Sr. Financial Aid Assistant

Location
Houston, TX
Posted
Jun 10, 2017
Institution Type
Community College
SUMMARY

Responsible for general financial aid customer service by answering calls, emails, chats, and other inquiries. Process online forms and conduct quality assurance of reported and submitted information. Assist students at a campus location if needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  1. Monitor and guide the customer service functions being completed by a group of Financial Aid Assistants;
  2. Train and coordinate the work of the part-time assistants and work-study students;
  3. Monitor call volume and response to student questions to ensure that students are receiving outstanding customer service;
  4. Assist the Director of Customer Service and Processing with staff scheduling and time management;
  5. Work with the Director of Customer Service and Processing to develop and conduct training for the group of FA Assistants;
  6. Ensure the group is trained have a strong understanding of the financial aid application process;
  7. Research complex student issues and respond to FA Assistant questions;
  8. Service as a liaison between the FA Assistants and the FA Associates;
  9. Assist with escalated student calls;
  10. Serve as the content expert for each system utilized to provide customer service activities which includes Who's Next, Laserfiche, Email, Chat, and the Cisco Phone System;
  11. Work with the Coordinator of Communications and Social Media to develop and maintain student instructional videos and the automated phone tree;
  12. Track and report call statistics to the Director of Customer Service and Processing;
  13. Serve as primary customer service representative to promote and ensure student access, success and to promote customer satisfaction;
  14. Perform document tracking to better serve students; collects, manages and maintains sensitive records (i.e., financial statements, college records, medical records, citizenship documents, divorce decrees, etc.);
  15. Analyze and interpret federal, state and institutional regulations and policies to assist students with the application for Federal, State and Institutional funds;
  16. Communicate orally and in writing with students to ensure accuracy and completeness of application in order to meet appropriate timeless for registration and payment of fees;
  17. Respond to student questions and inquiries by answering calls, emails, online chats, and submissions to the student resolution center;
  18. Process online form submissions include performing quality assurance on the information submitted;
  19. Assist with financial aid orientation;
  20. Provide guidance and assistance for students making application online;
  21. Answer telephone calls, greet visitors, respond to routine inquiries, take and relay message.
  22. Use word processing software and student information to develop correspondence and retrieve information;
  23. Record student information in administrative computer system including typing detailed comments regarding student situations;
  24. Track and report customer service data;
  25. Establish and maintain student and program files and records;
  26. Perform outreach activities; and
  27. Coordinate special projects as assigned by a director.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

EDUCATION

High school diploma/GED required. Associate degree preferred.



EXPERIENCE

Two (2) years work experience in a financial aid office preferred.

KNOWLEDGE, SKILLS AND ABILITIES
  1. Proficiency in personal computer use is necessary;
  2. Excellent interpersonal, oral and written skills;
  3. Thorough knowledge of federal, state and institutional financial aid programs; and
  4. Able to work independently; able to handle multiple tasks, set priorities and meet deadlines.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.



This job description may be revised upon development of other duties and changes in responsibilities.

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