Student Financial Services Coordinator

Student Financial Aid

JOB SUMMARY

This position serves as a primary point of contact for students, families, and visitors, providing guidance and support related to student accounts, financial aid, and university services. The role reviews, analyzes, and processes student financial and account information; accepts in-person and mailed payments; and responds to a broad range of inquiries. The position applies knowledge of university policies, procedures, and financial aid processes, including FAFSA, to provide accurate information and effective assistance. The incumbent is expected to deliver timely, professional customer service and contribute to a positive student experience.

PRIMARY RESPONSIBILITIES

Customer Service and Campus Resource Support - 30%

• Serve as the first point of contact for students, prospective students, families, and visitors in person and by telephone.
• Provide professional, student-centered service and maintain a welcoming environment for all customers.
• Assess individual needs and connect students and visitors with the appropriate department or campus resource.

Student Account and Financial Aid Guidance - 45%

• Review and analyze student account and financial information to respond accurately to questions and requests.
• Advise current and prospective students and their families regarding student accounts, financial aid processes, and FAFSA requirements.
• Explain applicable university policies, procedures, services, account activity, and available next steps.

Payment Processing and Recordkeeping - 15%

• Process student payments received in person and through the mail in accordance with established procedures.
• Maintain accurate documentation and records of payments, student interactions, requests, and outcomes.
• Protect the accuracy and confidentiality of student financial and account information while completing transactions and account-related work.

Issue Resolution and Communication - 10%

• Research and resolve student concerns, complaints, and account issues in a timely and effective manner.
• Communicate clearly and professionally with students, families, faculty, staff, and campus partners regarding questions and resolutions.
• Escalate complex or unresolved matters to the appropriate department or supervisor and provide relevant documentation for follow-up.

As with all positions, may perform other job-related responsibilities as needed to support departmental and campus-wide needs.

CORE COMPETENCIES

• Student-centered customer service
• Student account and financial aid knowledge
• Analytical review and problem resolution
• Payment processing and record accuracy
• Clear communication and attention to detail

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work is primarily performed in an onsite office and customer service environment with frequent interaction with students, families, visitors, faculty, and staff. The role requires regular use of a computer and telephone, review and processing of detailed financial information, and handling of in-person and mailed payments. The position involves sustained attention to detail, frequent communication, and the ability to manage a high volume of inquiries, including during peak service periods.

SUPERVISORY RESPONSIBILITIES

This position does not have formal supervisory responsibilities.

8:00 a.m. - 5:00 p.m., Monday - Friday, with some extended hours during peak volume times.

A Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge and skills can be acquired is necessary

• Strong verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Proficiency with office software and student information management systems
• Strong attention to detail and problem-solving skills
• Excellent customer service and interpersonal skills

$17.40 - $23.85

Grade: GGS-007
University Title: STUDENT SUPPORT SPECIALIST II
Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Application materials include a cover letter and resume. Finalists will be asked to provide references at a later date.
Applicants must combine all application materials into one PDF or Microsoft Word document and upload as a resume attachment to the UMSL Careers: https://www.umsl.edu/services/hrs/careers/index.html
Limit document name to 50 characters. Maximum size limit is 11MB. Do not include special characters (e.g., /, &, %, etc.). For questions about the application process, please email employment@umsl.edu. If you are experiencing technical problems, please email umpshrsupport@umsystem.edu

Employment visa sponsorship is not available for this position.

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please email the Office of Human Resources at umslhr@umsl.edu.