The SFS Customer Service Coordinator (Coordinator) is the forward-facing component for both Financial Aid and Student Accounts. This position reports to the Associate Director of Student Financial Services serves as the primary contact and support for students and families seeking financial aid and student account information. They will provide customer service in person, over the phone, via email, and other electronic formats. The Coordinator will be stationed at the front desk of the SFS Office and will supervise the student employees that are assigned to the office. The primary goal of this position is to assist in the recruitment and retention efforts of Fresno Pacific University, striving for excellent and timely customer service to ensure a positive student experience. Strong communication and time management skills, professionalism, adherence to student privacy, and the ability to work cohesively within a team in a fast-paced environment are crucial.
Student Financial Services provides student-centered assistance by working under Federal, State, and University guidance to enable students to enroll, manage their finances, achieve their academic goals, and graduate in a timely manner.
- Serve as primary point of contact for current and prospective students both in person and through various modes of communication including, but not limited to, phone and email
- Provide a variety of financial aid and enrollment related information to students and parents and assist students with student account-related functions
- Guide both prospective and current students through the entire financial aid process.
- Supervise SFS student employees
- Work in conjunction with the Associate Director to coordinate and review any awards on behalf of SFS Advisors to streamline appointments.
- Receive and review large volumes of paperwork for completeness and accuracy
- Prepare student files for verification and packaging review
- Final review of packaging of federal and state grants, federal loans, institutional scholarships/grants
- Responsible for the adjustment of financial aid based on enrollment
- Notify students of changes in eligibility of awards and alternatives to improve the situation
- Handle confidential material and communications
- Assist students seeking a tuition payment plan
- Ensure all account balances and installment amounts are accurate prior to disbursement processing dates
- Encourage and empower our students to utilize Fresno Pacific University’s online services and web pages
- Respond to inquiries in person, over the phone, and via email on issues pertaining to Financial Aid and Student Accounts in a timely and courteous manner
- Troubleshoot students or families’ issues as needed, provide follow-up, and refer issues to the appropriate personnel within the office
- Maintain familiarity with the different types of financial aid available, application deadlines, federal financial aid regulations, NCAA Division II regulations, tuition, fees, miscellaneous charges, payment policies, billing and financial aid deliveries for all programs, the refund process and account audits
- Collaborate with other service departments to enhance student relations (e.g. University Registrar, Admissions, and Academic Advising)
- Work independently and within a team, make sound business decisions, use acute attention to detail, and manage multiple and competing demands in a fast-paced office environment
- Maintain confidentiality with sensitive student information, always working within the right to privacy guidelines, and in observance of the Family Education Rights and Privacy Act
- Maintain working knowledge of university policies of other departments as they relate to Student Financial Services
- Represent Student Financial Services at open houses, registrations, orientations, and additional events as needed
- Counsel students on financial aid including application procedures, eligibility criteria, billing, financial aid, payment plans, deadline and tuition rates, balances due, payment options, payment amounts, and determining eligibility for funds
- Engage in collection procedures by various modes of communication, including phone, or other activities within Student Financial Services.
- Investigate disputed charges
- Travel to high schools and other agencies for recruitment and assistance on financial aid applications, when necessary
- Out of town or overnight travel to one or two financial aid workshops per academic year may be required
- Demonstrate a commitment to serving and inspiring students and colleagues in a context of a Christian University, integrating your Christian faith into your role and responsibilities.
- Embrace the mission, vision, and values of Fresno Pacific University, affirm the FPU Faith Expectations, and support the ideals and practices articulated in "The Fresno Pacific Idea”
- Uphold and advance Fresno Pacific University’s commitment to Christ-centered higher education, holistic student development, and serving diverse communities.
- Complete tasks timely with work that is comprehensive, complete, and accurate
- Communicates clearly, listens attentively, and seeks to understand others
- Collaborates productively with colleagues of varying skillset
- Other job duties as assigned
Required:- Demonstrated personal Christian faith and commitment to the Christian mission of the University
- Strong communication and interpersonal skills
- Customer service orientation and the ability to communicate effectively
- Excellent computer skills in a Microsoft Windows environment including, but not limited to, Word and Excel
- Demonstrated experience in leadership with demonstrated capacity to think strategically
- Willingness to work a non-traditional, flexible schedule as needed
- Willingness to attend regional and national trainings
- Ability to interact with people in a warm, professional manner
- Team player with ability to work with minimal supervision
- Ability to learn new technology
- Valid driver’s license and ability to drive to various appointments
- Demonstrated organizational capabilities, detail orientation, and the ability to handle multiple projects simultaneously
- Overtime may be required during peak processing times or outreach periods
Preferred:- Bilingual
- Experience in financial aid administration with knowledge of Federal Title IV awards and regulations as well as FERPA
- Experience with Colleague/Datatel
- Knowledge of basic accounting principles
- Experience with accounts receivable
- Educational or work experience in Christian college or university
Environmental Conditions:- Indoors in a normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes at least eighty percent (80%) of the time.
- Frequent computer use at a workstation, up to eight hours per day.
- Frequently work at a fast pace with unscheduled interruptions.
- Drive personal or University vehicles to appointments.
- Public contact position requiring professional apparel, personal hygiene, and grooming.
Physical Demands:- This position typically functions indoors in an office environment with light to moderate noise associated with business office equipment. The position may involve travel for meetings and events.
- While performing the duties of this job, the employee is regularly required to: remain in a stationary position 80 % of the time, be able to move about inside the office to access file cabinets/office machinery etc., operate a computer and keyboard and other office productivity machinery such as calculators/copy machines/printers. The employee is occasionally required to position self to reach items on the floor and in high cabinetry.
- The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Employee must be able to communicate with others to exchange information including both over the telephone and in-person communication with callers and community members and be able to read a computer screen and paper documents.
- Reasonable accommodations for those with disabilities will be provided in accordance with law.
$45,780.00 to $53,040 is the annual starting salary for this role and reflects what Fresno Pacific University reasonably expects to pay for this position.Actual compensation may vary based on qualifications, experience, and internal equity.In addition to compensation, FPU offers a competitive benefits package.
Reserving its rights as a religious institution, Fresno Pacific University is an equal employment opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, age or disability, or other classes protected by applicable law. Committed to excellence and actively supportive of cultural diversity, FPU invites individuals who contribute to such diversity to apply. If you need assistance or an accommodation due to a disability, you should contact FPU’s Human Resources Department athr@fresno.edu. As a religious institution, the University will administer the equal opportunity employment policy consistent with the Fresno Pacific University statement of faith, the FPU Idea and the University’s governance by the Pacific District Conference of Mennonite Brethren Churches.
*This information, including salary, is accurate as of March 13, 2026.
