Student Financial Specialist, Customer Service

Department

Office of Financial Aid

Responsibilities

• The Office of Financial Aid is a unit within the Division of Enrollment Management, which is comprised of four distinct units: Office of Admissions, Office of the University Registrar, Office of Financial Aid, and Technology Operations. Enrollment Management's integrated services provide distinctive support throughout the student's development and progression in their academic experience – from recruitment through commencement. Through collaboration, communication, and commitment, all units within Enrollment Management achieve the highest level of student-centered service to current and prospective students and families and to campus partners across the University.
• Position is responsible for providing customer service support for the Office of Financial Aid. Makes decisions regarding financial aid eligibility; provides guidance and counseling on financial aid programs, process and requirements in accordance with federal, state and institutional policies.
• Manages and coordinates digital customer service and communication efforts for the Office of Financial Aid that address financial aid eligibility, problem resolution and provide proactive measures to address student needs. Identifies best practices and/or standards to increase the level of customer service to mitigate customer service-related issues and result in increased customer satisfaction. Designs and implements digital communication campaigns related to student financial literacy, form completion, budgeting tools and techniques. Establishes specific customer service expectations for the department and leads trainings and other interventions as needed to identify and improve gaps in service to ensure seamless student support. Liaison for coordinating OFA specific campaigns across various media platforms and collaborates closely with the Division of Enrollment Management Communications section for content updates and/or dissemination within the OFA website, social media, chatbot and other Customer Relationship Management tools for OFA.
• Interprets federal, state and university rules and regulations in relation to financial aid matters. Determines student financial aid eligibility and offers guidance regarding missing documents that prevent the institution from awarding a financial aid package. Counsels current and prospective students on the submission requirements for the Free Application for Federal Student Aid (FAFSA); how to avoid common mistakes; and what information the federal government then shares via the Institutional Student Information Record (ISIR). Explains how financial aid data is used in financial aid packaging. Troubleshoots issues related to ISIR rejection or correction.
• Provides support to students who report their aid packages are insufficient for their needs. Assesses ISIR data with the student to ensure FAFSA appropriately reflected the student's family and financial situation at point of submission; provides instruction for correction if appropriate. Knowledgeable about federal rules regarding allowable modification of government-determined dependency status, adjusted gross income, and estimated family contribution. Uses that knowledge to advise eligible students of next steps to submit a special circumstance appeal. May recommend other sources of aid.
• Attends student and parent events and presents on OFA resources and functions, establishes working relationships with parents, students, donors, and general interest groups on campus to provide real time support for OFA activities and initiatives.
• Shares in the development and implementation of goals, objectives, policies and procedures; making suggestions and recommendations to senior leadership. Assists with other sections during peak times to support the goals of the Office of Financial Aid.

Qualifications

A Bachelor's degree and two years of experience; or a high school diploma or equivalent and six years of experience. (Note: a combination of post high school education and experience equal to six years.)

Preferred Qualifications

• A bachelor's degree in an appropriate area of specialization and 2 years of experience related to the responsibilities of the job are preferred.
• We seek energetic candidates who are detail-oriented, and possess a strong sense of initiative.
• Candidates should have excellent computer skills, excellent oral and written communications skills.
• Candidates should have the ability to review, analyze, formulate, and organize data and information and follow through on assignments.
• Applicants should be able establish and maintain effective working relationships and who work well independently was well as in a team.
• Prior financial aid/financial literacy, customer service, advising experience, or experience working one-on-one with people in a professional setting.
• Experience communicating effectively verbally and in writing.
• Experience and ability to prioritize, organize, and perform multiple work assignments simultaneously.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!

Learn more about Florida State University and our campuses.

Anticipated Salary Range

Starting at $44,056.80, commensurate with education and experience.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through myFSU Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.

Organization

Working at Florida State University

One of the nation's elite research universities, Florida State University — with the Carnegie Foundation's highest designation, Doctoral/Research University-Extensive — offers a distinctive academic environment built on its cherished values and unique heritage, welcoming campus on the oldest continuous site of higher education in Florida, championship athletics, and prime location in the heart of the state capital.

Combining traditional strength in the arts and humanities with recognized leadership in the sciences, Florida State University provides unmatched opportunities for students and faculty through challenging academics, cultural discovery and community interaction.

Underlying and supporting the educational experience at Florida State University is the development of new generations of citizen leaders, based on the concepts inscribed in our seal: Vires, Artes, Mores — Strength, Skill and Character.

Epitomized by recently named Rhodes Scholars Garrett Johnson and Myron Rolle — elite athletes and scholars committed to public service — and Joseph O'Shea — a campus and community leader as well as a top scholar — Florida State's 40,000 students are dedicated to academic excellence and providing leadership in our complex world.

Florida State University's 16 colleges offer more than 275 undergraduate, graduate, doctoral, professional and specialist degree programs, including medicine and law, covering a broad array of disciplines critical to society today. Each year the University awards over 2,000 graduate and professional degrees.

With its impressive breadth of leading graduate, professional and undergraduate programs, Florida State University is a demanding, intellectually stimulating, yet warm and caring environment for students and faculty. Recognized nationally for its commitment to diversity, Florida State University is a national leader in the number of doctorates awarded to African-American students and in the graduation rate of African-American undergraduates. Its College of Medicine and College of Law are ranked in the nation's Top 10 for Hispanic students.

Florida State University's arts programs — dance, film, music and theatre — rank among the finest in the world, offering an arts education comparable to leading conservatories. Its creative writing program is ranked among the nation's best and is home to the most consistently honored and published student body in the United States. Florida State is responsible for governance of the John and Mable Ringling Museum of Art and associated arts programs, one of the largest museum/university complexes in the nation.

Other programs consistently included in the top public university list include physics, chemistry, political science, psychology, criminology, public administration, library science, information, human sciences, business and law.

At the Ph.D. level, interdisciplinary programs draw on notable research faculty strengths that transcend the traditional disciplines, including neuroscience, molecular biophysics, computational science, materials science and research at the National High Magnetic Field Laboratory—home to the world's most powerful magnets.