Student Financial Specialist, Customer Service

Florida State University; Tallahassee (FL); On-site; USD 40,000 - 48,000; Full time

Job summary

Florida State University is seeking a Student Financial Specialist, Customer Service in Tallahassee, FL to deliver high-quality customer service for the Office of Financial Aid and guide students through eligibility processes.

The role involves coordinating digital communications, explaining federal/state rules, assisting with FAFSA/ISIR, and supporting aid packaging. It also includes attending student events and collaborating with campus partners.

Qualifications

• Bachelor's degree and two years of experience; or a high school diploma or equivalent and six years of experience.
• Combination of post high school education and experience equal to six years.

Responsibilities

• Provide customer service support for the Office of Financial Aid and determine financial aid eligibility.
• Coordinate digital customer service communications and campaigns addressing eligibility and FAFSA guidance.
• Explain federal/state/university rules and assist with ISIR corrections and FAFSA submission requirements.
• Advise students on missing documents to support aid packaging and special circumstances appeals.
• Attend events to present OFA resources and build relationships with students, parents, and campus partners.

Skills

Customer service

Communication skills

Detail oriented

Initiative

Education

Bachelor's degree

High school diploma or equivalent

Job description

Job Title: Student Financial Specialist, Customer Service

Location: Tallahassee, FL

Regular/Temporary: Regular

Full/Part Time: Full-Time

Job ID: 63457

Office of Financial Aid

Responsibilities

• The Office of Financial Aid is a unit within the Division of Enrollment Management, which is comprised of four distinct units: Office of Admissions, Office of the University Registrar, Office of Financial Aid, and Technology Operations. Enrollment Management’s integrated services provide distinctive support throughout the student's development and progression in their academic experience – from recruitment through commencement. Through collaboration, communication, and commitment, all units within Enrollment Management achieve the highest level of student-centered service to current and prospective students and families and to campus partners across the University.
• Position is responsible for providing customer service support for the Office of Financial Aid. Makes decisions regarding financial aid eligibility; provides guidance and counseling on financial aid programs, process and requirements in accordance with federal, state and institutional policies.
• Manages and coordinates digital customer service and communication efforts for the Office of Financial Aid that address financial aid eligibility, problem resolution and provide proactive measures to address student needs. Identifies best practices and/or standards to increase the level of customer service to mitigate customer service-related issues and result in increased customer satisfaction. Designs and implements digital communication campaigns related to student financial literacy, form completion, budgeting tools and techniques. Establishes specific customer service expectations for the department and leads trainings and other interventions as needed to identify and improve gaps in service to ensure seamless student support. Liaison for coordinating OFA specific campaigns across various media platforms and collaborates closely with the Division of Enrollment Management Communications section for content updates and/or dissemination within the OFA website, social media, chatbot and other Customer Relationship Management tools for OFA.
• Interprets federal, state and university rules and regulations in relation to financial aid matters. Determines student financial aid eligibility and offers guidance regarding missing documents that prevent the institution from awarding a financial aid package. Counsels current and prospective students on the submission requirements for the Free Application for Federal Student Aid (FAFSA); how to avoid common mistakes; and what information the federal government then shares via the Institutional Student Information Record (ISIR). Explains how financial aid data is used in financial aid packaging. Troubleshoots issues related to ISIR rejection or correction.
• Provides support to students who report their aid packages are insufficient for their needs. Assesses ISIR data with the student to ensure FAFSA appropriately reflected the student’s family and financial situation at point of submission; provides instruction for correction if appropriate. Knowledgeable about federal rules regarding allowable modification of government-determined dependency status, adjusted gross income, and estimated family contribution. Uses that knowledge to advise eligible students of next steps to submit a special circumstance appeal. May recommend other sources of aid.
• Attends student and parent events and presents on OFA resources and functions, establishes working relationships with parents, students, donors, and general interest groups on campus to provide real time support for OFA activities and initiatives.
• Shares in the development and implementation of goals, objectives, policies and procedures; making suggestions and recommendations to senior leadership. Assists with other sections during peak times to support the goals of the Office of Financial Aid.

Qualifications

A Bachelor's degree and two years of experience; or a high school diploma or equivalent and six years of experience. (Note: a combination of post high school education and experience equal to six years.)

Preferred Qualifications

• A bachelor's degree in an appropriate area of specialization and 2 years of experience related to the responsibilities of the job are preferred.
• We seek energetic candidates who are detail-oriented, and possess a strong sense of initiative.
• Candidates should have excellent computer skills, excellent oral and written communications skills.
• Candidates should have the ability to review, analyze, formulate, and organize data and information and follow through on assignments.
• Applicants should be able establish and maintain effective working relationships and who work well independently was well as in a team.
• Prior financial aid/financial literacy, customer service, advising experience, or experience working one-on-one with people in a professional setting.
• Experience communicating effectively verbally and in writing.
• Experience and ability to prioritize, organize, and perform multiple work assignments simultaneously.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!
Learn more about Florida State University and our campuses

Anticipated Salary Range

Starting at $44,056.80, commensurate with education and experience.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.