Customer Service Representative

Student Financial Aid Administrative Officer

This position is responsible for providing support to the entire student financial aid (SFA) team. These responsibilities include serving as an administrative officer, handling telephone traffic, general filing and archiving of files, and specific administrative support for the office as a whole. Applicants with a degree will be hired at the grade of 512 and placed in the salary scale accordingly dependent upon their experience. Applicants without a degree will be hired at the grade of 513 and placed accordingly.

Essential Job Duties

• Answer all phone calls for Student Financial Aid office;
• Work with highly confidential and sensitive data;
• Review documents received for accuracy, keep abreast of financial aid updates, assist students, etc.
• Provide direct customer assistance to prospective and current students and their parents with information about financial aid;
• Assist students in the completion of the free application for Federal student aid (FAFSA);
• Serve as administrative officer and initial point-of-contact for all walk-in traffic;
• Manage online financial aid appointment scheduler;
• Answer basic financial aid questions for students and parents while utilizing Banner;
• Utilize CRM to build communication plans;
• Plan and prioritize office activities and work projects;
• Work in conjunction with the director and other staff members to represent the department at public relations events that correlate with the need for financial aid presentations;
• Participate in on-campus and off-campus workshops designated to for training purposes for financial aid;
• Serve as back-up for the online advisor in the review of the satisfactory academic progress program to maintain academic excellence within regulatory constraints;
• Assist with monitoring financial aid email account;
• Review FAFSA discrepancies to help determine next steps and proper escalation to other financial aid staff;
• Anticipate and prepare material needed by the Director and staff;
• Update and maintain the office electronic filing and recordkeeping systems to ensure all are logical, orderly, reliable, and user-friendly;
• Maintain compliance with state and federal regulations as they pertain to student financial assistance;
• Responsible for acquisition and inventory maintenance of office supplies, materials, and equipment;
• Utilize self-service banner for purchase requisitions, purchases (internal and external), reimbursements, and budget amendments;
• Maintain office social media pages and websites;
• Perform all other duties as assigned.

• Maintain a log of critical events and office deadlines;
• Organize, screen, sort, and establish priorities for incoming/outgoing mail and correspondence;
• Provide support for all office projects and events.

• Knowledge of university and departmental rules, policies, and procedures;
• Ability to operate a PC and type proficiently using modern technology;
• Ability to interact effectively with all students, faculty, staff, administrators, parents, visitors, and the general public;
• Ability to work independently and perform most functions without direct supervision;
• Ability to make administrative decisions regarding routine departmental matters following established procedures;
• Ability to communicate effectively both verbally and in written formats;
• Ability and willingness to learn new tasks utilizing innovative technology solutions;
• Ability to keep up-to-date on campus computer systems as it relates to student financial aid;
• Knowledge of budgetary procedures;
• Ability to multi-task.

Minimum Qualifications

• High school diploma/equivalent is required;
• Bachelor's degree is preferred;
• Two years of related experience is required.

Special Instructions to Applicants

Applicants must upload a cover letter and resume at the time of application, as well as provide contact information for at least three professional references. For questions, please email employment@una.edu or call 256.765.4291 and select option #2. Selecting an option other than #2 will result in a delayed response.

UNA is an equal opportunity employer. We seek a wide range of applicants for our positions so that our core values will be affirmed.