Customer Service Counselor - Financial Aid Customer Service Center

About Us

Are you ready to join a community leading in innovative teaching and learning?

Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges.

We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university's vibrant culture, career opportunities, and rich benefits make us an employer of choice.

We are searching for talented people to join our mission. Come to KSU and find your passion.

Location

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service.

Responsibilities

KEY RESPONSIBILITIES:

1.Monitors the department¿s phones and e-mail systems

2.Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid.

3.Documents communication, interactions, and information according to established guidelines

4.Escalates inquiries to appropriate personnel, per guidelines

5.Maintains compliance with institutional, USG, state, and federal regulations

Required Qualifications

Educational Requirements

High School diploma or equivalent

Required Experience

Previous experience in a customer service role

Preferred Qualifications

Additional Preferred Qualifications

Bilingual preferred

Preferred Educational Qualifications

Undergraduate degree from an accredited institution of higher education in related field

Preferred Experience

Prior experience in enrollment services at an accredited institution of higher education is preferred

Knowledge, Skills, & Abilities

ABILITIES

Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals

High level of empathy and ability to deal with difficult and confidential situations

Able to deal with multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE

Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA)

SKILLS

Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, technology, organization, communication (verbal and written), time management, project management and presentation skills

Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite, BANNER, NolijWeb, DegreeWorks, a CRM program)

Strong attention to detail and follow up skills

Strong customer service skills and phone and e-mail etiquette

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 202, eeo@kennesaw.edu, or by making a report here.

Other Information

This is not a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is considered a position of trust.

This position does not require a purchasing card (P-Card).

This position will not travel

This position does not require security clearance.

Background Check

• Standard Enhanced

• Credit

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf