Student Financial Specialist, Customer Relationship Management (Multiple Vacancies)

The Office of Financial Aid is a unit within the Division of Enrollment Management, which is comprised of four distinct units: Office of Admissions, Office of the University Registrar, Office of Financial Aid, and Technology Operations. Enrollment Management’s integrated services provide distinctive support throughout the student’s development and progression in their academic experience - from recruitment through commencement. Through collaboration, communication, and commitment, all units within Enrollment Management achieve the highest level of student-centered service to current and prospective students and families and to campus partners across the University.

Responsible for developing, managing and coordinating customer service and communication campaign efforts for the Office of Financial Aid (OFA) through various forms of digital resources such as Customer Relationship Management tools, Chatbots, video conferencing tools, social media platforms. Makes decisions regarding financial aid eligibility; provides guidance and counseling on financial aid programs, processes, and requirements.

Manages and coordinates digital customer service and communication efforts for the Office of Financial Aid that address financial aid eligibility, problem resolution and provide proactive measures to address student needs. Identifies best practices and/or standards to increase the level of customer service to mitigate customer service-related issues and result in increased customer satisfaction. Designs and implements digital communication campaigns related to student financial literacy, form completion, budgeting tools, and techniques. Establishes specific customer service expectations for the department and leads trainings and other interventions as needed to identify and improve gaps in service. Liaison for coordinating OFA specific campaigns across various media platforms and collaborates closely with Enrollment Management Communications section for content updates and/or dissemination within the OFA website, social media, chatbot and other Customer Relationship Management tools for OFA.

Responsible for interpreting and evaluating student financial aid resources and explaining the types of student financial aid available and/or offered to the student, the financial aid process, eligibility requirements, and award packages. Provides one on one assistance to students and families on financial aid options, support with federal and state applications, loan counseling and promissory notes utilizing the kiosks available within the Financial Aid reception area. Explains how financial aid is awarded, the difference between various aid programs, and the process through which aid is applied to student accounts.

Interprets federal, state and university rules and regulations in relation to financial aid matters. Counsels financial aid applicants/walk-ins regarding missing documents that prevent the institution from awarding a financial aid package; what it means to be selected for verification (by the federal government) and the impact that will have on the student’s award; and system checks that will hold student payment if there is any question regarding eligibility. Instructs students who request special consideration based on extenuating circumstances. Offers guidance regarding the process of requesting a higher award based on change in personal situation (i.e., establishing independent status, hardship based on recent loss of job) that could reduce the student’s government-calculated estimated family contribution (EFC). Offers guidance to students who request a higher award based on higher-than-average cost of attendance (COA) based on requirements of the academic department. Assists students with the process of initiating an appeal, if appropriate, or referring them to other resources which may be better positioned to provide assistance, both short- and long-term.

Attends student and parent events and presents on OFA resources and functions, establishes working relationships with parents, students, donors, and general interest groups on campus to provide real time support for OFA activities.

Shares in the development and implementation of goals, objectives, policies, and procedures; making suggestions and recommendations to senior leadership. Assists with other sections during peak times to support the goals of the Office of Financial Aid.

Bachelor’s degree and two years of experience; or a high school diploma/equivalent and six years of experience. (Note: post-high school education can substitute for experience at the equivalent rate.), * Bachelor’s degree in an appropriate area of specialization and two years of experience related to the responsibilities of the job are preferred.

• Successful candidates will have prior financial aid/financial literacy, customer service, advising experience, or experience working one-on-one with people in a professional setting as well as previous experience in meeting deadlines with the ability to perform accurately in a detail-oriented environment.
• Applicants must have previous experience documenting existing and new processes, multi-tasking, and working as part of a team.
• Effective communication, writing, critical listening, and problem-solving skills are required.
• We seek energetic candidates who are detail-oriented, and who work well independently as well as in a team.
• Candidates should have the ability to review, analyze, formulate, and organize data and information and follow through on assignments.
• Preferred candidates should have experience with compiling, reviewing, and editing financial information for completeness, accuracy, and compliance.
• Applicants should be able establish and maintain effective working relationships and should possess a strong sense of initiative while managing multiple responsibilities concurrently.
• A working knowledge of University academic requirements are preferred as is experience with Microsoft Word, Excel and Outlook or equivalent software., This position requires successful completion of a criminal history background check.

The anticipated starting salary for this position is around $44,056.80 annually, commensurate with experience and education.

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