthy lifestyles, while maintaining a good work-life balance. Click here to learn more about Wittenberg's employee benefits.

Job Description:

The Student Financial Services Coordinator serves as the primary point of contact for the Office of Student Financial Services, managing front-desk operations for both financial aid and student accounts. This position triages all incoming calls, emails, and walk-in inquiries; supervises student employees staffing the front desk; oversees the indexing of all student and family documents into the office's imaging system (Softdocs); and administers the Ohio State Grant program from eligibility determination through state reporting and reconciliation. This role requires strong customer service skills, sound judgment in routing sensitive inquiries appropriately, and the ability to manage a state grant program with accuracy and attention to compliance detail.

Primary Responsibilities include but are not limited to:

• Serve as the first point of contact for all Student Financial Services inquiries, triaging calls, emails, and in-person visits to the appropriate financial aid or student accounts staff member.
• Provide accurate, front-line guidance to students and families on general financial aid and billing questions, escalating complex or sensitive matters as needed.
• Use conflict resolution skills to de-escalate difficult situations with students or parents while identifying appropriate next steps.
• Student Employee Supervision
• Hire, train, schedule, and supervise student employees staffing the front desk.
• Monitor front desk coverage and workflow to ensure timely response to student and family inquiries.
• Provide ongoing feedback and coaching to student staff on customer service standards and office procedures.
• Document Management & Imaging
• Index all documents received from students and families into the office's Softdocs imaging solution, ensuring accurate categorization and timely processing.
• Maintain organized, compliant document records in accordance with office retention policies and FERPA requirements.
• Troubleshoot routine imaging or indexing issues and escalate system problems as needed.
• Determine student eligibility for the Ohio State Grant program in accordance with state guidelines.
• Prepare and submit disbursement rosters to the Ohio Department of Higher Education (or applicable state agency) according to established deadlines.
• Reconcile Ohio State Grant program activity with the Director of Student Financial Services and the Finance Office, resolving discrepancies as needed.
• Maintain current knowledge of Ohio State Grant program regulations and reporting requirements, communicating changes to leadership as needed.

Requirements:

• Bachelor's degree, or equivalent combination of education and experience
• 3-5 years of experience in a customer service, office administration, or higher education setting (financial aid or student accounts experience preferred)
• Demonstrated supervisory experience or readiness to supervise student staff
• Strong organizational skills and attention to detail, particularly with document management and compliance-related tasks
• Excellent phone and email communication skills
• Preferred
• Experience with Softdocs or another document imaging system
• Familiarity with Ohio State Grant program or other state financial aid program administration
• Technical proficiency with Ellucian Banner and/or Microsoft Office
• Experience in a front-desk or high-volume customer service role in higher education environment

Additional Information:

Wittenberg is committed to attracting and retaining highly qualified individuals who collectively reflect the diversity of our student body and society at-large. Please see ournotice of nondiscrimination housed on our website.

The successful candidate will demonstrate support for diversity, equity and inclusiveness as well as participate in maintaining a respectful, positive work environment.

Employment at Wittenberg University is contingent upon satisfactory completion of applicable background checks including but not limited to: criminal records, educational verifications, driving records (when job-related), and/or credit history (when job related).

For this position, we are unable to sponsor candidates for work visas. Wittenberg University participates in E-Verify to confirm authorization to work in the U.S.

Additional Information End: