Job Title: Student Financial Aid Officer, Customer Service
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 51772
Department

The Office of Financial Aid

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf.

Responsibilities

Responsible for analyzing and interpreting the daily operations of student financial aid in accordance with federal, state and institutional policies. Serves as primary contact for in-person service for student financial aid inquiries and issues. Manages the development, coordinate and evaluation of phone/email communication and financial aid resources for the Office of Financial Aid. Makes decisions regarding financial aid eligibility; provides guidance and counseling on financial aid programs, process and requirements.
Responsible for interpreting and evaluating student financial aid resources and explaining the types of student financial aid available and/or offered to the student; the financial aid process, eligibility requirements and award packages. Manages the development, coordination, and evaluation of phone/email communication and digital Financial Aid resources available which aid in the dissemination of Financial Aid policies and practices. Serves as primary contact for in-person service for the Office of Financial Aid. Explains how financial aid is awarded, the difference between various aid programs, and the mechanism through which aid is applied to student accounts.
Interprets federal, state and university rules and regulations in relation to financial aid matters. Counsels financial aid applicants via phone and email regarding missing documents that prevent the institution from awarding a financial aid package; what it means to be selected for verification (by the federal government) and the impact that will have on the student’s award; and system checks that will hold student payment if there is any question regarding eligibility. Instructs students who request special consideration based on extenuating circumstances. Offers guidance regarding the process of requesting a higher award based on change in personal situation (i.e. establishing independent status, hardship based on recent loss of job) that could reduce the student’s government-calculated estimated family contribution (EFC). Offers guidance to students who request a higher award based on higher-than-average cost of attendance (COA) based on requirements of the academic department. Assists students with the process of initiating an appeal, if appropriate, or referring them to other resources which may be better positioned to provide assistance, both short- and long-term.
Assists with the creation and maintenance of an intranet site to provide notices, centralized calendaring, and support documentation for use across OFA, but especially for regular use within OFA Customer Service. Provides a regular cycle of training for OPS staff within email and phone communication section. Makes recommendation for system enhancements for the improvement of financial aid awarding and disbursement. Monitors, evaluates and verifies financial aid information for accuracy and efficient processing. Provides feedback and makes recommendations to senior leadership on topics of concern; helps craft messages designed to make the financial aid process clearer and succinct; and improve the quality of customer service.
Assists with coordinating student financial programs and other sections during peak times to support the goals of the Office of Financial Aid.

Qualifications

A Bachelor's degree and one year of experience, or a combination of post high school education and experience equal to five years. Experience should be relevant and related to the responsibilities of the job. Qualified candidates will possess the ability to prioritize and organize multiple work assignments simultaneously. Experience counseling and/or providing expertise and advice is required. Qualified candidates will have experience using Microsoft Word, Excel, and Outlook or comparable software. Candidates must attach a resume to be considered for the position.

Preferred

A Bachelor's degree in an appropriate area of specialization and one year of experience related to the responsibilities of the job are preferred. We seek energetic candidates who are detail-oriented, and who work well independently as well as in a team. Candidates should have the ability to review, analyze, formulate, and organize data and information and follow through on assignments. Applicants should be able to establish and maintain effective working relationships and should possess a strong sense of initiative while managing multiple responsibilities concurrently. Candidates should be able to communicate effectively both verbally and in writing.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

Learn more about our university and campuses.

Anticipated Salary Range

The anticipated hiring salary range will be in the mid to high 20's, commensurate with education and experience.

Pay Plan

This is an USPS (University Support Personnel System) position.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

Soft Money Funded Position

This is a soft money funded position, with renewal based on available funds and the needs of the University.

Schedule

If not otherwise specified, schedule is M-F, 8-5.

Criminal Background Check

This position requires successful completion of a criminal history background check. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Veterans' Preference

Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

IMPORTANT: To claim Veterans' Preference, select “yes” to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.

Click the links for eligibility information and required documentation, or call FSU Human Resources at (850) 644-6034.

Tobacco Free Campus

Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.