Financial Solutions Advisor

About the role

The Office of Financial Solutions at UMGC seeks a Financial Solutions Advisor (FSA) to help learners navigate and maximize their financial aid options. The FSA will work closely with learners throughout their educational journey, providing guidance on federal student aid, military benefits, employer benefits, and self-pay options.

Responsibilities

• Thoroughly understand eligibility requirements and available grant and loan types under the Title IV program.
• Navigate the FAFSA application process and provide learners with the necessary documentation for verification and C-flag requirements.
• Surface and promote scholarship opportunities that require FAFSA completion.
• Use FAA Access to CPS and NSLDS to provide learners with information on aid disbursement, balance due dates, and UMGC’s disenrollment policy.
• Partner with learners to address changes in enrollment that may affect financial aid eligibility.
• Guide learners through the R2T4 process and explain its implications on balances owed.
• Collaborate with Success Coaches on future course scheduling and SAP compliance.
• Maintain competency and currency in Title IV regulations and UMGC scholarship opportunities.
• Provide comprehensive counseling to learners regarding active duty and veteran education benefits.
• Guide learners through the process of receiving military tuition benefits.
• Offer guidance on monthly payment plan enrollment and maintenance, as well as consulting on ability to pay out-of-pocket expenses.
• Adhere to PCI compliance standards when administering payments over the phone.
• Consult with employers about potential tuition reimbursement programs and determine if learners are eligible for UMGC’s partner programs.
• Communicate directly with learners to resolve overdue balances before escalation to collections.
• Maintain knowledge of state and institutional policies and regulations regarding payment due dates, disenrollment, and the UMGC billing system.
• Accurately document, maintain, and track all learner interactions, information, and progress through the Customer Relations Management system.
• Meet departmentally set metrics standards monthly.

Requirements

• An earned bachelor’s degree and two to three (2-3) years of relevant work experience in an applicable role.
• Excellent customer service, time management, creative problem-solving, interpersonal, oral, and written communications skills, with strong attention to detail and accuracy.
• Bi-lingual English/Spanish proficiency.
• Ability to meet and maintain access requirements for secure federal and/or state websites, such as the National Student Loan Data System (NSLDS).
• Not in default on any federal student loans.

Qualifications

• Previous experience in financial aid, student accounts, student finance, higher education admissions or enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering, call center or high-volume, customer service environment.
• Experience leveraging CRM or call center applications and tools, such as a dialer.

Skills

• Strong communication and problem-solving skills.
• Knowledge of federal student aid, military benefits, employer benefits, and self-pay options.
• Proficiency in CRM and call center applications.

Benefits

Home worksite furniture and equipment shall be provided by the successful hire.

UMGC will provide necessary office supplies, a laptop, monitor, and headset.

Network communication to non-public UMGC online information technology services and data shall be made only using the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.

All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.

Candidates may not perform personal business during scheduled work hours except for non-work time, such as scheduled lunch and breaks.

Pay

Salary commensurate with experience.

Schedule

Full-time, contingent II, exempt.