Fresno State campus

Financial Aid Counselor III - Customer Service Lead

Apply now Job no: 523755
Work type: Staff
Location: Fresno
Categories: Unit 4 - APC - Academic Professionals of California, Finance/Accounting, Probationary, Full Time, On-site (work in-person at business location)
Position Description

Financial Aid Counselor III - Customer Service Lead

(Student Services Professional III)

Compensation and Benefits

Anticipated Hiring Salary: $5,025 per month

Full CSU Classification Salary Range: $5,025 - $7,159 per month

  • This is a full-time, probationary, exempt position.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 14 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here.


Job Summary

The Financial Aid Office at Fresno State awards over $250 million annually to students and is responsible for adhering to federal, state, and campus policies and procedures for the processing of student aid. Under the supervision of the Associate Director of Financial Aid and Scholarships, the Customer Service Lead will contribute to student educational success by leading the customer/student service areas of the Financial Aid and Scholarships office, which include the Student Center windows and Phone Center, providing information and guidance to students. Additional primary duties include thinking creatively about communicating with students and providing information and outreach to students and campus partners. Serves as a liaison for various colleagues/departments across campus. The Customer Service Lead will collaborate with the Associate Director and Director of the office looking for opportunities for improvement in processing and the student experience.


Key Qualifications

  • Thorough knowledge of effective principals, practices, and techniques related to motivating and leading employees.
  • General knowledge of advanced statistical or research methods to collect and analyze data for data driven decisions with ability to present clear and concise information both orally and in written form.
  • General knowledge of federal and state financial aid regulations.
  • General knowledge of financial aid administration requirement of federal, state and campus funds.
  • Knowledge of computer office systems and ability to use a broad range of technology, systems, and software packages (Microsoft Office Suite, Google apps).
  • Ability to motivate and lead teams.
  • Ability to assess, present and evaluate training needs to meet organizational goals.
  • Ability to provide outstanding customer service.
  • Ability to carry out very complex assignments without detailed instructions, and apply effective problem solving skills demonstrating sound judgment.
  • Ability to advise staff and/or students individually or in groups on varied and complex financial aid matters.
  • Determine the appropriate course of action and proper techniques to utilize while engaged with individuals and groups in personal interactions of a sensitive nature.
  • Ability to work effectively in a team-based environment with flexibility to adjust priorities quickly.
  • Ability to work effectively with individuals from diverse ethnic, cultural, and socio-economic backgrounds.
  • Ability to research and analyze data and prepare justifications and recommendations.
  • Excellent verbal and written communication skills with experience in making formal and informal presentation.
  • Have a positive history of attendance, punctuality, and performance evaluations.

To view the full list of qualifications and job responsibilities, please click the Position Description button above.


Education and Experience

  • Equivalent of three years of progressively responsible professional student services work experience. One year in the Financial Aid area preferred. A master’s degree in Student Affairs, Higher Education, Counseling, or a directly related field may be substituted for one year of experience. A doctorate degree and the appropriate internship or clinical training in counseling or guidance may be substituted for the three years of experience for positions with a major responsibility for professional career or personal counseling.
  • Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate course work in counseling techniques, interviewing, and conflict resolution where such are job-related.
    • Preferred Skills:
      • Master’s Degree in a related field of study from a regionally accredited college or university.
      • Supervisory experience.
      • Experience with PeopleSoft Student.
      • Knowledge of financial aid technology in a higher education setting.
      • Experience working at a CSU Campus, with an understanding of CSU policies and processes.


Supplemental Information

This is a full-time exempt position where times of more than a 40-hour workweek will be expected. This position is designated as a security-sensitive position. The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements as a condition of employment.  


Department Summary

Our division will be leaders in facilitating access, opportunity, and success for students.  Financial aid, in its simplest definition, is financial assistance intended to aid students in reaching their educational goals. This assistance may come in a variety of forms such as grants, scholarships, work-study and loan programs.


Deadline & Application Instructions

Applications received by January 26, 2023 will be given full consideration by the search committee.

  • Applications received after that date will be forwarded at the request of the Hiring Manager and/or search committee.

Please click “Apply Now” to complete the employment application for California State University, Fresno. Interested applicants must complete the application and attach the following: 1) their most recent resumé/vitae, 2) a cover letter that addresses their specific qualifications and interest, and 3) contact information for three professional references.


Fresno State

California State University, Fresno is one of 23 campuses in the California State University System. The University's mission is to boldly educate and empower students for success through our values of Discovery, Diversity and Distinction. The current student population is more than 25,000, including a large percentage of students with diverse and culturally rich backgrounds. The University serves the San Joaquin Valley while maintaining deep involvement with the state, nation, and across the globe.

Metropolitan Fresno, with a multi-ethnic population of over 527,000, is located in the heart of the San Joaquin Valley. The campus is within driving distance of Yosemite, Kings Canyon and Sequoia National Parks, San Francisco, Los Angeles, the Monterey Peninsula, beaches, sailing, lakes, and numerous ski resorts. Fresno boasts one of the most reasonable housing markets in California and offers a wide array of locally grown fruits and produce.


Equal Employment Opportunity Information

California State University, Fresno is committed to maintaining and implementing employment policies and procedures in compliance with applicable state and federal equal employment opportunity laws and regulations. Executive Orders 1096 and 1097 prohibit discrimination, harassment, and retaliation on the basis of a protected status: race, color, religion, national origin, ancestry, age, sex (including gender identity), sexual orientation, marital status, pregnancy, mental disability, physical disability, medical condition and covered veteran status. Fresno State's commitment to diversity informs our efforts in recruitment, hiring, and retention. We are proud to be an affirmative action and equal opportunity employer.


Vaccination Interim Policy

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at and questions may be sent to


Supplemental Information

Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with California State University, Fresno. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment. Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Fresno State has identified as sensitive.

The person holding this position is considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" under the California State University's Conflict of Interest Code. This will require the filing of a Statement of Economic Interest on an annual basis and the completion of training within six (6) months of assuming office and every two (2) years thereafter.

Fresno State is a tobacco-free, smoke-free and vapor-free campus.

Fresno State is not a sponsoring agency for staff or management positions. (e.g. H1-B Visas)

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