Financial Aid Customer Service Specialist

Financial Aid Customer Service Specialist

The Financial Aid Customer Service Specialist plays a vital role in supporting the front office operations of the Financial Aid Office, with a strong emphasis on direct engagement with students and their families. This position is ideal for individuals who are passionate about helping students navigate the financial aid process and thrive in a dynamic college environment. The Specialist provides in-person, phone, and email support, assists with office projects, and contributes to campus-wide events. A commitment to excellent customer service and a student-centered approach is essential.

Responsibilities:

• Serve as the first point of contact for students and families at the front desk, via phone, and through the financial aid email account, providing accurate, timely, and empathetic guidance on financial aid matters.
• Respond to and manage the financial aid office email account, ensuring inquiries are addressed promptly, professionally, and in accordance with institutional policies and federal regulations.
• Maintain a welcoming and professional office environment that supports student success.
• Assist with planning and execution of financial aid events such as open houses, workshops, and orientation sessions—both on and off campus.
• Coordinate appointment scheduling for financial aid counselors during designated meeting days.
• Support daily office operations, including opening and closing procedures, record keeping, and data entry.
• Collaborate with team members to enhance office efficiency, communication, and service delivery.
• Uphold confidentiality standards in compliance with FERPA and institutional privacy policies.

Required Qualifications:

• Demonstrated knowledge of general office practices, procedures, and equipment.
• Ability to manage multiple tasks and work independently and collaboratively in a diverse, high-volume, and fast-paced college setting.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong organizational, interpersonal, and oral/written communication skills.
• Experience providing administrative and programmatic support, preferably in a student-facing role.

Preferred Qualifications:

• Experience working in a college or university environment, with a clear understanding of student needs and institutional processes.
• Familiarity with FERPA regulations and student privacy rights.
• Working knowledge of eVA, Banner, or similar Student Information System platforms.
• Demonstrated commitment to supporting students from diverse backgrounds and contributing to an inclusive campus community.

Hours Per Week: 40

Months Per Year: 12

Salary: $38,000 to $43,000, depending on experience

Department Contact Name: Gina Stike

Department Contact Phone: 5408315585

Department Contact Email: gstike@radford.edu

Radford University does not discriminate with regard to race, color, sex, sexual orientation, disability, age, veteran status, national origin, religion, or political affiliation in the administration of its educational programs, activities, admission or employment practices.

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, Radford University publishes an Annual Security and Fire Safety Report. The report includes the university's policies, procedures, and programs concerning safety and security, as well as three years' of crime statistics for our campus. As a prospective employee, you are entitled to a copy of this report. The report and statistical data can be found online at Radford.edu/police. You may also request a paper copy of the report from the Radford University Police Department located at 810 East Main Street PO Box 6883, Radford, VA, 24142.

If you are an individual with a disability and desire accommodation in the application process please contact the hiring department.

Radford University is committed to ensuring a safe and secure environment for all employees, students, volunteers, and stakeholders. As part of our hiring and screening process, we conduct criminal background checks in compliance with Virginia Code § 19.2-389 and other applicable state and federal laws. Successful candidates will be required to have a criminal background check.