Financial Aid Support Specialist - Customer Service Specialist Intermediate

Job Details

Working Title: Financial Aid Support Specialist
Job Class: Customer Service Specialist, Intermediate
Agency: Minnesota State

• Job ID: 96278
• Location: Moorhead
• Telework Eligible: No
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 08/12/2026
• Closing Date: 08/26/2026
• Hiring Agency/Seniority Unit: MN St Colleges & Universities / Moorhead State Univ-AFSCME
• Division/Unit: MnSCU Moorhead SU / MnSCU MHD Class Staff G-K
• Appointment Type: Unlimited, Full-time
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $21.12 - $28.01 / hourly; $44,098 - $58,484 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Work Area 6
• FLSA Status: Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

Job Summary:
This position exists to function as the customer service face and voice of the Office of Scholarship & Financial Aid (OSFA) via in-person, electronic (including social media), and phone. The position works extensively with students, parents, and others throughout the financial aid application and verification process; and processes financial aid documents to resolve discrepancies.

Responsibilities:
Provide customer service and reception via in-person, electronic, and phone contact. Maintain composure and tact during stressful situations. Be flexible and adaptive to change in policies, procedures, and operations.

• Create a welcoming environment for all customers.
• Explain and interpret financial aid program policies, procedures, and terminology for all customers.
• Refer non-routine questions and those with appointments to the appropriate person.
• Assist students and parents in the completion of financial aid documents.
• Provide timely responses to inquiries with accurate and appropriate information.
• Provide office scheduling as needed.
• Maintain and adequate supply of financial aid application forms.
• Maintain current procedures manual.

Process financial aid application documents and resolve discrepancies.

• Monitor the status of all aid applications and identify those that require review. Route applications for review as needed.
• Receive financial aid documents from a variety of sources (electronic, mail, and in-person); prepare and enter documents to financial aid processing systems; and route documentation as needed.
• Review application documents for accuracy and completion, identify items that need resolution, and forward for correction processing.
• Request incomplete and/or missing documentation from applicants via system-generation communications, electronic, or phone. Contact applicants and/or parents via electronic or phone communication for complex requests. Maintain regular communication until the correct documentation is received and the application is complete.
• Resolve discrepancies in University records with other departments.
• Participate in training opportunities to stay abreast of changes to application processing and changes to federal, state, and University policies and procedures. Communicate any relevant changes to student employees.
• Utilize technology to scan, verify the quality, and link documents to the correct student; and route documentation as needed.
• Maintain current procedures manual.

Hire, train, assign, supervise, and evaluate the work of student employees

• Train student employees to work independently to provide customer service via in-person, electronic, and phone communications; schedule appointments; and provide accurate answers to commonly asked questions.
• Maintain current procedures manual

Create content and monitor OSFA social media and other electronic communications (e.g. text messaging) in accordance with University policies and procedures.

• Create unique content and/or use content from legitimate, reputable organizations/businesses (e.g. MSUM, MinnState System, Federal Student Aid, National Association of Financial Aid Administrators, private lenders, loan servicers)
• Work in conjunction with MSUM Marketing, Admissions, and other campus partners as needed to coordinate messaging

Work and interact effectively with designated persons, supervisory staff, and all OSFA and University personnel.

• Function as a team member by cooperating with all personnel to ensure cohesive and effective office operations.
• Accept oral and written direction, and perform assigned duties in accordance within the parameters of supervisory instruction.
• Perform other duties as assigned.

Minimum Qualifications:

• Customer service skills sufficient to explain procedures, gather information, and respond effectively to customer inquiries.
• Knowledge of general office practices sufficient to perform administrative support, recordkeeping, and data entry functions.
• Communication skills sufficient to understand instructions, research information, and provide clear responses to customers.
• Ability to organize and prioritize work while maintaining accuracy and managing multiple tasks.
• Ability to maintain confidentiality and apply applicable policies, procedures, and regulations in daily work.

Preferred Qualifications:

• Work experience in a student financial aid office
• Knowledge of student financial aid application processes

Other Requirements:

• The successful candidate must be able to lawfully accept employment in the United States by the day employment begins. The University regrets that we are unable to offer H-1B sponsorship at this time.
• A completed application will include a resume and cover letter.

Qualifications

Application Details

How to Apply

To view the full job posting and to apply please go to: https://minnstate.wd115.myworkdayjobs.com/Minnesota_State_Careers/job/Moorhead/Customer-Service-Specialist-Intermediate_JR0000005534

Contact

If you have questions about this position, contact Kimberly Voxland at kim.voxland@mnstate.edu or 218-477-2152.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Kimberly Voxland at kim.voxland@mnstate.edu.

About Minnesota State

Minnesota State Moorhead is a vibrant community that pushes you to forge your own path. Help shape a campus where students thrive, connect, and lead!

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Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

Other Information

Employment information for this position can be found in its collective bargaining agreement or its plan document at http://mn.gov/mmb/employee-relations/labor-relations/Labor/.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State is an equal opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.