Student Financial Aid Advisor - Call Center Student Svcs

Student Financial Aid Advisor - Call Center Student Svcs

Lubbock
44113BR
Student Financial Aid

Position Description

As a Student Financial Aid Advisor, you will play a vital role in assisting students and their families in navigating the complex landscape of financial aid and funding options for higher education. Your primary responsibility will be to provide comprehensive guidance, support, and resources to help students achieve their educational goals without being burdened by excessive financial stress. You will serve as a knowledgeable and empathetic resource, addressing inquiries, offering personalized advice, and ensuring that students are well-informed about the various financial aid programs available to them.

About the University

Founded in 1923, Texas Tech University began with a mission to serve the needs of West Texas, but its impact has always reached far beyond. Today, Texas Tech, located in Lubbock (pop. 300,000+), is home to a vibrant community of more than 42,000 students. Texas Tech's 1,800-acre campus showcases Spanish Renaissance architecture and is home to one of the country's largest public art collections. Its 13 colleges include a prestigious School of Law and a distinguished School of Veterinary Medicine. These programs equip students with the skills and knowledge needed to excel in their respective fields. Built on the values of West Texas - hard work, grit and authenticity - the university graduates students who are deeply engaged in service to their communities and well-positioned to succeed in the world. Texas Tech is committed to achieving research and scholarly accomplishments that compare favorably to the member institutions of the Association of American Universities (AAU). For more than 100 years, Texas Tech has been a premier destination for those seeking a world-class education and a unique, personalized experience as a member of the Red Raider family.

Major/Essential Functions

• Serve as a primary point of contact for the Student Financial Aid and Scholarships office for students, parents, and families by responding to financial aid inquiries via phone, email, front counter, events and other approved communication channels in a professional and timely manner.
• Serve in a high-volume, call center-oriented environment, managing inbound and outbound communications while balancing multiple service channels such as IMs, student worker interruptions, and email while maintaining a high standard of accuracy and customer service.
• Provide accurate information and guidance on federal, state, institutional, and external financial aid programs, including application processes, eligibility requirements, deadlines, cost of attendance, and award impacts.
• Assist students with navigating online systems to view, accept, and complete financial aid requirements, and review student records to identify and resolve outstanding items.
• Maintain compliance with all applicable federal, state, and institutional regulations and policies, including FERPA and Title IV requirements. Utilize systems (i.e. Salesforce, Dynamic Forms, Federal systems, etc.) to review student accounts/emails and inform supervisor of outstanding issues. Document all interactions thoroughly and accurately in institutional systems, escalating complex or sensitive cases to appropriate staff as needed.
• Meet established call center performance standards related to productivity, accuracy, service quality, and customer satisfaction, and participate in ongoing training and departmental initiatives. Contribute to supporting the overall Student Services team by managing the Salesforce email box and disbursing accordingly during peak and non-peak times.
• Support team members (full-time and student workers) via various channels (calls, emails, front counter, etc.). (This support could include: Responding timely to chats, joining a call as coach, joining a call or taking a transfer). Communicate training needs to the leader. Contribute to creating an engaging environment for the Call Center. Assist in guiding student workers to be successful by providing pertinent information as they check in daily. Assist in training of student workers.

Required Qualifications

Bachelor's degree plus one year related experience or a combination of education and progressively responsible related experience to equal five years. Must be able to access all federal and state financial aid system websites in order to perform the essential functions of this position. Must not be in default on student loans, which will prevent access to these systems (NSLDS, COD, etc.).

Preferred Qualifications

• Previous experience in Financial Aid Office and general financial aid knowledge
• Banner Financial Aid Management System
• Experience with university level counseling/advising
• Fluent Spanish speaker

Pay Range

$17.69 - $22.98 - $28.32

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.