What are the responsibilities and job description for the Customer Service Coordinator position at La Salle University?
Position Overview
Position Title
Customer Service Coordinator
Department
521000 - Financial Aid
Position Type
Regular
Position Classification
Full-Time, 12 months
Grant/Gift Funded (all or a portion)?
No
If Temporary or Grant Funded, Start Date and End Date
Position Description/Posting Details
Posting Number
S1217P
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 excellent front facing customer service and accurate information to student financial services visitors, prospective and current students, and their families or other support networks.
- 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 ID cards 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.
# of Direct Reports
0
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
- Ability to work some evenings and weekends during the year.
Special Instructions to Applicant
La Salle University embraces diversity and seeks candidates who will contribute to a climate that supports a fully inclusive, equitable, and diverse working and learning environment. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.
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).
Posting Information
Application Open Date
03/04/2025
Application Close Date
Application Open To
Internal and External Applicants
