Financial Aid Advisor

American Public University System

14h•Hybrid

About The Position

The Financial Aid Advisor is responsible for providing phone-based financial aid support and counseling services to students attending American Public University System (APUS). This role functions in a call center type of environment and is heavily focused on providing a high level of customer service. Financial Aid Advisors will spend the majority of their workday engaged in inbound phone-based activities. This is a remote opportunity available to individuals across the US. For those local to our corporate office in Charles Town, WV, a hybrid schedule including 1 day per week on-site is required.

Requirements

1-2 years of demonstrated customer service experience
Strong interpersonal, verbal and written communications skills
Solutions oriented attitude with demonstrated critical thinking and problem solving skills
Excellent organization and time management skills with 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 & Teams

Responsibilities

Conducts inbound phone-based discussions, advising and educating students on various forms of Federal Student Aid
Provides a high level of customer service, ensuring that the student is packaged with funding to access courses and pursue degree completion
Actively engages in problem solving and regularly works with basic math skills to review financial aid package information to ensure correct processing.
Seeks out opportunities to enhance the student experience and promote high-quality service
Leverages financial aid and student databases to performs research while on phone calls to assist students and parents through the financial aid cycle in real time
Ensures daily duties are met within established Service Level Agreements and remains flexible to daily workflow as a result of staffing and business needs
Consistently meets department quality and productivity metrics
Collaborates with other University departments including Admissions, Advising & Student Support on an as needed basis
Maintains accurate knowledge of the University’s products and services
Understands and adheres to laws, regulations, policies and procedures, and compliance requirements, staying current on industry standards
Maintains eligibility to access the National Student Loan Data System (NSLDS),as defined by the US Department of Education. To maintain access to NSLDS, one must not have defaulted on any student loan in the past, be in default currently or have issues with access to NSLDS in the future
Supports and contributes to the organization’s commitment to diversity, equity, inclusion and belonging.
Performs other duties as directed, requested or assigned