Job Title

Financial Aid Advisor III

Agency

Texas A&M University - San Antonio

Department

Enrollment Management

Proposed Minimum Salary

Commensurate

Job Location

San Antonio, Texas

Job Type

Staff

Job Description

The Financial Aid Advisor III, will report to the assistant director, and is responsible for leading and supporting the day-to-day operations of the Office of Financial Aid and Scholarships by serving as a lead in the customer service efforts. They support the department by utilizing exceptional communication and organizational skills in the role as a liaison with the Welcome Center. Excellent and timely communication and responses to students, administrators, faculty, staff, and other external organizations and government agencies is required. The person employed in this position will be able to comprehend, interpret, and apply federal and state regulations and university policies related to financial aid and be able to regularly exercise professional judgment. In addition, this position will be responsible for the processing of satisfactory academic progress (SAP) professional judgement appeals. They will accurately, efficiently and effectively perform pertinent duties in such a fashion that the office functions in a consistently smooth manner. Due to the nature of the work required for this position and its classification, the employee will expect to work a schedule as defined by the Director, and hours necessary to accomplish the tasks, goals, and objectives of the department, including a flexible work schedule with possible extended hours, weekend assignments, and/or travel.

Responsibilities:

• Oversees daily operations of the customer service team ensuring the best customer service is provided.

• Acts as the lead liaison in the Welcome Center while providing in-person support which includes meeting with students and answering phone calls.

• Counsels prospective and enrolled students on all aspects of financial aid, and is able to advise on financial management and budgeting practices as appropriate. Disseminates information to students, parents, and other constituents regarding Financial Aid programs, including loan, scholarship, and grant programs, in compliance with federal, state, and/or University requirements while providing excellent customer service.

• Exhibits excellent customer service skills and team-building capabilities.

• Facilitates and maintains positive interdepartmental relationships across Texas A&M – San Antonio customer service teams to foster a positive customer service experience for applicants and continuing students. Works intimately with the Welcome Center to ensure a holistic approach to serving students.

• Compile financial aid statistics and management reports related to student communication (phone calls, e-mails, walk-in customers, etc.), including preparation & distribution of weekly processing data.

• Works with Assistant Director in coordinating customer service evaluation efforts of the office; including, customer satisfaction surveys, focus groups, and other projects as assigned.

• Develop and maintain any communication related sections of the financial aid policy and procedure manual. Assists with any other SOP’s as assigned.

• Assist in troubleshooting problems with reports of failed notifications and develop plans to resolve issues.

• In conjunction with the associate director, develop and enhance the communication options for extracting data out of the financial aid module of Banner and maintain and enhance the information presented to students in the Banner financial aid self-service module.

• Assist with on and off-campus presentations and seminars for students (high school, prospective, admitted, and current) and for professional development training. Will lead the New Student Orientation sessions, Jaguar Day, and Paying for College events. Will work at resource tables as requested by departments from A&M-SA, prospective student groups, and others.

• Supervises designated work-study students to ensure the proper support is provided to the customer service team.

• Understand, interpret, and effectively communicate details of current federal, state, and institutional policies, procedures, and regulations pertaining to financial aid, student employment, and scholarships.

• Attains and maintains knowledge of major programs and establishes administrative procedures to ensure the proper processing and documentation of awards in accordance with federal and state laws, regulations, and university policies.

• Reviews financial aid awards to assure accuracy, completeness, and that the awards are in compliance with institutional and governmental guidelines. Verifies student financial aid eligibility, enrollment, and academic status using Banner.

• Assists the associate directors in revising and/or approving the awarding of financial aid through the specific controls of program policy and guidelines. Makes adjustments if necessary.

• Coordinates the review of Satisfactory Academic Progress appeals and makes decisions regarding the validity of these appeals and any other steps the student must take to satisfy a judgment rendered to reestablish eligibility for financial aid or scholarships in accordance with established university Satisfactory Academic Progress (SAP) policy.

• Participate in committees such as Audit, Forms, PPM/SOP, Technology, Testing, Training/Professional Development, SAP, and Social/Retreat in the Office of Financial Aid and Scholarships.

• Assists with monitoring the over-award resolution process. Resolves over-award problems within Banner based on the student receiving additional resources (scholarships and outside resources) after processing of initial award package.

• Develops effective working relationships with appropriate personnel in administrative/academic support offices (e.g., Admissions, Registrar’s Office, Student Business Services, etc.)

• Participates in the review, revision, and interpretation of complex rules, regulations, procedures, and policies relating to general financial aid, scholarships, and team specialty area(s).

• Maintains punctual attendance in accordance with the defined office schedule, and/or as assigned, to facilitate excellent customer service and accurate and timely completion of all components of financial aid administration, e.g., verification, awarding, loan certification, etc.

• Completes assigned goals, tasks, and projects in an accurate and timely manner.

• Performs other duties as assigned.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Education and Experience:

• Bachelor’s degree

• Three (3) years of related experience.

Knowledge, Skills and Abilities:

• Proficient with common software applications (e.g. Microsoft Word, Excel, PowerPoint) and spreadsheet applications.

• Knowledge of financial aid counseling, verification, rules and regulations.

• Knowledge of financial aid systems such as Banner

• Ability to multitask and work cooperatively with others, both internal and external constituents.

• Oral and written communication skills. Well developed public presentation skills.

• Self -starter, exercising initiative.

• Detail and goal oriented.

• Ability to organize and make decisions.

• Ability to work individually or as a team.

• Customer Service skills.

• Ability to relate well with a diverse student population

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.