Customer Service Specialist - Financial Aid

Arizona State University•Tempe, AZ

2d•$20 - $22

About The Position

This position serves as the primary contact for customer concerns/inquiries on such subjects as financial aid eligibility, processing requirements, student business services policies and procedures, balance inquiries and issues related to the overall financial services profile of the student at ASU, while communicating to both external and internal customers in a professional manner. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Requirements

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.

Nice To Haves

Degree work or certification work in a closely related field.
Experience in a financial aid customer service environment.
Experience answering high volume customer service inquiries from students of diverse backgrounds 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.
Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
Demonstrated ability to model empathy, compassion, and emotional intelligence.
Experience in a values-driven organization with a strong commitment to inclusion and belonging.
Ability to cultivate a psychologically safe environment where all team members can thrive.
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

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.

Benefits

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff.
This package includes: (Click here to explore options.)
Arizona State University offers a comprehensive benefits package that enhances your total compensation
Access to professional development and hands-on learning
Workday Learning courses covering a variety of topics
Tuition reduction for degree programs at ASU
Opportunities for manager-approved specialized training and certifications based on department needs
Flexible work options may be available after successfully completing the initial 90-day training period.
Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location.