Customer Service Coordinator, Student Financial Services

Customer Service Coordinator, Student Financial Services

La Salle University is dedicated to fostering a welcoming and respectful environment where all individuals can thrive. We seek candidates who will contribute to a positive, inclusive, and supportive community, and who are committed to working collaboratively with students, fostering critical thinking, supporting their success, and helping them realize their full potential. La Salle University offers its eligible employees comprehensive medical and dental plans, employer paid life and disability insurance, retirement benefits, generous paid time off (vacation, sick leave, and holidays), and tuition benefits such as no cost undergraduate and graduate degree programs for its employees (with no wait period) and no cost undergraduate degree programs for its employees' dependents (after completing the required years of service).

Position Title
- Customer Service Coordinator, Student Financial Services

Department - 521000 - Financial Aid

Position Type
- Regular

Position Classification
- Full-Time, 12 months

Grant/Gift Funded (all or a portion)? - No

Position Summary
- The Customer Service Coordinator in Student Financial Services (SFS) is a front-facing customer service team member operating in a fast paced, cross-functional, student-focused environment. This position is responsible for greeting guests, triaging issues, creating tickets, routing students and families to the appropriate counselor, and maintaining the email and phone systems for Student Financial Services.

Essential Duties
- Provide timely, courteous, and professional front-facing customer service to Student Financial Services visitors, prospective and current students, and their families or other support networks, ensuring a positive customer experience from initial contact through resolution or appropriate referral. Analyzes and processes financial aid to determine aid eligibility and awards adhering to federal, state, donor and/or institutional guidelines. Requests additional information based on analysis and review when necessary.

Provides primary coordination of SFS email and phone inquiries, responding in a timely, courteous, and professional manner; routing concerns to the appropriate team member. Accesses student account information using Slate, Banner, and/or other systems provided by the University. Addresses questions and requests from students, parents, or guardians in person or in writing regarding financial aid programs and eligibility. Resolves financial aid and student accounts issues/questions received through various venues;

e-mail, texts, phone calls. Creates and issues  and parking decals in accordance with established practices and protocols. Accepts and handles payments in all forms, issuing receipts, in accordance with established practices and protocols. Represents the University at on or off-campus events. Adheres to FERPA policies.

Secondary Responsibilities
- Work collaboratively with other divisional and University-wide departments to enhance the student experience, especially related to on campus recruitment activities. Attend recruitment events to support registration and other administrative tasks. Perform other related duties as assigned.

Required Qualifications
- Associate degree or equivalent combined education and work experience in an Admissions or Financial Aid Office or in a related higher education environment. Previous experience successfully working as part of a team. Demonstrated strong interpersonal skills, with the ability to communicate effectively and provide outstanding customer service to students, families, and campus partners. Knowledge of and commitment to the mission of La Salle University.

Preferred Qualifications
- Bachelor's degree. Previous involvement in developing recruiting and communication strategies. Previous experience using Slate and/or Ellucian's Banner. Proficiency in Spanish.

Physical Requirements and/or Unusual Work Hours
- This is an on-site role and requires regular on-campus, in-person work to provide direct customer service and support to students, families, faculty, staff, and other constituents. This position does require some flexibility to work beyond regularly scheduled hours, including occasional evenings and weekends to support Division events (e.g., Open Houses, Orientation, etc.) and to meet business and customer service needs as directed by the supervisor.

Employees are expected to complete customer interactions and transactions in progress and may occasionally remain beyond their scheduled hours during peak operational periods to ensure timely service.

Special Instructions to Applicant
- La Salle University is dedicated to fostering a welcoming and respectful environment where all individuals can thrive. We seek candidates who will contribute to a positive, inclusive, and supportive community, and who are committed to working collaboratively with students, fostering critical thinking, supporting their success, and…