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Job Req ID:  61277

Client Services Specialist

The Student Financial Services Department seeks a Academic Services Specialist  who will be a team member in the Client Services unit which is responsible for providing information to students/parents about federal, state and institutional financial aid programs. This position also provides significant support for data and document processing for the Homewood Financial Aid Office. The position works collaboratively with other Client Services team members and reports to the Sr. Associate Director, Tech Ops and Scholarships.


Specific Duties & Responsibilities:

  • Manage incoming emails (cases) for the Homewood financial aid office received through the Salesforce Student Case Management system adhering to the established university timeframe for responding to inquiries. Management includes a) responding to general and basic inquiries from students, parents, faculty and staff about the financial aid process. b) Assigning cases which require advisor review to the appropriate staff member.
  • Configure, test, and send high volume, system generated e-mails to students and families on a regular basis throughout the award year.
  • Manage OnBase Document Processing workflow.  Index and post incoming confidential documents to individual student records in OnBase and PowerFAIDS.
  • Generate weekly reports and resolve database issues such as SSN mismatches between SIS (the system of record) and PowerFAIDS, CSS Profile/ISIR/IDOC ID mismatches for successful data imports, Missing Custom Data report, etc to ensure accurate PowerFAIDS student records.
  • Assist with entering data into Blackbaud Award Management system for endowed scholarship processing.
  • Serve as the “backup” for tasks and duties performed by the Academic Services Specialist in the Title IV area. Tasks include, but are not limited to, resolving specific Federal comment code issues, resolving ISIR student data issues for, processing Americorps requests.
  • Keep abreast of constantly changing Title IV regulations, along with state and institutional policies and procedures.
  • Internal and external contacts required as part of the job: This position communicates internally with all the Homewood Student Affairs offices and specifically on a regular basis: Registrar, Student Accounts, Admissions, Student Employment, JHU divisional development offices. Externally, this position communicates with undergraduate students and parents.


Minimum Qualifications (Mandatory):


  • High School/ GED.
  • Some college course work preferred.
  • Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.



  • Highly organized individual with three years administrative/academic related experience required.
  • Substantial experience with Microsoft products (Word, Excel, Outlook, etc.) required.
  • At least one year of experience within a financial aid office including working knowledge of the FAFSA and CSS Profile desired.
  • Prefer experience with OnBase, PowerFAIDS, Salesforce, DocuSign, BlackBaud, ELM.


Special Knowledge, Skills, or Abilities:

  • Be highly organized with ability to work with minimal supervision on routine and daily tasks.
  • Be flexible and comfortable with an ever-changing environment, and open to assigned special projects.
  • Ability to maintain strict confidentiality.
  • Participate as an active member of a larger Client Services team with the goal of providing exceptional customer service.
  • Under a sometimes stressful and emotionally charged environment, stay positive and professional when interacting with students and parents. Calmly handle and resolve difficult situations, as well as exercise good judgment when referring students/parents to other staff members for successful resolution.
  • Must have excellent verbal skills in order to communicate complex information and concepts to students and parents.


JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.


Classified Title: Academic Services Specialist
Working Title: Client Services Specialist 
Role/Level/Range: ATO 37.5/02/OE 
Starting Salary Range: $17.42 - $23.95/hr (commensurate with experience)
Employee group: Full Time 
Schedule: M - F / 8:30am - 5:00pm 
Exempt Status: Non-Exempt  
Location: Homewood Campus 
Department name: ​​​​​​​Student Financial Services 

Personnel area: Homewood Student Affairs


The successful candidate(s) for this position will be subject to a pre-employment background check.


If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.


During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.


The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.


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