Job Title: Customer Service Representative I - Office of Financial Aid
Location: MGA - Macon
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 252268
About Us

Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,000 students is largely comprised of students from most of Georgia's 159 counties. The University has six academic schools, including Georgia's flagship aviation university, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the region through professional leadership, innovative partnerships and community engagement.

Job Summary

The Customer Service Representative I assists students and University constituents in-person and through online communication and is the primary point of contact for the Office of Financial Aid. This position is responsible for educating current and potential students on financial aid policies and procedures including federal and state aid eligibility. The Customer Service Representative must be a motivated, self-directed office professional who possess excellent communication and organizational skills.

Responsibilities

Duty 1 -

Provides direct customer assistance to prospective and current students with information about financial aid and student payment information.

Duty 2 -
Conveys accurate information to students as it relates to financial aid application and payment deadlines.

Duty 3 -
Assists students in the completion of the Free Application for Federal Student Aid(FAFSA)

Duty 4 -
Updates financial aid processing system when student document requirements are submitted

Duty 5 -
Responds to emails sent to the financial aid office email account or disseminate appropriately

Duty 6 -
Receives, logs, scans, and indexes documents via imaging system.
Duty 7 -
Analyzes and determines statuses of applications and forms.
Duty 8 -
Notifies students of special circumstances and Satisfactory Academic Progress (SAP) Appeal decisions.
Duty 9 -
Determines eligibility and assists financial aid advisors with awarding grants and scholarships
Duty 10 -
Posts scholarship eligibility information to student accounts
Duty 11 -
Maintains confidentiality of student records in compliance with the Family Education/Rights and Privacy Act (FERPA).
Duty 12 -
Assists financial aid staff with verification, packaging, and finalizing award offers
Duty 13 -
Responds in a timely manner to inquiries regarding financial aid and student account balances.
Duty 14 -
Maintains office files and records
Duty 15 -
Assists with entrance and exit student loan counseling requirements
Duty 16 -
Collaborates with departmental personnel to ensure a seamless and efficient work flow in the office.
Duty 17 -
Maintains office inventory supply
Duty 18 -
Reviews and recommends updates to the MGA financial aid website.
Duty 19 -
Assists in making outbound phone calls to new and current students relating to enrollment processes (completing financial aid process and fee payment calls).
Duty 20 -
Performs other reasonable duties as assigned to ensure efficient operations in the Office of Financial Aid

Required Qualifications

Educational Requirements
Ability to read, write, and perform mathematical calculations at a level commonly associated with the completion of a high school or equivalent.

Required Experience
Sufficient experience to understand basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having a similar position for one to two years.

Preferred Qualifications One or more years of previous office experience

Previous work experience in a higher education or direct contact customer service work setting.

Knowledge, Skills, & Abilities General knowledge of current institution state and federal regulations pertaining to the collection, maintenance, and release of information.

Knowledge of student information systems used in higher education such as Banner, Campus Logic, or comparable software.

Demonstrated commitment to student service and success and ability to provide service for individuals as well as diverse enrollment groups.

Demonstrated mathematical aptitude and strong attention to details.

Effective communication (verbal and written), human relations, and organizational skills.

Exceptional skills in customer service, problem solving, and public relations

Skill in prioritizing and organizing work

Proficiency with computers and computer applications including Microsoft Office, position specific applications, and email.

The incumbent must be flexible, adaptable to changes and able to work effectively in a fast-paced, customer driven environment.

Understands current Financial Aid and Bursar policies and procedures and how they impact the student enrollment process.

Background Check Offer of employment is contingent upon a successful background check.

Other Information The minimum annualized salary for this position is $26,392. This position is non-exempt (hourly paid) and includes full benefits.