Financial Assistant (Hybrid)

Reporting to the Manager of Loan Servicing and Collections, the Financial Assistant serves as a primary point of contact for borrowers, campus partners, and external stakeholders regarding institutional loan accounts, repayment options, billing, payment processing, delinquency resolution, and related loan servicing policies. This role provides accurate, timely, and customer-focused support through multiple service channels, including phone, email, walk-ins, and scheduled appointments. The Financial Assistant performs day-to-day loan servicing activities using advanced knowledge of institutional loan programs, servicing practices, and applicable regulations. The position exercises independent judgment, analysis, and problem-solving skills to interpret policies, resolve borrower inquiries, process account transactions, and address routine and moderately complex loan servicing issues.

Responsibilities

• Provides reports to managers on tracking payment status and notification when balances and activities do not comply with policy and procedures or are inadequately prepared.
• Provides day-to-day financial and administrative support related to institutional loan accounts, including payment processing, account maintenance, billing, reconciliations, and borrower account resolution in accordance with established policies and procedures.
• Reviews and analyzes loan account activity to identify discrepancies, resolve servicing issues, and escalate complex or sensitive matters to management as appropriate.
• Creates reports and queries; reviews for incomplete records, data entry errors, and/or accounting mistakes.
• Exercises sound judgment and problem-solving skills to research and resolve non-routine loan servicing issues while adhering to established guidelines, policies, and regulatory requirements.
• Completes and maintains transactions in enterprise systems.
• Provides review and oversight of all types of financial transactions, some of which may be complex in regard to size or duration of account.
• Reviews and ensures approval based on alternatives regarding practice and policy.
• Applies institutional policies, industry best practices, and applicable federal and state regulations to process loan transactions, respond to borrower inquiries, and ensure compliance with lending requirements.
• Troubleshoots problems; performs vendor/account research as needed.
• Obtains additional information from or provides instruction and guidance for customers/vendors; corrects or escalates.
• Provides financial policy interpretation to determine the validity of customer requests and ensure compliance.
• Contacts outside agencies to obtain clarification of rules and/or regulations.
• Enters information into database.
• Delivers accurate, timely, and professional customer service to borrowers and internal stakeholders through multiple communication channels, ensuring a positive servicing experience and clear guidance on loan repayment options and account status.
• Performs administrative and clerical functions, including maintaining accurate loan records, documenting borrower interactions, processing account updates, and ensuring data integrity within loan servicing systems.
• Supports operational workflows by managing service requests, coordinating documentation, monitoring loan servicing queues, and assisting with departmental priorities to ensure efficient, timely processing.
• Participates in training, cross-training, quality assurance initiatives, and continuous process improvement efforts to enhance operational efficiency, maintain regulatory compliance, and support departmental goals.
• Creates and provides financial training on practice, procedure, policy, and/or laws and regulations to customers.
• Performs other duties as assigned.

Requirements

• High school diploma or the equivalent.
• 3 years of accounting and/or bookkeeping or other relevant experience.

Skills

• Excellent computer skills including proficiency in the use of spreadsheet, database, and word processing software.
• Familiarity with financial reporting.

Pay

The expected salary for this position is between $25.00 – $27.00 per hour, in alignment with departmental equity and market data.

Benefits

• Health, dental, vision, disability, and life insurance.
• Paid vacation and holidays.
• Paid medical/sick and parental leave.
• Tuition benefits for the employee and dependents.
• Pre-tax and flex spending accounts for commuting and dependent care.
• Generous retirement savings options.
• Wellness programs.
• Work-life and wellness programs, including flexible work arrangements, childcare, and senior/adult care support.
• Professional growth and development resources.