Financial Aid Student Experience Specialist

Office of Financial Aid, Counseling

Stateside Remote

The Financial Aid Student Experience Specialist will be responsible for providing exemplary individualized care to students that require longer-term communication and cross-departmental input to resolve issues around their financial aid. This position requires an attention to detail in a dynamic environment and will deliver high-quality, student-centered support. The Specialist will assist the Associate Director in identifying trends in student issues to drive process changes that will continuously improve overall student experience.

Must be able to meet and maintain access requirements for secure federal and/or state websites, such as the National Student Loan Data System (NSLDS). Individuals cannot currently be in default on a student loan.

Specific Responsibilities Include:

• Maintain current knowledge of Federal Title IV regulations, state rules, and institutional policies pertaining to the administration of financial aid
• Work with escalated students to address concerns and identify root causes, follow up as needed, and monitor and communicate progress until resolution is achieved
• Assist the Associate Director in identifying potential trends and make recommendations for processing and reporting improvements
• Collaborate with the Financial Aid Training team and other external stakeholders to address and implement training designed to enhance the overall student experience
• Conduct regular audits of external departments' contact with the Office of Financial Aid to continuously assess whether additional training or coaching is required
• Monitor cases, calls, and other reports to ensure timely and accurate processing of financial aid
• Evaluate current business processes and identify areas of improvement that will further enhance the overall student experience
• Perform other job-related duties as assigned

Required Education and Experience:

• Bachelor's Degree from an accredited institution of higher learning and three (3) to five (5) years of progressive experience in higher education administration
• Financial aid experience working with both traditional and non-traditional populations
• Be able to demonstrate the ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong working knowledge of financial aid management and student information systems
• Excellent organizational and interpersonal skills
• Ability to communicate effectively verbally and in writing
• Be able to work independently, make informed recommendations, and manage a dynamically urgent workload
• Capacity for real-time, learner-centric decision-making
• Detail-oriented with a penchant for clear and consistent documentation
• Strong commitment to customer service and continuous improvement of the student experience

Preferred Education and Experience:

• Master's Degree

All submissions should include a cover letter and resume.