National University Careers

Position Summary:

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.

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 and experience in admissions, counseling, student services or customer service-related field; or, equivalent combination of education and experience; and, Enterprise Resource Planning software experience such as Customer Relationship Management (CRM) or Student Information System (SIS) experience, highly desirable.
• Working knowledge of Title IV federal student aid programs.  Cannot be in default on an education loan or in overpayment of a federal grant or loan.

 Competencies/Technical/Functional Skills:

• Ability to participate as an active team member of the Business Unit, Department and University to work toward a common goal.
• Actively seeks opportunities to influence, build effective relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and supports honesty and respect towards others, the company and oneself.
• Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs and processes.  Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Solid working knowledge of customer service skills and a desire to work in this capacity.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook and proficient knowledge of CRM and Student Information System (SIS), highly desirable.  Knowledge of and willingness to learn and work with technology, such as database management, CRM, SMS, Live Chat and Telephony software, etc.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Solid interpersonal skills and the ability to effectively communicate with a wide range of individual of constituencies in a diverse community. Ability to communicate effectively orally and in writing. 
• Ability to provide customer service in a courteous, prompt and successful manner and handling confidential and sensitive information with discretion.
• Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple deadlines and frequently changing priorities

Working Conditions:

This position operates in a remote, home office environment. This role routinely uses standard office equipment such as computers, printers, and phones.

• Good working environment with the absence of disagreeable conditions.
• The noise level in the work environment is usually moderate.
• Regular and reliable attendance is required.

 Travel: No Travel Required