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Student Finance Advisor I

Position Summary:

Tier 1 – The Student Finance Advisor I supports access, retention and degree completion of dynamic and culturally diverse student populations by assisting students to explore financial means that enable them to enroll in and complete their academic programs. They present financial resources in a positive and professional manner while complying with federal, state and institutional guidelines. Responsible for advising students regarding eligibility criteria and application procedures for all available federal, state, and institutional financial aid programs. Counsels students regarding status of financial aid award and/or disbursement. Reviews students’ verification documents for accuracy and completeness and forwards to the Processing Center. Assist with all calls at center or Call Center if applicable. Perform proactive work; contacting newly enrolled students and students with missing documentation to finalize aid eligibility. Responsible for overseeing general office procedures of Student Accounts and the Business Office. Ensure the accurate and timely posting of all student fees, payments, grants, and scholarships to student accounts.

Tier 2 – Contact appropriate staff in the Financial Aid Processing Center or Student Business Services in order to resolve technical issues.

Essential Functions:

  • Presents prospective financial resources in a positive and professional manner while complying with federal, state and institutional guidelines.
  • Advises students regarding eligibility and application procedures, offers informational materials and evaluates and informs students regarding financial aid status.
  • Accurately calculates and collects any fees owed to the university, determining refunds and the reversal of appropriate fees.
  • Supports student inquiries from all sources including campus, call center or in person. Engages students via telephony, mail, email, and CRM to reconcile unpaid balances, provide proactive student support and follow up to University processes.
  • Accepts and reviews forms for accuracy and completeness, documents receipt and loads to student’s file in the student portal.
  • Accurately documents and requests refunds for students.
  • Assists students with completing/troubleshooting online services including form submissions. Review and audit student account payment types including Financial Aid, partial payments and other funding sources are progressing appropriately. Ensure all student checklists are completed in an accordance with funding timelines.
  • Engages all new and current students regarding pending documentation and outstanding account balances.
  • Informs students of institutional policies and procedures regarding financial matters, account inquires, student loan information, Finance Committee Petitions, tuition assistance programs, and deferred tuition agreements.
  • Must understand and follow five9 recording procedures and disclosures when operating in the call system.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience

  • Two (2) years of college preferred in Business or related field.
  • 1-2 years of experience in customer service or education related.
  • Cannot be in default on an education loan or in overpayment of a federal grant or loan.

Technical / Functional Skills

  • Ability to get along with diverse personalities and populations.
  • Ability to handle confidential information with tact and discretion.
  • Working knowledge of Title IV federal student aid programs.
  • Trained in PeopleSoft, Telephony, and CRM computer systems.

Competencies

  • Possess excellent human relations skills.
  • Possess good organizational skills.

Physical Demands / Environment

  • The employee will frequently sit, talk, use hands and fingers.
  • Must be able to see closely and be able to adjust focus for use of the computer.
  • The employee must be able to hear and speak in order to use soft phone equipment to direct calls, take messages, and assist customers.

Travel: No Travel Required

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