STUDENT FINANCIAL SERVICES SPECIALIST

Ithaca College•Town of Ithaca, NY

3d•$20

About The Position

Serve as the initial contact for the Student Financial Services Office providing professional and positive customer service assisting current and prospective students and families with the financial aid process. Develop and maintain a strong working knowledge of federal, state, and College student aid regulations, policies, and procedures and provide a variety of information regarding various financial aid programs, procedures and eligibility requirements. Perform operational activities to include data entry, updating and maintaining student account information, receive and process forms and payments, and post transactions. Prepare reports, letters and other correspondence, and respond to questions regarding student financial services programs. Participate in efforts to attain the Office of Student Financial Services goal to provide outstanding service to students, parents, the campus community and other constituents; convey information related to student financial services clearly and and concisely to groups or individuals verbally and in writing; arrange and/or schedule appointments with appropriate staff within Student Financial Services. Greet and guide both prospective and current students and families through the financial aid process. Assess the student's individual need, explain aid programs, application procedures and eligibility criteria, and provide appropriate forms. Handle and respond to complex, sensitive, or emotional financial and customer situations. Respond to questions and identify and resolve processing and communication issues regarding billing, financial aid, payment deadlines, tuition rates, loans, forms, and related information; refer unusual concerns to appropriate staff within Student Financial Services. Develop and demonstrate a multicultural awareness and contribute to cultivating an inclusive, diverse and respectful College community. Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College. Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion. Receive and review application and supporting documentation in accordance with established guidelines to ensure complete financial aid documentation in preparation for verification and packaging. Research and resolve issues such as missing paperwork. Enter application information into database, scan documents, and setup and maintain files for financial aid application paperwork and student financial aid awards. Answer multi-line phone and provide a high level of service; receive and respond to e-mail corresponce; utilize the on-line student information system to review information and assist students and/or family members with inquiries providing thoughtful, complete responses. Document all inquiries and responses within the student information system. Open and sort mail; process payments and forms received and distribute all other mail to appropriate staff member for action. Research and assign returned mail to student assistants for proper follow-up. Participate in maintaining an accurate and consistent processing schedule in a high volume environment. Receive and process cash, checks, other currency, wire transfers, and credit card payments to student accounts for payment of advance deposits, tuition and fees, ID Express, payment plans and other accounts receivable; prepare deposit receipts and post to appropriate account; maintain adequate supply of change for daily business transactions; balance cash drawers and reconcile daily transactions. Assist with the collections process and participate in processing student transactions, posting of payments and disbursements, billing and other operational activities during high volume cycles and as assigned. Develop and maintain knowledge of various financial aid program eligibility standards, billing and collection rules and regulations, state and federal regulations, and financial aid services and programs offered through private, state, and federal agencies. Develop and maintain knowledge and ability to navigate through and utilize various systems and computer applications. Develop and maintain knowledge of the services provided by the Offices of Admission, Extended Studies/International Programs, Registrar, Residential Life, Student Employment and other campus offices and direct customers to appropriate campus offices. Meet with employees and graduate students regarding the payroll deduction option for paying student account balance; assist in determining the amount to be deducted and completing the required payroll forms. Using the online student information system, credit the full amount of the deduction to the student account and monitor deduction reconciliations from Payroll to ensure full deductions are paid. Use reporting tools to write reports as necessary; collaborate with the Associate Director for Student Financial Services Information Systems as needed.

Requirements

High school diploma or equivalent and a minimum of two years relevant experience; or the equivalent combination of education and experience.
Relevant work experience such as work in a student service area of a college or university, such as a financial aid or bursar office, other student service area where there was significant interaction with students and families, including positions held as a work study student or student employee.
Customer Service position with a financial focus, such a bank teller, loan processor, bank/credit unio call center rep, accounting or bookkeeping assistant, debt collection specialist.
Strong interpersonal and communication skills and the ability to effectively work and interact respectfully within a diverse and inclusive environment
Proficiency in various word processing, spreadsheet and database software applications and ability to learn new systems and applications
Strong organizational skills and attention to detail
Ability to maintain and monitor various accounts, prioritize projects, handle multiple tasks and meet deadlines are required.

Nice To Haves

Previous experience working with an on-line student information system in a college or university is preferred.

Responsibilities

Serve as the initial contact for the Student Financial Services Office providing professional and positive customer service assisting current and prospective students and families with the financial aid process.
Develop and maintain a strong working knowledge of federal, state, and College student aid regulations, policies, and procedures and provide a variety of information regarding various financial aid programs, procedures and eligibility requirements.
Perform operational activities to include data entry, updating and maintaining student account information, receive and process forms and payments, and post transactions.
Prepare reports, letters and other correspondence, and respond to questions regarding student financial services programs.
Participate in efforts to attain the Office of Student Financial Services goal to provide outstanding service to students, parents, the campus community and other constituents
Convey information related to student financial services clearly and and concisely to groups or individuals verbally and in writing
Arrange and/or schedule appointments with appropriate staff within Student Financial Services.
Greet and guide both prospective and current students and families through the financial aid process.
Assess the student's individual need, explain aid programs, application procedures and eligibility criteria, and provide appropriate forms.
Handle and respond to complex, sensitive, or emotional financial and customer situations.
Respond to questions and identify and resolve processing and communication issues regarding billing, financial aid, payment deadlines, tuition rates, loans, forms, and related information; refer unusual concerns to appropriate staff within Student Financial Services.
Develop and demonstrate a multicultural awareness and contribute to cultivating an inclusive, diverse and respectful College community.
Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College.
Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.
Receive and review application and supporting documentation in accordance with established guidelines to ensure complete financial aid documentation in preparation for verification and packaging.
Research and resolve issues such as missing paperwork.
Enter application information into database, scan documents, and setup and maintain files for financial aid application paperwork and student financial aid awards.
Answer multi-line phone and provide a high level of service
Receive and respond to e-mail corresponce
Utilize the on-line student information system to review information and assist students and/or family members with inquiries providing thoughtful, complete responses.
Document all inquiries and responses within the student information system.
Open and sort mail; process payments and forms received and distribute all other mail to appropriate staff member for action.
Research and assign returned mail to student assistants for proper follow-up.
Participate in maintaining an accurate and consistent processing schedule in a high volume environment.
Receive and process cash, checks, other currency, wire transfers, and credit card payments to student accounts for payment of advance deposits, tuition and fees, ID Express, payment plans and other accounts receivable; prepare deposit receipts and post to appropriate account; maintain adequate supply of change for daily business transactions; balance cash drawers and reconcile daily transactions.
Assist with the collections process and participate in processing student transactions, posting of payments and disbursements, billing and other operational activities during high volume cycles and as assigned.
Develop and maintain knowledge of various financial aid program eligibility standards, billing and collection rules and regulations, state and federal regulations, and financial aid services and programs offered through private, state, and federal agencies.
Develop and maintain knowledge and ability to navigate through and utilize various systems and computer applications.
Develop and maintain knowledge of the services provided by the Offices of Admission, Extended Studies/International Programs, Registrar, Residential Life, Student Employment and other campus offices and direct customers to appropriate campus offices.
Meet with employees and graduate students regarding the payroll deduction option for paying student account balance; assist in determining the amount to be deducted and completing the required payroll forms.
Using the online student information system, credit the full amount of the deduction to the student account and monitor deduction reconciliations from Payroll to ensure full deductions are paid.
Use reporting tools to write reports as necessary; collaborate with the Associate Director for Student Financial Services Information Systems as needed.