Financial Aid Coordinator, Customer Service Optimization

Florida Atlantic University•Boca Raton, FL

18h•Onsite

About The Position

Florida Atlantic University is seeking a Financial Aid Coordinator, Customer Service Optimization. This role empowers students by providing access to financial resources and promoting financial wellness education. The position aims to equip students with lifelong financial skills, foster strong campus partnerships, and provide holistic support that drives student success, academic achievement, persistence, and degree completion.

Requirements

Master's degree from an accredited institution in an appropriate area of specialization; or a bachelor's degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience required.
Excellent analytical skills with a demonstrated ability to troubleshoot complex systems and improve service delivery processes required.

Nice To Haves

Demonstrated experience in "autonomizing" workflows or implementing logic-based service solutions (e.g., Customer Service flows, CRM triggers, automated task routing).
Technical proficiency in managing AI-driven communication tools or chatbots (e.g., Ocelot, Ivy.ai).
Experience with Student Information Systems (SIS) such as Banner.
Ability to think "programmatically" to solve service bottlenecks while maintaining a high level of empathy and student-centered support.
Strong background in Financial Aid, Registrar, or Admissions.

Responsibilities

Designs, builds, and maintains automated customer service workflows to streamline staff tasks.
Identifies and implements opportunities to "autonomize" repetitive inquiries and data-entry processes using the university’s technology stack.
Functions as the primary administrator for the departmental chatbot and AI tools, engineering conversational architecture, managing the knowledge base, and utilizing AI to ensure accurate, 24/7 automated support for students and families.
Audits internal and external customer service workflows to identify bottlenecks and implements system-based improvements and logic-based triggers to reduce manual intervention and improve response times.
Serves as the final point of escalation for complex student inquiries that require a deep understanding of both financial aid policy and technical system data.
Collaborates with Financial Aid’s IT System Directors and other campus partners to ensure the Financial Aid Office’s functional needs are translated into technical requirements and system enhancements.
Develops technical "standard operating procedures" (SOPs) for automated systems and trains staff on utilizing new digital tools and optimized workflows.
Serves as the primary financial aid advisor and case manager for an assigned alpha population, making final determinations regarding students' eligibility for financial aid in accordance with federal, state, and institutional regulations, policies, and procedures.
Coordinates and processes the awarding of scholarships and other financial aid for assigned students.
Assists students with emergency financial assistance programs and available institutional resources.
Reviews and processes Satisfactory Academic Progress (SAP) Appeals and Professional Judgment requests in accordance with applicable federal regulations and institutional policies.
Analyzes weekly financial aid reports, including negative need, over-budget, and other exception reports, and resolves or recommends appropriate solutions for routine and complex issues.
Advises prospective and current students and their families regarding financial aid programs, FAFSA completion, eligibility requirements, student budgets, required documentation, scholarship opportunities, and available funding options.
Assists the Customer Service area during peak processing periods by providing front desk coverage and responding to student inquiries as needed.
Maintains accurate, complete, and confidential student financial aid records containing sensitive personal and family information in compliance with FERPA, the Privacy Act, and university policies.
Develops, coordinates, and delivers financial aid presentations, FAFSA completion workshops, and financial aid information sessions for prospective students, current students, families, local high schools, and community organizations.
Participates in orientation programs, recruitment events, open houses, and other outreach activities supporting student enrollment and retention.
Performs other job-related duties, special projects, and operational assignments as assigned.

Benefits

Medical (PPO/HMO $50 per month single & $180 per month family)
Dental
Vision
Life Insurance
Flexible Spending plans
Employee Assistance Program (EAP)
State retirement options including tax-deferred annuities and Roth 403(b) plans.
State employees Public Service Loan Forgiveness (PSLF) program.
Sick Leave Pool Program.
Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).
Paid Community Engagement Volunteer Service Day
Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment.
For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).