Customer Service Representative

Job Description

Job Description

Customer Service Representative

We are looking for a student-focused, detail-oriented individual to join a university team as a Customer Service Representative in a contract-to-permanent position. In this role, you will guide students through financial aid and account-related questions while delivering clear, supportive service across phone, email, and internal systems. This opportunity is well suited for someone who enjoys solving problems, working with detailed information, and helping students make informed financial decisions. You will also contribute to administrative accuracy and collaborate with colleagues across campuses in a service-driven educational environment.

Responsibilities:

• Guide students through available funding pathways, including federal aid, private financing, and grant opportunities, with clear and accurate explanations.

• Address questions related to award progress, loan arrangements, refunds, billing matters, and outstanding documentation through phone, email, and other service channels.

• Complete financial aid and student account transactions while updating records and entering information accurately in university platforms.

• Receive and process credit card payments and provide support for a range of student account concerns.

• Assist with student outreach and engagement efforts, including occasional campus visit support when needed.

• Partner with colleagues across multiple locations to ensure consistent service and effective communication for students.

• Learn institutional policies, reference materials, and digital resources independently to build strong knowledge of procedures and requirements.

• Use technology tools, including Microsoft Office applications and AI-supported resources, to improve efficiency, communication, and daily task management.

• At least 2 years of experience in customer service or a related support role, preferably in education, banking, lending, mortgage, credit union, or financial services settings.

• Ability to communicate professionally and empathetically with students through inbound and outbound calls as well as email correspondence.

• Strong attention to detail with confidence working with numbers, records, and data entry tasks.

• Demonstrated problem-solving skills and the ability to make sound decisions in a fast-paced environment.

• Proficiency with Microsoft Office, including Excel, PowerPoint, and Teams, along with comfort using AI-enabled tools such as Microsoft Copilot.

• Capacity to learn new systems quickly and work effectively with limited formal training resources.

• A patient, service-oriented approach and genuine commitment to supporting student success.

• Comfort working in a collaborative environment that values adaptability, continuous improvement, and openness to change.