Overview

Under the general direction, this position prepares a variety of reports to analyze student finance trends. Typical daily duties include data entry, identifying trends in reports and presentation of findings to management.

Essential Duties and Responsibilities

•           Supports internal customers and external agencies with responsive and professional communication via email, phone, Salesforce, and video conferencing.

•           Works collaboratively with internal and external stakeholders by asking appropriate questions as needed to resolve student inquiries.

•           Applies knowledge to assist with team performance.

•           Demonstrates a basic understanding of compliance and regulations.

•           Assists in resolving escalated concerns and in a timely manner through the appropriate channels.

•           Provides exceptional customer care to students and colleagues by taking ownership of issues and questions.

•           Identifies areas of continuous improvement and opportunities for automation, system enhancements, and cost reductions in a constantly evolving organization.

•           Assists with User Acceptance Testing (UAT) by applying comprehensive knowledge of the requirements, performing testing, and providing appropriate documentation.

•           Open and responsive to constructive feedback from mentor/supervisor

•           Attend beginner trainings on student financial assistance programs.

•           Actively participates in team meetings and special projects.

•           Maintains procedural documents.

•           Maintains service level agreements as determined by leadership.

•           Maintains annual quality assurance accuracy rating of 95% and above.

•           Adaptable to new processes, assignments while maintaining positivity

•           Communicates effectively and proactively with colleagues and leadership.

•           Actively works on personal development.

•           Receive questions from the field and provide detailed responses with  appropriate information and guidance to be shared with the student.

•           Completes other duties as assigned.

•           Values different perspectives and is open to culturally diverse ideas and points of view to achieve team goals.

•           Evaluates federal, state, and/or institutional requirements for evaluating student withdrawals against institutional policies and practices

•           Runs and processes reports to continually monitor official student withdrawals for the term, recalculates student eligibility and processes return of funds, when applicable.

•           Familiarity with the Federal Student Aid Handbook Volume 5-Withdrawals and the Return of Title IV funds

•           Runs and processes reports to continually monitor unofficial withdrawals and unsatisfactory grades at the close of each term, recalculates student eligibility, and processes return of funds, when applicable.

•           Runs and processes reports to continually monitor  incompletes to determine when a student when a student becomes an unsatisfactory grade to process returns of funds, when applicable.

•           Runs and reviews reports to help ensure accurate and timely processing of withdraws and applicable returns for federal, private, state aid, and institutional aid

•           Processes return calculations within ProSAM (or COD) and coordinates with the appropriate departments to ensure funds are returned to the appropriate funding sources within the required timeframe; ensures exit counseling notices are sent to students and disbursement adjustments are accurate.

•           Identifies students in need of a post withdrawal letter and monitors for response from student for timely processing

•           Coordinates overall withdrawal processing (throughout the semester and at end-of-term) to ensure accuracy and timeliness.

•           Stays current with federal and state regulations and ensure withdrawal related processes meet requirements for compliance. Participates in creating standard operating procedures when there are new regulations, or reviewing for compliance.

•           Serves as a subject-matter expert on withdrawal processing regulations and the application of said regulations to University policy, which may include staff training.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

•           Advanced degree or equivalent experience.

Experience

•           Minimum 1-3 years of student financial assistance programs, customer service or related experience preferred.

•           Familiarity with Federal Student Aid web-based applications preferred.

•           Experience with Adobe, Microsoft Word and Microsoft Excel required.

•           Maintain access to federal systems, which includes no defaulted federal student loans.

Knowledge

•           Knowledge of higher education, military regulation, or accounts receivable experience preferred.

•           Knowledge of Banner and ProSAM student financial systems preferred.

Skills

•           High level of interpersonal, communication, time management, and analytical skills.

•           Must be a self-starter with the ability to prioritize effectively.

•           Ability to work independently and collaboratively in a flexible remote environment.

Compensation is 50-55k