Financial Aid Support Specialist

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

Created in 1971, the Indiana Commission for Higher Education (CHE, Commission) is the State's higher education coordinating agency, driven to improve economic and social mobility for fellow Hoosiers through postsecondary education and training, and is a part of Governor Mike Braun's Office of Education. The Commission also administers Indiana’s state financial aid programs, including 21st Century Scholars, which celebrates 35 years in 2025.

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The Financial Aid Support Specialist provides support to students, families, campus financial aid staff, and other constituents concerning all State of Indiana student financial aid programs as a member of the Commission's Student Support Center. The responsibilities of the role take place within a contact center. Most days the Financial Aid Support Specialist will answer emails and phone calls. The Financial Aid Support Specialist fulfills a vital role within the Commission, which is responsible for distributing over $400 million in state financial aid awards annually.

Commission employees report to the Central Office in Indianapolis five days per week.

The salary for this position traditionally starts at $45,000 but may be commensurate with work experience or education.

The essential functions of this role are:

• Responds to questions concerning all State of Indiana student financial aid programs posed by students, families, campus financial aid staff, and other constinuents over the phone, through email, or in person;
• Maintains student accounts in various Commission software systems, like Scholar Track;
• Processes and makes decisions on initial student financial aid appeals;
• Develops, coordinates, and recommends changes for improvement in workflow; identifies concerns and recommends solutions to policies, procedures, and practices as applicable;
• Develops positive working relationships with stakeholders to meet Commission goals; meet quarterly, bi-annual, and annual performance expectations; and
• Performs other related duties as assigned.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. This position is eligible for overtime compensation for additional work hours (as approved) which may be required to complete essential functions or other assigned work.

A successful candidate will have:

• A postsecondary credential;
• Excellent customer service skills, including the the ability to troubleshoot and resolve issues;
• Ability to research, interpret, and summarize program and policy information and draw logical conclusions in a manner that provides actionable insights to constinuents;
• Excellent problem-solving, critical thinking, and analytical skills;
• Excellent listening, written, and oral communication skills, including the ability to communicate complex and specialized program and policy information to a wide spectrum of audiences in a courteous and effective manner;
• Ability to make sound and well-informed decisions;
• Perception of the impact and implications of decisions and commitment to action;
• Ability to effectively prioritize a variety of projects and functions;
• Ability to work collaboratively in a team setting and display initiative in helping other staff as needed in achieving the goals of the agency;
• Ability to maintain confidentiality and work in a high profile environment;
• Ability to set priorities and manage one's time; and
• Proficiency with Adobe PDF and Microsoft Office applications (Outlook, Word, PowerPoint,…