Customer Service Coordinator

Brown University is a leading research university distinct for its student-centered learning and deep sense of purpose. Our students, faculty and staff are driven by the idea that their work will have an impact in the world.

Brown University offers a flexible work/life balance; summer hours, winter break and a comprehensive Benefits package including time off, annual paid holidays; benefits offerings including health, dental, vision, tuition assistance, retirement, wellness, employee discounts and more.  To learn about Brown University’s benefits, visit the University Human Resources web page here for further information.

About the Opportunity:

The mission of Brown University is to serve the community, the nation and the world by discovering, communicating and preserving knowledge and understanding in a spirit of free inquiry, and by educating and preparing students to discharge the offices of life with usefulness and reputation. 

Responsibilities

The Customer Service Coordinator is responsible for providing the Office of Financial Aid (OFA) with administrative and logistical support, and acts as one of the first points of contact to over 45,000 financial aid applicants and their families each year. 

This position works in collaboration with the OFA team and other administrative offices to process institutional and federal financial aid and contribute to federal regulatory compliance. Manages a high volume of phone, email, and in person communications with students, parents, and campus administrators in a timely manner. Protects highly sensitive and confidential information, including but not limited to enrollment status, IRS tax information, and personal identity information. Uses judgment to determine when an individual inquiry must be escalated for further review and response. Coordinates appointments and event requests as needed

Handles copying, filing and mailing processes, as needed. Responsible for the upkeep and maintenance of various department functions, including supply management, purchasing, vendor payments, mailings, assisting with processing/projects, and other office responsibilities.

In collaboration with other OFA team members, evaluates existing processes and contributes to implementing new processes and protocols to increase ease and efficiency for the OFA staff, as well as students and families. 

This is a fully in-person position.

Qualifications:
 

Education and Experience

• Associate Degree and 3+ years of direct customer service experience or related experience, or equivalent combination of education and experience.

• Experience working in Financial Aid in a college or university setting, highly preferred. 

Job Competencies

• Proven dependability and punctuality, as demonstrated in prior employment.  

• Ability to task shift and prioritize workload while maintaining exceptional customer service and composure. 

• Ability to be flexible and organized in a constantly shifting environment with tight deadlines and high volume of activity

• Demonstrated ability to work with diverse customer populations and needs, especially in high stress and/or time sensitive situations. 

• Highly motivated contributor to the success of the Office of Financial Aid, including a passion for continuous learning and improvement.

• High expectations and standards for self and others to ensure an organized, professional front desk operation and image.

• Initiative and ability to work independently and as a member of a team to resolve problems and make improvements.

• Excellent interpersonal and communication skills, including an advanced command of the English language and grammar/etiquette. 

• Proven ability to perform with accuracy, confidentiality, and attention to detail to ensure compliance with all government and institutional privacy regulations/policies.

• Proficient in Microsoft and Google platforms. 

• Financial aid experience preferred.

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  Salary Grade:

  7

  Additional Information: 

  Applicants are asked to include a cover letter and resume. 

   

  All offers of employment are contingent upon successful completion of a background check.

  Brown University cannot provide visa sponsorship for this position.