Financial Aid Advisor

Responsibilities

• Conducts inbound phone-based discussions, advising and educating students on various forms of Federal Student Aid.
• Provides a high level of customer service, ensuring that the student is packaged with funding to access courses and pursue degree completion.
• Actively engages in problem solving and regularly works with basic math skills to review financial aid package information to ensure correct processing.
• Sets out opportunities to enhance the student experience and promote high-quality service.
• Leverages financial aid and student databases to perform research while on phone calls to assist students and parents through the financial aid cycle in real time.
• Ensures daily duties are met within established Service Level Agreements and remains flexible to daily workflow as a result of staffing and business needs.
• Consistently meets department quality and productivity metrics.
• Collaborates with other University departments including Admissions, Advising & Student Support on an as needed basis.
• Maintains accurate knowledge of the University’s products and services.
• Understands and adheres to laws, regulations, policies and procedures, staying current on industry standards.
• Maintains eligibility to access the National Student Loan Data System (NSLDS), as defined by the US Department of Education.

Requirements

• 1-2 years of demonstrated customer service experience.
• Strong interpersonal, verbal and written communications skills.
• Associate's degree required.
• Solutions oriented attitude with demonstrated critical thinking and problem solving skills.
• Excellent organization and time management skills with the ability to prioritize and manage multiple demands with minimal supervision.
• High level of telephone etiquette and professionalism.
• Basic math skills.
• General proficiency with Microsoft Office products, including Word, Excel, Outlook & Teams.

About the Role

The Financial Aid Advisor is responsible for providing phone-based financial aid support and counseling services to students attending American Public University System (APUS). This role functions in a call center type of environment and is heavily focused on providing a high level of customer service. Financial Aid Advisors will spend the majority of their workday engaged in inbound phone-based activities.

Work Schedule

Schedule will depend on the need at the time of hiring.