"Academic Services Specialist (Student Financial Support)"

We are seeking an Academic Services Specialist who will be a team member in the Office of Student Financial Support responsible for providing information to students/parents about federal, state and institutional financial aid programs. This position also provides significant support for data and document processing for the Homewood Student Financial Support office. The position works collaboratively within the Office of Student Financial Support and is part of the Technical Operations and Scholarships team. The position reports directly to the Financial Aid Operations Manager.

This position offers a hybrid work model. Candidates must have the ability to participate in virtual meetings, receive and make phone calls, attend required in-person meetings, workshops and conferences.

Specific Duties & Responsibilities

• Manage incoming emails for the Homewood financial aid office and cases received through the Salesforce Student Case Management (SCM) system adhering to the established university timeframe for responding to inquiries. Management includes a) responding to general and basic inquiries from students, parents, faculty and staff about the financial aid process. b) Assigning cases which require advisor review to the appropriate staff member.
• Configure, test, and send high volume, system generated e-mails to students and families on a regular basis throughout the award year.
• Generate daily reports and resolve database issues such as SSN mismatches between SIS (the system of record) and PowerFAIDS, CSS Profile/ISIR/IDOC ID mismatches for successful data imports, Missing Custom Data report, etc to ensure accurate PowerFAIDS student records.
• Review and analyze Waived Document SRS report on a weekly basis.
• Assist with PowerFAIDS data updates and projects, as assigned.
• Manage OnBase Document Processing workflow. Index and post incoming confidential documents to individual student records in OnBase and PowerFAIDS. Import documents from DocuSign into OnBase and updating PowerFaids.
• Assist other departments with incomplete DocuSign documents.
• Process Budget Adjustment Requests for technology grants which includes reviewing student eligibility, documents provided for the request for policy compliance, and updating Power FAIDS.
• Responsible for overseeing the receipt and processing of international student alternative financial aid applications.
• Process outside scholarship checks received in the Levering Hall office.
• Serve as the "backup" for tasks and duties performed by the staff members responsible for Title IV aid review and processing. Tasks include, but are not limited to, resolving specific Federal comment code issues and resolving ISIR student data issues.
• Keep abreast of constantly changing Title IV regulations, along with state and institutional policies and procedures.

Special Knowledge, Skills, or Abilities

• Experience working within a financial aid office including working knowledge of the FAFSA and CSS Profile. Preferred experience with OnBase, PowerFaids, Salesforce, and DocuSign.
• Ability to be highly organized and able to work with minimal supervision on routine and daily tasks.
• Ability to be flexible and comfortable with an ever-changing environment, and open to assigned special projects.
• Ability to maintain strict confidentiality.
• Ability to develop and maintain relationships with internal and external contacts, including Student Accounts and Enrollment Management.
• Participate as an active member of the Student Financial Support office with the goal of providing exceptional customer service.
• Under a sometimes stressful and emotionally charged environment, stay positive and professional when interacting with students and parents. Calmly handle and resolve difficult situations, as well as exercise good judgment when referring students/parents to other staff members for successful resolution.
• Must have excellent verbal skills in order to communicate complex information and concepts to students and parents.

Minimum Qualifications

• High school diploma or equivalent.
• Three years of administrative/academic-related experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

Classified Title: Academic Services Specialist
Role/Level/Range: ATO 37.5/02/OE
Starting Salary Range: $18.20 - $33.90 HRLY ($50,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: 8:30AM to 5:00PM, Monday to Friday
FLSA Status: Non-Exempt
Location: Hybrid/Homewood Campus
Department name: Student Financial Services
Personnel area: University Student Services