Customer Service Specialist - Financial Aid

Job Profile: IT Helpdesk Coordinator 2 Non-Exempt Job Family: IT Support Services Time Type: Part time Apply before 11:59 PM Arizona time the day before the posted End Date. Minimum Qualifications: 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. Job Description: The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - Financial Aid. This position serves as the primary contact for customer concerns/inquiries on such subjects as financial aid eligibility, processing requirements, student business services policies and procedures, balance inquiries and issues related to the overall financial services profile of the student at ASU, while communicating to both external and internal customers in a professional manner. This is a part-time position. However, please note that during the months of January, July and August you will be required to work 40 hours per week to accommodate the increase in calls. As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture. We are currently hiring for the following shift: ● Monday to Friday 9am-2pm Will need to work regular part-time hours, along with working in January, July and August for up to 40 hours per week. Salary: $20 per hour Essential Duties: Regular part time hours along with working in January, July and August for up to 40 hours per week ● 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. ● Establishes 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 ● Document 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. ● Collaborate across teams and actively participate in ET/ASU events and programs. ● Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance. ● Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms. Desired Qualifications: ● Flexibility to work 40 hours during January, July and August is essential. ● 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 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 in 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. Working Environment: 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 to quickly change priorities, which may include and/or are subject to resolution of conflicts. Department Statement: ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers, and staff. Our work emphasizes autonomy, flexibility, and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces voices with a shared lens of positive community impact and expanded opportunities for collaboration. Why join us? Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first. Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities. World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks. Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact. Flexible work options may be available after successfully completing the initial 90- day training period. ● Alternative work schedules can include four, 10-hour workdays in a workweek; a nine day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times. ● Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required. Driving Requirement: Driving is not required for this position. Location: Campus: Tempe Funding: No Federal Funding Instructions to Apply: Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub. Please use the link below to log in using single sign-on. https://www.myworkday.com/asu/d/inst/1$9925/9925$26824.htmld To be considered, your application must include all of the following attachments: • Cover letter • Resume or CV Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name. Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered. Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date. Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience. Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete. ASU Statement: Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe. ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law. Notice of Availability of the ASU Annual Security and Fire Safety Report: In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456. Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources. Employment Verification Statement: ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications. Background Check Statement: ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check. Fingerprint Check Statement: This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.