Customer Service Representative

The Customer Service Representative plays a critical role in supporting students, families, and prospective students throughout the financial aid process. This position provides counseling regarding financial aid applications, eligibility requirements, federal regulations, and available aid programs. The representative analyzes student aid information to support accurate awarding of federal and state financial aid, reviews verification documentation, assists with award adjustments, and supports professional judgment processing. This position also serves as Co-Manager of the Financial Aid departmental mailbox, ensuring timely and accurate communication with students, families, and campus partners. Additionally, the incumbent serves as the backup to the OnBase Lead/Document Manager, supporting document imaging, indexing, retrieval, and staff training. The position represents the Office of Financial Aid and Scholarships through presentations, outreach activities, FAFSA completion events, and educational workshops both on and off campus.