Financial Solutions Advisor

University of Maryland Global Campus

3d • Remote

About The Position

The Financial Solutions Advisor (FSA) works within UMGC’s Office of Financial Solutions to help learners develop long-term plans for funding their education and overcome financial obstacles to academic success. The FSA reviews federal student aid, military benefits, employer benefits, and self-pay options according to each learner’s circumstances, provides financial literacy resources, and helps learners identify affordable educational investments aligned with their goals. The department is a fast-paced, data- and technology-driven environment, and the FSA partners with colleagues in Admissions, Success Coach, Financial Aid, and Student Accounts.

The FSA guides learners from admission through graduation through email, SMS, live chat, inbound and outbound calls, and other case communications. The role includes counseling learners about Title IV aid and military education benefits, assisting with payment plans and employer benefits, and helping resolve overdue balances. The advisor also documents learner interactions in the Customer Relations Management system, meets monthly departmental metrics, participates in recruitment and retention events, and performs other duties as assigned.

This is a 100% remote role. The employee must use UMGC’s VPN to access non-public systems and connect computing equipment to broadband internet by Ethernet, with upload and download speeds of at least 25 Mbps. UMGC provides a laptop, monitor, headset, and office supplies; the successful hire provides home-worksite furniture and equipment. Employees may not conduct personal business during scheduled work hours, except during nonwork time such as breaks and lunch.

Requirements

• Earned bachelor’s degree.
• Two to three years of relevant work experience in an applicable role.
• Excellent customer service, time management, creative problem-solving, interpersonal, oral communication, and written communication skills.
• Strong attention to detail and accuracy.
• Must be able to meet and maintain access requirements for secure federal and/or state websites, including NSLDS; must not be in default on federal student loans.
• For the remote role, must have broadband internet with upload and download speeds of at least 25 Mbps and connect computing equipment to the internet via Ethernet.
• Must use the UMGC VPN when accessing non-public UMGC information technology services and data.
• Must provide home-worksite furniture and equipment; UMGC supplies office supplies, a laptop, monitor, and headset.
• Must not conduct personal business during scheduled work hours except during nonwork time, such as scheduled lunch and breaks.
• All submissions must include a cover letter and resume.

Nice To Haves

• Previous experience in financial aid, student accounts, student finance, higher education admissions or enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering, or a call-center or high-volume customer-service environment.
• Experience using CRM or call-center applications and tools, such as a dialer.
• Bilingual English/Spanish.

Responsibilities

• Partner with learners to develop long-term education funding plans using available aid, military, employer, and self-pay options.
• Explain Title IV grant and loan eligibility, FAFSA navigation, verification and C-flag documentation, and scholarship opportunities requiring FAFSA completion.
• Use FAA Access to CPS and NSLDS to access relevant information.
• Communicate aid disbursement dates, balance due dates, and disenrollment policies.
• Help learners understand how enrollment changes may affect financial aid eligibility and explain the R2T4 process and resulting balances.
• Partner with Success Coaches on future course scheduling, program applicability, and Satisfactory Academic Progress (SAP).
• Maintain current knowledge of Title IV regulations and UMGC scholarship opportunities.
• Counsel learners about active-duty and veterans’ education benefits and guide them through the process of receiving military tuition benefits.
• Maintain knowledge of UMGC services, including hybrid classes and testing services at military and civilian sites.
• Guide learners through enrollment and maintenance of monthly payment plans and discuss out-of-pocket payment options in light of other costs.
• Administer phone payments in compliance with PCI standards.
• Encourage learners to ask employers about tuition reimbursement and determine whether learners work for official UMGC partner employers offering tuition benefits.
• Maintain knowledge of employer partnership programs and their policies and attributes.
• Contact learners to resolve overdue balances before escalation to internal or State of Maryland collections processes.
• Maintain knowledge of state and institutional payment deadlines, disenrollment policies, and UMGC billing systems.
• Engage with learners through inbound and outbound calls, cases, email, SMS, and live chat in a call-center environment.
• Accurately document, maintain, and track learner interactions, information, and progress in the Customer Relations Management system.
• Meet monthly departmental metrics standards.
• Work university commencement if living within 50 miles of UMGC.
• Work some evening and weekend hours and, when required by business need, certain holiday hours.
• Participate in recruitment and retention activities, including virtual open houses, information sessions, and webinars, to provide funding guidance.
• Perform other duties as assigned.

Benefits

• 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years); time-off rates are prorated based on hours worked.
• Health care, medical coverage with vision, dental, and prescription plans for individuals and families, effective the first day of the month following hire. Contingent II employees averaging at least 30 hours per week are eligible for subsidized Maryland state medical and prescription benefits; those averaging at least 20 but fewer than 30 hours per week are eligible for a health-plan stipend.
• Term life, accidental death and dismemberment, and long-term disability insurance; C2 part-time employees working less than 0.5 FTE are not eligible for LTD.
• Retirement stipend equal to 7.25% of base salary for Contingent II employees, who may also contribute to a supplemental retirement account.
• Supplemental retirement plans include 401(k), 403(b), 457(b), and Roth options; the university does not provide subsidies or matching funds.
• Immediate tuition remission eligibility for CII employees at UMGC or the University of Maryland College Park. Spouses and dependent children become eligible for undergraduate tuition remission after two years of service; benefits are prorated for part-time employees working at least 50%.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level