Customer Service Representative

Job Title: Customer Service Representative

Department: Financial Aid and Scholarships

Key Responsibilities

• Counsel current and prospective students and families regarding financial aid application processes, eligibility requirements, federal regulations, professional judgment requests, and available financial aid programs.
• Analyze FAFSA and ISIR data to ensure accurate awarding of federal and state financial aid and compliance with applicable regulations.
• Review verification documentation, tax information, and supporting materials to determine eligibility and ensure compliance with federal and institutional requirements.
• Assist with the initial review and triage of Professional Judgment requests and work with students to resolve documentation discrepancies.
• Process and enter financial aid award adjustments while ensuring accuracy and compliance with financial aid policies and procedures.
• Serve as Co-Manager of the Financial Aid departmental mailbox by responding to inquiries from students, families, and campus partners in a timely and professional manner.
• Work collaboratively with campus partners including the University Business Office, Registrar's Office, and Centennial Scholars Program to support student enrollment and success.
• Serve as backup to the OnBase Lead/Document Manager by scanning, indexing, archiving, and retrieving documents and emails within the OnBase Imaging System.
• Ensure student documents are appropriately matched, indexed, and available for retrieval while maintaining data integrity and confidentiality.
• Provide OnBase process training and support to new staff when needed.
• Serve as the primary presenter and outreach representative for the Office of Financial Aid and Scholarships at FAFSA completion events, orientations, workshops, high school programs, and campus outreach initiatives.
• Coordinate presentation requests and deliver engaging, accurate financial aid information to students, families, faculty, staff, and community partners.
• Participate in office strategic planning initiatives and other departmental projects as assigned.

Requirements & Tech Stack

• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Experience with OnBase Imaging System (as backup document manager).

Qualifications

• Strong customer service skills with the ability to communicate complex information clearly and professionally.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to analyze information, identify discrepancies, and resolve problems effectively.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively within a team environment.
• Demonstrated commitment to providing outstanding customer service.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive student information.
• Experience delivering presentations, workshops, or educational outreach programs.