10018277 Customer Service Representative I

Staff Application - please complete and email with supporting documents
School/Department: Financial Aid
Primary Location: Macon
Position: Staff
Job Type: Full Time
Position Close Date: Until Filled

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.

Major Duties:

  • Provide direct customer assistance to prospective and current students with information about financial aid and student payment information.
  • Convey accurate information to students as it relates to financial aid application and payment deadlines.
  • Assists students in the completion of the Free Application for Federal Student Aid(FAFSA).
  • Updates financial aid processing system when student document requirements are submitted.
  • Respond to emails sent to the financial aid office email account or disseminate appropriately.
  • Receive, log, scan, and index documents via imaging system.
  • Analyze and determine statuses of applications and forms.
  • Notify students of special circumstances and Satisfactory Academic Progress (SAP) Appeal decisions.
  • Determine eligibility and assists financial aid advisors with awarding grants and scholarships.
  • Post scholarship eligibility information to student accounts.
  • Understand current Financial Aid and Bursar policies and procedures and how they impact the student enrollment process.
  • Maintain confidentiality of student records in compliance with the Family Education/Rights and Privacy Act (FERPA).
  • Assist financial aid staff with verification, packaging, and finalizing award offers
  • Respond in a timely manner to inquiries regarding financial aid and student account balances.
  • Maintains office files and records.
  • Assists with entrance and exit student loan counseling requirements.
  • Collaborate with departmental personnel to ensure a seamless and efficient work flow in the office.
  • Maintains office inventory supply.
  • Review and recommend updates to the MGA financial aid website.
  • Assist in making outbound phone calls to new and current students relating to enrollment processes (completing financial aid process and fee payment calls).
  • Perform other reasonable duties as assigned to ensure efficient operations in the Office of Financial Aid.

Knowledge Required By the Position:

  • Proficiency with computers and computer applications including Microsoft Office, position specific applications, and email.
  • 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.
  • 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.
  • Demonstrated commitment to student service and success and ability to provide service for individuals as well as diverse enrollment groups.
  • The incumbent must be flexible, adaptable to changes and able to work effectively in a fast-paced, customer driven environment.
  • Demonstrated mathematical aptitude and strong attention to details.

Supervisory Controls:

  • The Financial Aid Director assigns work in terms of general instructions. The position will be supervised by the Assistant Financial Aid Director to ensure compliance with procedures, accuracy, and the nature and propriety of final results.


  • Guidelines include the ability to answer questions and diffuse customer grievances in-person and email. The incumbent must follow department and university guidelines which require judgement, selection, and interpretation in application.

Complexity/Scope of Work:

  • The work consists of general to specific information relayed to students/parents regarding financial aid file processing and student payment information.
  • The purpose of this position is to provide receptionist and clerical support for the Office of Financial Aid.
  • This position serves as a liaison between the student and other financial aid office personnel
  • Success in this position contributes to the overall efficiency of the Office of Financial Aid and effectiveness of the university’s mission.


  • Contacts are typically with students, parents, co-workers, and other university stake holders.
  • Contact is typically to provide services; to give or exchange information; and to resolve problems.

Physical Demands/Work Environment:

  • The work is typically performed will sitting at a desk or table in a call center environment

Supervisory and Management Responsibility: None


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

  • One or more years of previous office experience
  • Previous work experience in a higher education or direct contact customer service work setting 

TO APPLY: Application materials should be emailed as a Microsoft Word or Adobe.pdf attachment to: recruitment@mga.edu with the subject line “10018277 Customer Service Representative I 8.24.2021”.  Application materials are to include a resume, an MGA Staff application; a letter of interest; and three professional references.  Paper application materials will not be accepted. 

Background checks will be conducted on all final candidates

Staff Application - please complete and email with supporting documents

A Unit of the University System of Georgia