Customer Service Specialist – Financial Aid

Arizona State University

. Resolve basic issues, concerns, and inquiries by phone, email, and chat regarding Financial Aid and Scholarship Services and Student Business Services .

Posted 9/30/2026full-timeTempe • Arizona • United StatesJuniorMid-Level💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in financial aid policies and procedures, providing empathetic customer service while effectively managing high-volume inquiries through various communication channels. Proficient in data management and collaboration across teams to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Financial Aid Customer Service ExperienceHigh-Volume Inquiry ManagementKnowledge of Financial Aid PoliciesMicrosoft Office ProficiencyEmpathy and Emotional Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial Aid PoliciesStudent Business Services PoliciesData Input and ManagementCall Tracking System UsageCustomer Interaction Documentation

Soft Skills

EmpathyCompassionEmotional IntelligenceCollaborationEngagement Championing

Tools & Technologies

Microsoft Office Applications

Industry Keywords

Financial AidStudent ServicesCustomer ServiceInclusion and BelongingPsychological Safety

About the role

Key responsibilities & impact

Resolve basic issues, concerns, and inquiries by phone, email, and chat regarding Financial Aid and Scholarship Services and Student Business Services
Assist customers with self-service activities and explain policies and procedures
Respond promptly to inquiries, assess needs, and provide empathetic and efficient support
Escalate complex issues to appropriate channels
Participate in scheduled and ad hoc training
Provide personalized customer service and identify opportunities to improve satisfaction
Research questions using available resources and respond accurately
Document customer interactions accurately and completely
Input data and maintain information accuracy in systems
Collaborate across teams and participate in ET/ASU events and programs
Leverage AI in routine tasks and suggest ways to improve unit efficiency
Foster a positive culture and champion engagement
Serve as the primary contact for financial aid eligibility, processing requirements, student business services policies, balance inquiries, and student financial services issues

Requirements

What you’ll need

High School Diploma and two-years experience appropriate to the area of assignment/field; or equivalent combination of experience and/or training
Applicants must be eligible to work in the United States
Experience in a financial aid customer service environment
Experience answering high-volume student inquiries via telephone, email, and/or chat
Experience logging customer information into a call tracking system
Knowledge of financial aid policies and procedures
Knowledge of student business services policies and procedures
Experience using Microsoft Office applications
Demonstrated ability to model empathy, compassion, and emotional intelligence
Experience in a values-driven organization committed to inclusion and belonging
Ability to cultivate a psychologically safe environment
Capacity to support sustainable environmental behaviors
Cover letter and resume or CV required
Successful pre-employment screening, background check, and fingerprint check required

Benefits

Comp & perks

Comprehensive benefits package
Professional development and hands-on learning
Workday Learning courses
Tuition reduction for degree programs at ASU
Manager-approved specialized training and certifications
Flexible work options may be available after successfully completing the initial 90-day training period
Alternative work schedules may include four 10-hour workdays, a nine-day 80-hour schedule for exempt employees, and staggered start and stop times
Hybrid work arrangement
ASU tobacco-free university
Relocation assistance resources