Financial Aid Advisor

American Public University System•,

24d

About The Position

The Financial Aid Advisor provides phone-based financial aid support and counseling to students attending American Public University or American Military University. The role operates in a call-center environment, focuses heavily on customer service, and involves spending most of the workday handling inbound calls. Advisors help students understand and navigate Federal Student Aid, review financial aid package information, and support students and parents through the financial aid cycle. The schedule depends on business needs at the time of hiring.

Requirements

1–2 years of demonstrated customer service experience.
Associate's degree.
Strong interpersonal, verbal, and written communication skills.
Solutions-oriented attitude with demonstrated critical-thinking and problem-solving skills.
Excellent organizational and time-management skills, including the ability to prioritize and manage multiple demands with minimal supervision.
High level of telephone etiquette and professionalism.
Basic math skills.
General proficiency with Microsoft Office products, including Word, Excel, Outlook, and Teams.
Eligibility to access the National Student Loan Data System (NSLDS).

Responsibilities

Conduct inbound phone discussions to advise and educate students about forms of Federal Student Aid.
Provide high-quality customer service and help ensure students have funding packaged to access courses and pursue degree completion.
Solve problems and use basic math to review financial aid package information and ensure it is processed correctly.
Seek opportunities to improve the student experience and promote high-quality service.
Use financial aid and student databases to research issues and assist students and parents in real time during calls.
Meet daily duties within established Service Level Agreements and adapt to workflow changes based on staffing and business needs.
Consistently meet department quality and productivity metrics.
Collaborate as needed with University departments, including Admissions, Advising, and Student Support.
Maintain accurate knowledge of University products and services.
Understand and follow applicable laws, regulations, policies, procedures, and compliance requirements, and stay current on industry standards.
Maintain eligibility to access the National Student Loan Data System (NSLDS), including meeting the U.S. Department of Education's requirements regarding student loan default status.
Support and contribute to the organization’s commitment to diversity, equity, inclusion, and belonging.
Perform other duties as directed, requested, or assigned.