(Remote) Program Coordinator - Student Financial Aid

About the role

The Student Financial Aid Department at West Virginia University is currently accepting applications for a Remote Program Coordinator. This person will assist with the administration of financial aid and scholarship funds, including awarding funds to eligible students. This role will review required documentation and make necessary updates to ensure the accurate awarding of federal, state, institutional and private funds. This position interacts with other EM staff, related institutional offices and external agencies to ensure efficient, accurate, and timely delivery of funds for students.

Responsibilities

• Administer the accurate delivery of financial aid and scholarships by effectively analyzing student records and making necessary updates and corrections based on documentation received.
• Employ professional judgement, as authorized by the Department of Education, to make changes to FAFSA data elements to ensure eligibility is based on a student’s current family financial situation.
• Communicate clearly about documentation students/parents need to provide, updates systems to reflect needed documentation.
• Reviews documentation once received, verifies we have received the necessary information, makes reasonable, informed, fair and consistent decisions on courses of action and makes necessary adjustments to accurately reflect a student’s eligibility.
• Documents situation and changes/adjustments that are made.
• Collaborate with team-members to determine daily priorities, and division of work based on the established expectations of management.
• Communicates clearly with team and other SFS staff to resolve issues, request or offer assistance, and to ensure student needs are being met accurately and timely.
• Resolve complex problems by analyzing documents and researching federal, state and institutional policies and regulations.
• Manage conflicts and resolve complaints and develop prevention strategies.
• Design, develop and implement educational service programs related to financial aid and scholarships.
• Counsel and thoroughly explains processes to customers via in-person, online or telephone.
• Respond to questions from internal customers concerning processes in which staff member is involved and/or work staff member has completed.
• Routinely answers “acknowledged” and “In Process” tickets and assists with tickets during peak times.
• Continually monitor the ever-changing rules, regulations, policy bulletins and statutes from federal, state, other agencies and the University.
• Train staff in areas of expertise.
• Perform other related duties as assigned by supervisor and other senior SFS staff.

Requirements

Bachelor's degree. A minimum of three (3) years of related experience involving:

• Working in a fast-paced, high-volume customer-oriented role
• The review, critique, and analysis of customer information which leads to sound decisions

Any equivalent combination of related education and/or experience will be considered. All qualifications must be met by the time of employment. Must be able to obtain and maintain access to federal databases such as, but not limited to, FAA Access, COD and NSLDS.

Qualifications

• Experience with various technologies such as Word, Excel, complex information systems, and/or relational databases to analyze data necessary to resolve issues is strongly preferred.
• Experience with the Banner Student Information System is desired.
• Experience working in higher education or related field in an administrative, data-driven field with preference given to applicants with document review requiring analytical ability and professional judgment.

Skills

• Ability to work on multiple tasks while exercising sound analytical and professional judgment
• Ability to effectively prioritize work tasks
• Excellent analytical skills
• An attention to details
• Strong organizational skills
• Ability to establish and/or follow established priorities
• Ability to work with and meet deadlines
• Ability to understand, interpret and follow complex instructions
• Ability to work as part of a collaborative team
• Ability to effectively communicate and interact with people of all ages and diverse backgrounds
• Strong mathematical and analytical skills
• Ability to document work performed
• Ability to work in a fast-paced, team-oriented, student-centered