Customer Service Counselor, Part-Time

Financial Aid Assistant

Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service.

KEY RESPONSIBILITIES:

• Monitors the department's phones and e-mail systems
• Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid
• Documents communication, interactions, and information according to established guidelines
• Escalates inquiries to appropriate personnel, per guidelines
• Maintains compliance with institutional, USG, state, and federal regulations

Required Qualifications:

• Educational Requirements:
  
  High School diploma or equivalent
• Required Experience:
  
  Previous experience in a customer service role

Preferred Qualifications:

• Bilingual Preferred
• An undergraduate or advanced degree from an accredited institution of higher education Preferred
• Prior experience in services at an accredited institution of higher education

Knowledge, Skills, & Abilities:

ABILITIES Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals High level of empathy and ability to deal with difficult and confidential situations Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965

SKILLS Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, Degree Works, Salesforce / TargetX / CRM programs) Strong attention to detail and follow up skills Strong customer service skills and phone and e-mail etiquette

USG Core Values:
Integrity, Excellence, Accountability, and Respect.

Equal Employment Opportunity:
Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

Other Information:
This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1%-24% of the time. This position does not require security clearance.

Background Check:
Credit Report Standard Enhanced Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.