Customer Service Representative

Job Description

Job Description

Customer Service Representative

We are looking for a Customer Service Representative to join a university-focused team in Englewood, Colorado in a contract opportunity with the potential to become permanent. In this role, you will guide students through financial aid and account-related questions while delivering thoughtful, service-driven support across phone, email, and administrative channels. This position is ideal for someone who enjoys helping others, works well with detailed information and numbers, and can adapt quickly in a collaborative environment that values student success.

Responsibilities:

• Support students with clear guidance on available funding pathways, including federal aid, private loans, grants, and other payment-related resources.

• Address incoming questions about award status, required forms, account balances, refunds, billing matters, and related financial aid concerns through phone and email communication.

• Complete day-to-day processing tasks by updating student information, entering accurate data, and maintaining records within university platforms.

• Assist with payment-related interactions, including accepting credit card transactions and responding to general student account inquiries.

• Help students understand next steps in the aid process by explaining requirements, timelines, and documentation in an approachable and thorough manner.

• Contribute to a positive campus experience by occasionally participating in student engagement efforts and providing campus tour support when needed.

• Build strong working relationships with colleagues across multiple locations using effective virtual communication and a team-oriented approach.

• Use Microsoft Office applications and AI-enabled tools to manage tasks efficiently, improve accuracy, and support evolving service processes.

• At least 2 years of experience in customer service, student support, financial services, or another fast-paced, high-volume environment.

• Strong verbal and written communication skills with the ability to handle inbound and outbound interactions professionally.

• Comfort working with detailed records, numeric information, and data entry responsibilities with a high level of accuracy.

• Ability to learn new systems independently and apply sound judgment when procedures are not always clearly defined.

• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.

• Familiarity with Microsoft Copilot or other AI-supported tools, with openness to using technology to enhance productivity.

• Demonstrated problem-solving skills, patience, and a service-minded approach when assisting students or customers.

• Direct financial aid experience is helpful, but candidates with transferable backgrounds in banking, lending, mortgage, credit unions, or related fields are also encouraged to apply.