STAFF SPECIALIST, UNDERGRADUATE FINANCIAL AID
Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
Staff Specialist (Job code: 0313, Job level: 08)
As the first point of contact for both prospective and current students, Duke Financial Aid’s staff specialists provide answers and guidance on the financial aid process to thousands of students and their families each year. Tasked with responding to email inquiries, answering all inbound calls, and managing the flow of documentation submitted directly to the office from aid applicants, the staff specialist serves a vital role in representing the office and providing aid information to the public. The right candidate for the role will be a clear communicator who is able to handle a high volume of student inquiries while maintaining a consistently warm and professional tone. The staff specialist will need to be able to express complex aid processes in easy-to-understand steps and guide students through their annual application processes.
The staff specialist will serve as one of three team members in similar roles and will report to the Sr. Associate Director for Service. In addition to email and documentation duties, this role will also support the Assistant Vice Provost and Director in scheduling meetings and other logistical tasks.
Work to be Performed
The Staff Specialist will be responsible for:
- Handling inbound calls, returning voicemails, and greeting walk-in visitors
- Answering email inquiries to the main financial aid address
- Processing documentation submitted to the aid office through secure upload, fax, and mail
- Apprising the supervisor of the status of current activities, relaying common themes in student questions/inquiries, and make recommendations for solutions to identified problems
- Plan and schedule work priorities in accordance with program goals and objectives and deadlines. Plan and execute the distribution of reports and information as required.
- Act as a liaison to appropriate personnel, University Departments and outside sources to obtain and provide pertinent information and to answer inquiries concerning program activities.
- Abide and enforce all confidentiality and security requirements in working with sensitive data
- Perform other related duties incidental to the work described herein. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required.
Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of postsecondary education.
Work generally requires three years of clerical or research experience to acquire skills in administrative or project research responsibilities as well as accepted office organization, communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.