Senior Student Financial Services Advisor
Job no: 496677
Work type: Staff
Categories: Financial Services and Procurement, Student Affairs & Services, Full Time
PAY GRADE: 29E
CONTEXT OF THE JOB:
Under the general direction of the Director of Student Services and Communications (DSSC), the Senior Advisor has the primary responsibility to assist in strategic service initiatives and activities for billing and financial aid related matters for the University of Delaware’s students and their families. Activities include focusing around Student Financial Services’ (SFS) communication, service, and outreach plans to provide timely information, issue resolution, follow up, and outreach.
The Senior Advisor works with other SFS Advisors to assist in managing service volume, team schedules, appropriate training and development, productivity, and the meeting of overall team goals of ensuring students and families are provided the best information, advisement, and service in navigating billing and financial aid concerns. The Senior Advisor resolves issues for, and provides solutions to, students and families that cannot be addressed by SFS Advisors. The Senior Advisor reviews students’ accounts and financial circumstances and makes recommendations on adjustments (or makes adjustments, as warranted). These adjustments may include, but are not limited to, adjusting financial aid packaging or budgets based on the student’s specific situation. The Senior Advisor performs and coordinates proactive outreach to students who are at risk of jeopardizing financial aid based on Satisfactory Academic Progress (SAP) or other at-risk categories. The Senior Advisor alerts the student of financial aid policies and coordinates with academic counselors or other campus partners around student success for additional assistance. The Senior Advisor performs proactive outreach to students who appear to be having trouble meeting their financial obligation to the University and works to find creative solutions for continued enrollment as available, including assisting in the financial hold exception process.
The Senior Advisor has a responsibility to oversee specific student populations from the prospective admissions stage through matriculation and enrollment and to graduations. In this capacity, the Senior Advisor will advise the students/families of financing options that are available and is responsible to know the broad array of SFS, institutional, state, and federal aid policies, in addition to university billing. Topics include but are not limited to: scholarships, Free Application for Federal Student Aid (FAFSA), verification documentation, entrance and exit interviews, bill charges, late fees, holds analysis and identification, various appeals, financial aid programs, outside scholarships, 3rd Party billing, general university information, Family Education Rights Privacy Act (FERPA) rules and University confidentiality policy, Federal Work Study (FWS), and communications messaging and timing. The Senior Advisor is responsible to answer referred phone calls and emails, draft written correspondences, see students and families in person, assess students’ financial circumstances, refer students to proper resources where appropriate, attend training sessions and complete self-training, adhere to service plan and schedule, and perform other related duties as assigned. As part of the overall enrollment services group for the University, the Senior Advisor will liaise with other University offices (Admissions, Registrar, Academic Advisement, etc.) to help in issue resolution and retention activities.
- Research and resolve complex student financial issues from original point of contact to completion.
- Coordinate with other SFS advisors to enforce appropriate customer service strategies to promote customer satisfaction.
- Assist in planning and drafting overall communication plan targeting students on messages of billing and financial aid.
- Liaise with other University partners and offices, such as Admissions, Graduate Studies, Professional and Continuing Studies, Veterans Affairs, Academic Advising, etc.
- Review financial hardship, University scholarship/need-based grant, and Satisfactory Academic Progress (SAP) appeals
- Perform packaging adjustments, budget adjustments, and exercise professional judgment (as appropriate) in conformance with federal and institutional policy, all of which may have an impact on federal, state, and University funds
- Responsible for specific financial aid program awarding and monitoring funds, such as study abroad, consortium, etc., and for ensuring funds are accurately utilized in line with regulations and policies.
- Use discretion in waiving late fees and releasing holds impacting the bottom line of the University’s finance.
- Perform proactive tasks by identifying and providing outreach to at-risk students due to SAP inadequacy or unmet financial obligations, working with the student to identify resources or possible solutions.
- Provide mentoring to SFS Advisors and other staff tasked in assisting with enrollment management.
- Attend professional conferences, trainings, and meetings related to enrollment management and billing and financial aid
- Lead and assist with focus groups and surveys to ensure feedback is being solicited and review and implement suggestions for continuous improvement
- Participate in financial aid committees to resolve complex financial circumstances of students.
- Participate in hiring committees as appropriate.
- Supervise hourly and student hourly workers as assigned.
- Performs miscellaneous job-related duties as assigned.
- Bachelor's degree and three years of related work experience with at least three years’ experience working with Title IV federal aid programs.
- Knowledge of student financial aid programs and policies, housing, dining, federal work-study, and federal and private educational loans in a university setting.
- Ability to make decisions based on objective data and apply complex regulations and policies.
- Effective oral and written communication skills.
- Superior customer relations and listening skills.
- Ability to present complex financial aid information to a variety of constituents.
- Experience preparing analytical reports on various key performance indicator metrics.
- Ability to make public presentations to families, sponsors, and/or University constituencies.
- High level of customer service and interpersonal skills, attention to detail, and organizational and problem-solving ability.
- Ability to interpret, adapt, and apply guidelines and procedures and skill in directing and enforcing policies and procedures.
- Ability to exercise tact and discretion.
- Ability to make administrative/ procedural decisions and locate multiple pieces of essential information to analyze and solve problems.
- Proficient computing skills with experience preferably with PeopleSoft student systems and other student financial services systems such as COD, Great Lakes, NSLDS, in addition to other software platforms like Slate, WebEx, and Team Dynamix.
- Experience with word processing, spreadsheet, database, and presentation software.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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