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Financial Aid Coordinator (Processing and Call Center Unit) at Towson University

7 Jun 2022 11:14 AM | David Horne

Job Summary

The Financial Aid Coordinator will manage the Financial Aid Office Processing Unit, which includes our document processing, Call Center, live chat service, and front counter. Ensure accurate aid processing and excellent customer service. Supervise all Processing Unit staff. Supervise document intake and imaging processes. Send all outgoing weekly and periodic mass emails to students and parents. Manage the Financial Aid Office's departmental budget.


  • Manage and supervise all financial aid processing which includes document intake, review, data entry, and document imaging. Ensure prompt and accurate processing.
  • Manage all Processing Unit customer service including phone calls, live chat, email replies, and the front counter. Ensure friendly and prompt service, accurate and complete guidance on all aid policies and processes, and appropriate referrals to financial aid advising and other department staff. Help unit staff troubleshoot student’s problems and assist callers who need to speak to a supervisor.
  • Directly supervise four Financial Aid Processors and the Call Center Supervisor, and indirectly supervise one Call Center Representative and many student employees. Lead unit and ensure team success. Manage workload and coordinate coverage. Audit individual and unit performance.
  • Help develop unit procedures, train staff, and lead team meetings.
  • Serve as the Aid Processor for a small portion of our student population.
  • Help to provide direct customer service by phone, live chat, email, and our front counter.
  • Send all outgoing weekly and periodic mass email notices to students and parents.
  • Manage the Financial Aid Office’s expenses budget (Not aid program budgets).
  • Manage our use of the Perceptive Content document imaging system.

Required Qualifications

  • Bachelor's degree
  • Two years of Financial Aid experience or experience managing a customer service team that includes high volume phone service.
  • Supervisory experience
  • Excellent customer service skills and leadership skills. 
  • Ability to quickly learn and teach new aid procedures and software.

Preferred Qualifications

Experience with PeopleSoft student information system.

Salary and Benefits

Additional Information

If you are motivated, innovative, and team-oriented, we would love to hear from you.  For consideration, please submit a cover letter and resume with your online application.

This position will be open for a minimum of 14 days.  Apply at: 



The safety of our students, faculty, staff, and neighbors has been our top priority and the focus of every one of our decisions since the earliest days of the COVID-19 pandemic. The University System of Maryland (USM) has recently determined that mandating a COVID vaccine for all faculty, staff, and students at all schools in the USM is both a reasonable and necessary means of protecting our health and safety. As a prospective hire at TU, proof of your full COVID-19 vaccination must be demonstrated before you begin employment with the University.

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