Financial Services Officer - Call Center

Ancora Education Mesa, AZ 2019-07-08

The Centralized Financial Services Officer- Call Center assists the Packaging Department in the collection of documentation for financial aid via inbound calls in a call center environment. Reporting into the Director of Centralized Financial Services, the Centralized Financial Services Officer is responsible for providing excellent customer support while assisting students in completing required documents and/or answering any questions students may be calling in about regarding their financial aid account.

Key Responsibilities

I. Provides Impeccable Customer Service & Administrative Support

  • Responds to student requests and inquiries regarding their funding via inbound calls.
  • Assists students in the completion of their financial documents (ie. FAFSA, Master Promissory note, Entrance Counseling, Verification docs, etc.) over the phone.
  • Ensures students' understanding of the responsibilities & obligations tied to Student Loan Repayment. Review cost of attendance and tentative financial aid awards with students; this process includes review of monthly payment arrangements if applicable.
  • Ensures any documentation received is notated in CampusVue and scanned into ImageNow.
  • Prepares and maintains student financial aid files and contacts students with outstanding missing documents.
  • Ensures accuracy of student financial aid documents.
  • Verifies student eligibility for Title IV funding.
  • Ensure timely submission of students financial aid file upon completion of required documentation.
  • Ensure students understanding of the responsibilities and obligations tied to Student Loan Repayment.
  • Assist students in the completion of the Master Promissory Note and Entrance Counseling.

II. Reporting and Student File Analysis

  • Analyzes outstanding submission reports (e.g., Daily Submission Report, Outstanding Repack Report, High Balance Report, Potential Graduate Report etc.) on a weekly basis to keep student files current and properly maintained.
  • Reviews problematic student accounts with Centralized Packaging Team Lead/ Director of Centralized Packaging to determine the best course of action for resolution.
  • Maintains and reconciles State Grant bank accounts as needed to ensure records of account balances remain accurate.
  • Contacts students with outstanding missing documents and takes necessary action(s) needed to submit student file. * Issues financial clearances at key points in the student lifecycle (e.g., registration, class starts, graduation, etc.) to ensure only students who are in good standing are granted access to continue.
  • Makes recommendations for those students not qualifying for financial clearance

III. Student Engagement

  • Review FAFSA process and answers student questions as needed.
  • Upon completion of the FAFSA provided the student with an overview of the Financial Aid process and potential requirements by the student regarding document submission.
  • Review cost of attendance and tentative financial aid awards with the student; this process includes reviewing monthly payment arrangements if applicable.
  • Schedule follow-up appointments with students to complete the packaging process, answer student inquiries and provides copies of financial paperwork to students.
  • Accesses NSLDS to review prior loan/grant funding information and stores electronic copy within students file. * Process Parent-Plus-Credit-Check.
  • Completes all necessary verification items if the student was selected.
  • Completed packaging in for enrolled students once a validated ISIR is on file

IV. Support Ground Campus Staff

  • Ensure accuracy of notes within Campus Vue to ensure needed documents from the student are known by Campus Admissions and Finance Staff.
  • Provide weekly updates via teleconference on the status for both new and continuing student file submissions.

Experience Required:

  • Minimum: ⁻ Associate’s Degree in Finance, Accounting or similar field, or equivalent work experience ⁻ 1 year experience with Federal Title IV programs and administration
  • Preferred: ⁻ Bachelor’s Degree ⁻ 3 years of experience in finance or similar field in a post-secondary institution ⁻ 1 year experience using CampusVue

Knowledge, Skills, and Abilities:

  • Customer service oriented
  • Proficiency in Microsoft Office programs
  • Critical thinker with effective problem-solving skills
  • Excellent analytical, financial, and problem-solving skills, ability to work with high level of accuracy and attention to detail
  • Superior verbal and written English language skills; ability to communicate effectively with a variety of audiences
  • Attention to detail
  • Ability to process multiple types of information and make judgments about moving from one task to another based on priority/importance
  • Superior verbal and written communication skills
  • Knowledge of database programs (CampusVue preferred)

Job Type: Full-time

Experience:

  • Call Center: 1 year (Preferred)
  • customer service: 1 year (Required)
  • Relevant Accounting or Banking: 1 year (Required)

Education:

  • Associate (Required)

Work Location:

  • One location
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