Customer Service Specialist - Financial Aid

Job Profile

IT Helpdesk Coordinator 2 Non-Exempt

IT Support Services

Full time

$22.40 USD Hourly (Maximum pay depends on experience)

Salary range: $20.00 – $22.40 per hour

High School Diploma and two‑years (2) experience appropriate to the area of assignment/field; OR, any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

• Resolves basic issues, general concerns and inquiries through phone, email and chat regarding Financial Aid and Scholarship Services (FASS) and Student Business Services (SBS) processes and policies.
• Assists with self‑service activities to ensure customer comprehension and satisfaction regarding FASS and SBS questions, policies and procedures.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
• Participates in, and contributes to, scheduled and ad hoc training in order to improve university policy and processes.
• Establish trust through commitment to ASU and student success and adherence to policies and procedures.
• Delivers unparalleled personalized customer service by attentively addressing individual needs and preferences, ensuring each interaction is tailored to exceed expectations and leave a lasting positive impression.
• Understands and satisfies customer needs and capitalizes on opportunities to improve customer service and satisfaction.
• Utilizes a variety of resources to thoroughly research questions and promptly respond to customer inquiries with accuracy and efficiency, ensuring a comprehensive understanding of their needs is met.
• Documents customer interactions with attention to detail, ensuring accuracy and completeness.
• Inputs data and ensures the accuracy of all information entered into the system.
• Performs other related duties as assigned.
• Collaborates across teams and actively participates in ET/ASU events and programs.
• Leverages AI in routine tasks and contributes ideas for using AI to improve the unit's efficiency and overall performance.
• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

• Degree work or certification work in a closely related field.
• Experience in a financial aid customer service environment.
• Experience answering high‑volume customer service inquiries from students of diverse backgrounds via telephone, email, and/or chat.
• Experience in logging customer information into a call‑tracking system.
• Demonstrated knowledge of financial aid policies and procedures.
• Demonstrated knowledge of student business services policies and procedures.
• Experience using Microsoft Office applications.
• Experience leading by example in communicating, participating and encouraging support of the institution's sustainability programs.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values‑driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution's sustainability programs.

• Activities primarily take place in a standard, climate‑controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability…