Customer Service Specialist – Financial Aid

Arizona State University

Customer Service Specialist interacting with students regarding financial aid inquiries at ASU. Assisting with documentation and technical troubleshooting support for the institution's mission.

Posted 7/10/2026full-timeTempe • Arizona • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in financial aid policies and procedures, along with a strong commitment to customer service excellence. Capable of utilizing technology and AI to enhance service delivery while fostering a positive and inclusive environment.

Highest-signal resume keywords

Financial Aid Customer Service ExperienceKnowledge of Financial Aid PoliciesExperience with Call Tracking SystemsMicrosoft 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 PoliciesCall Tracking System LoggingData Entry AccuracyTechnical Troubleshooting

Soft Skills

EmpathyCompassionEmotional IntelligenceEffective CommunicationTeam Collaboration

Tools & Technologies

Microsoft Office ApplicationsAI Utilization

Certifications & Qualifications

Degree Work in Related Field

Industry Keywords

Customer ServiceDiverse BackgroundsSustainability ProgramsPsychologically Safe EnvironmentStudent Success

About the role

Key responsibilities & impact

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.
Resolves basic issues, general concerns and inquiries through phone, email and chat regarding Financial Aid and Scholarship Services (FASS), and Student Business Services (SBS) processes and policies.
Assists with self-service activities to ensure customer comprehension and satisfaction regarding FASS and SBS questions, policies and procedures.
Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
Participates in, and contributes to, scheduled and ad hoc training in order to improve university policy and processes.
Establish trust through commitment to ASU and student success and adherence to policies and procedures.
Delivers unparalleled personalized customer service by attentively addressing individual needs and preferences, ensuring each interaction is tailored to exceed expectations and leave a lasting positive impression.
Understands and satisfies customer needs and capitalizes on opportunities to improve customer service and satisfaction.
Utilizes a variety of resources to thoroughly research questions and promptly respond to customer inquiries with accuracy and efficiency, ensuring a comprehensive understanding of their needs is met.
Document customer interactions with attention to detail, ensuring accuracy and completeness.
Inputs data and ensures the accuracy of all information entered into the system.
Performs other related duties as assigned.
Collaborate across teams and actively participate in ET/ASU events and programs.
Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Requirements

What you’ll need

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Degree work or certification work in a closely related field.
Experience in a financial aid customer service environment.
Experience answering high volume customer service inquiries from students of diverse backgrounds via telephone, email, and/or chat.
Experience in logging customer information into a call tracking system.
Demonstrated knowledge of financial aid policies and procedures.
Demonstrated knowledge of student business services policies and procedures.
Experience using Microsoft Office applications.
Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
Demonstrated ability to model empathy, compassion, and emotional intelligence.
Experience in a values-driven organization with a strong commitment to inclusion and belonging.
Ability to cultivate a psychologically safe environment where all team members can thrive.
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Benefits

Comp & perks

Access to professional development and hands-on learning
Workday Learning courses covering a variety of topics
Tuition reduction for degree programs at ASU
Opportunities for manager-approved specialized training and certifications based on department needs
Flexible work options may be available after successfully completing the initial 90-day training period.
Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location.