Financial Aid Coordinator & Systems Support

The hiring organization has chosen to publish this listing anonymously to maintain confidentiality during the hiring process. They have provided Idealist with all of their organization’s details and currently meet our posting guidelines.

The Financial Aid Coordinator & Systems Support serves as the primary point of contact for internal CRM users, providing exceptional customer service and technical support through the organization's ticketing system. This role is responsible for managing, triaging, troubleshooting and resolving user-reported issues and questions related to the CRM platform and associated business processes. The specialist works closely with stakeholders and system administrators to ensure timely issue resolution, maintain high levels of user satisfaction and support the effective adoption and utilization of CRM capabilities across the organization.

The ideal candidate is customer-focused, highly organized and proficient in managing support queues, documenting solutions and identifying trends that drive continuous improvement. This position plays a critical role in maintaining system effectiveness, promoting best practices and ensuring users have the resources and support needed to perform their responsibilities efficiently.

Role & Responsibilities:

• Serve as the primary contact for member-submitted online support requests.
• Manage the Customer Relationship Management software help desk for staff, providing timely and high-quality support to address technical and operational issues.
• Collaborate with departments and leadership to identify reporting needs. Develop and maintain reports that clearly present enrollment and revenue data for membership and activities.
• Oversee the preparation and submission of all third-party membership reports.
• Diagnose and resolve system-related issues with a strong emphasis on customer service and user satisfaction.
• Assist the Accounts Receivable and departments with membership and program enrollment tasks, including fee adjustments, attendance updates, credits, and chargebacks.
• Design, maintain, and deliver targeted training sessions and materials for staff to ensure effective use of Customer Relationship Management software
• Analyze support ticket trends and collaborate with the supervisor to identify and address recurring issues.
• Support the ongoing maintenance and accuracy of the Customer Relationship Management database.

Minimum Qualifications & Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years of experience in application support, help desk, CRM support or related customer support role.
• Experience working with ticket management systems.
• Strong attention to detail and commitment to data accuracy.
• Strong analytical, problem-solving and organizational skills.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with cross-functional teams and provide exceptional customer service.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Strong proficiency with CRM systems and technology, including standard business software (Microsoft Office suite or equivalent)

We offer a competitive compensation and benefits package, which includes medical, prescription, dental, and vision coverage. We also offer generous paid time off (PTO), paid sick leave, paid holidays, a legal plan, long-term disability, life insurance, 12% retirement benefits upon eligibility, a 403 (b) plan, an employee assistance program, professional development opportunities. Full-time employees may be eligible for the Public Service Loan Forgiveness (PSLF) program.