Opportunity at a Glance
This role is responsible for assisting in student success through proactive and accurate account assessment and student finance advising. This position manages a portfolio of about 850-950 students (either undergraduate or graduate or a combination thereof) to ensure that all students have the appropriate guidance to make informed financial decisions. Reports directly to the Account Management Manager and works in a contact center environment that supports students regardless of service modality. Works closely with academic partners and other departments to research and resolve any student financing issues. This colleague is charged with being a role model for the organization values and fosters a culture of consistent with organization's mission, vision, and purpose.
ResponsibilitiesUsing a high level of discretion and independent judgment, analyzes each student’s situation in order to develop and implement an individualized financial plan that promotes student success. Continuously evaluates the financial plans throughout the student lifecycle.Collaborates with other departments and functional areas to deliver an optimal student experience.Demonstrates and communicates current, detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations to prospective and current students. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.Assists students to make an informed decision by providing accurate, helpful student finance advice.Manages escalated student concerns and resolves issues in a timely manner. Provides exceptional customer care to students by accepting ownership of student finance issues and questions.Identifies opportunities and solutions for continuous improvement to existing processes and actively participates in the roll-out of new processes.Attends meetings and contributes to organizational committees.Identifies opportunities and solutions that improve current processes.Functions as a subject matter expert regarding all Title IV programs, policies and procedures including institutional policies and federal and state regulations. Complies with applicable federal and state laws.Performs other duties as assignedComplies with all policies and standards