Student Financial Services Coordinator

Wittenberg University•Springfield, MO

8d•Onsite

About The Position

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.

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

Nice To Haves

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

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.
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.
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.