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Service Provider

Syracuse University
New York, United States
Salary Not Specified
Posted Date
Sep 12, 2022
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Posting Details

Posting Details

Job # 038948 Department Code 23623-1009 Department Office of Financial Aid Job Title Service Provider Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S3 FLSA Status Non-exempt Hours
Standard University business hours

8:30am – 5:00pm (academic year)

8:00am – 4:30pm (summer)

Hours may vary based on operational needs. Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description
The Financial Aid Service Provider is part of a team that supports Syracuse University’s effort to attract and retain qualified students by providing excellent customer service to a diverse population of prospective and enrolled students and their parents on matters pertaining to financial aid and scholarships. Service Providers are the first point of contact for students and families and screen all inquiries to the Office of Financial Aid and Scholarship Programs. This position works in a high-volume and fast-paced environment to apply knowledge of swiftly changing federal regulations and institutional requirements to each student with whom they interact.

This position is anticipated to be filled on a fully remote basis. Not all geographical areas within the United States are eligible. Qualifications
  • Associate’s Degree.
  • Customer service experience in a high-volume workplace is preferred.
  • Must be able to function as a team member in a high-volume, high-stress, flexible work environment as well as the ability to perform tasks independently.
  • Requires effective articulation and customer service skills to disseminate financial aid information.
  • Attention to detail and confidentiality are essential.
Job Specific Qualifications
  • Strong and consistent customer service mindset.
  • Excellent listening, verbal and written communication skills.
  • Must possess a patient, friendly, and flexible attitude and be able to function well as a team member in a high-volume, high-stress, fast paced and flexible work environment while paying close attention to detail.
  • Should take initiative and be able to work independently and prioritize workload with little guidance.
  • Sensitivity to the emotional nature of discussions related to finances, and the ability to balance requirements of federal, state, and institutional programs with concepts of customer service.
  • Excellent ability to de-escalate emotionally charged situations.
  • Commitment to diversity, equity and inclusion for students and staff. This includes but is not limited to: fostering an office environment that allows students and staff of different backgrounds and identities to feel safe, accepted, and understood; helping students with financial aid and financial literacy education to overcome barriers to college attainment; and helping develop and further initiatives in this area.
  • Availability for overtime during peak award season to provide the best possible customer service.
Respond to inquiries by phone (appx 40,000-50,000 incoming calls annually), email, virtual channels (Zoom lobby and chatbox), and in person with prompt, efficient and courteous attention. Provide clear and helpful financial aid information effectively to prospective and current students and their families. Determine appropriate level of information to share based on federal data sharing guidance and office policy. Verify identity of all incoming calls via our Higher Education Authorization ( HEA ) authentication process. Direct inquiries to the appropriate counseling staff if necessary. This position must be able to balance the large volume of incoming questions, many often repetitive, with excellence, treating questions from the 100th caller of the day with the same courtesy and patience as the first.

Our service providers are in communication with the largest volume of students and families, so they are best equipped to identify common questions that need clarification and provide suggestions in improving communications to families, to identify early issues with policy or process changes through the questions they receive, and to provide feedback on how we can improve the experience we provide to our prospective and currently enrolled students and their families. Physical Requirements
Not Applicable Tools/Equipment
Not Applicable Application Instructions
In addition to completing an online application, please attach a resume and cover letter. About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal. EEO Statement
Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Commitment to a Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity. Quick Link Job Posting Date 09/12/2022 Application Deadline Full Consideration By Job Category Staff Message to Applicants
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