Service Provider

The Financial Aid Service Provider is part of a team that supports Syracuse University's effort to attract and retain qualified students by providing excellent customer service to a diverse population of prospective and enrolled students and their parents on matters pertaining to financial aid and scholarships. Service Providers are the first point of contact for students and families and screen all inquiries to the Office of Financial Aid and Scholarship Programs. This position works in a high-volume and fast-paced environment to apply knowledge of current federal regulations and institutional requirements to each student with whom they interact.

Qualifications

• Associate's Degree with one (1+) plus years of office experience required.

• Customer service experience in a high-volume workplace is required.

• Must be able to function as a team member in a high-volume, high-stress, flexible work environment as well as the ability to perform tasks independently.

• Requires effective articulation and customer service skills to disseminate financial aid information.

• Attention to detail and confidentiality are essential.

Job Specific Qualifications

• Financial aid experience and/or PeopleSoft experience are preferred.

• Excellent listening, verbal, and written skills.

• Must use professionalism and compassion in all situations.

• Experience in office procedures, web-based forms of communication and Microsoft Office.

• Must possess a positive attitude and function well as a team member in a high-volume and fast-paced work environment.

• Should take initiative, be able to work independently, and prioritize workload with little guidance.

• Sensitivity to discussions related to finances and the ability to balance requirements of federal, state, and institutional programs with concepts of customer service.

• Commitment to diversity, equity and inclusion. This includes but is not limited to: fostering an office environment where students and staff of different backgrounds and identities feel safe, accepted, and understood; and helping students with financial aid and financial literacy education overcome barriers to college attainment.

• Availability for overtime during peak award season.

Responsibilities

• Provide clear and helpful financial aid information effectively to prospective and current students and their families when they visit the Financial Aid Office. Determine appropriate level of information to share based on federal data sharing guidance and office policy. Verify identity of all parents via our Higher Education Authorization (HEA) authentication process. Direct inquiries to the appropriate counseling staff if necessary. This position must be able to balance the large volume of incoming questions, many often repetitive, with excellent customer service.

• Manage all physical mail that is received as well as monitor and respond to all inquiries from our virtual platforms (e-mail, Zoom, web chat).This position must be able to multitask so that they are able to manage these multiple competing priorities while adhering to established turnaround times.

• Review and respond to referrals received from the Call Center. This position will need to determine the correct person to route referrals to as well as resolve a variety of assigned referrals. They will also be expected to identify trends with referrals and collaborate with their supervisor on identifying areas where additional training may be needed for Call Center staff.

• Other Duties as assigned

Physical Requirements

• Tools/Equipment

• Application Instructions

In addition to completing an online application, please attach a resume and cover letter.