Customer Service Specialist- Financial Aid

Arizona State University

Customer Service Specialist- Financial Aid

Campus: Tempe

JR107876

End Date: June 28, 2025

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.

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

• Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics
• Eligible ASU staff members, along with their spouses and dependents, can take advantage of the Tuition Reduction Program starting on their first day of employment, provided they hold a benefits-eligible status on the first day of classes.
• Low cost health, dental, vision, and life insurance benefits available within 30 calendar days of hire.
• Retirement program designed to promote long term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services

The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process.

Overnight shifts are eligible for additional hourly compensation beyond the entry pay range. Flexible work options may be available after successfully completing the initial 90-day training period.

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.

Salary Range: $20.00- $22.40 per hour

Essential Duties:

• 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.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Inputs data and ensures the accuracy of all information entered into the system.
• Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms collaborating across our teams as well as participating in ET/ASU events and programs.
• Performs other related duties as assigned.

Desired Qualifications:

• 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.
• Ability to model empathy, compassion and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to help foster a safe psychological space for all teammates where everyone can thrive.
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• Ability to lead by example in communicating, participating, and encouraging support of 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, standing, or moving between office spaces.
• 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.

Apply before 11:59 PM Arizona time the day before the posted End Date.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

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 many 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 flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. 

Scale of impact. Our work changes the world. With 200k+ 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, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

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.

Instructions to Apply

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$8278.htmld

To be considered, your application must include all of the following attachments: 

• Cover letter
• Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

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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.

About Arizona State University

Recognized by U.S. News & World Report as the country’s most innovative school, Arizona State University is where students and faculty work with NASA to develop, advance and lead innovations in space exploration.

To view full description or to apply please click this link:

https://asu.wd1.myworkdayjobs.com/en-US/ASUStaffCareers/details/Customer-Service-Specialist--Financial-Aid_JR107876?q=jr107876