Student Financial Support Specialist

Vermont State Colleges System•Castleton, VT

About The Position

The Student Financial Support Specialist is the primary escalation point for admissions counselors, advisors, and other student success staff handling students’ complex or unusual financial aid, billing, and payment questions. The specialist connects students with appropriate resources in Financial Aid, Student Accounts, or the Registrar’s Office and provides guidance on issues including estimated family contribution, financial aid awards, Parent PLUS loans, payment plans, bookstore charges, FAFSA needs, and financial aid verification. The role advises prospective and returning students and parents with unique financial circumstances through in-person, email, and phone support. It also provides billing, payment, and financing assistance for students in populations such as veterans, international students, study-abroad participants, and students using third-party payment. The specialist works directly with veteran and international students on certification paperwork and related internal processing. The position collaborates across departments and within Student Success to advance Vermont State University’s student success goals, mission, and vision, while supporting accessibility and diversity, equity, and inclusion initiatives. It provides inclusive customer service through multiple communication channels, assists faculty and staff with basic financial aid and billing questions and related technology, and monitors and helps maintain online and other assistance resources. The position supervises student employees and reports directly to the Vice President for Admission and Enrollment Services.

Requirements

Associate degree in an appropriate discipline with two to four years of relevant experience, or comparable knowledge and skills acquired through experience.
Knowledge of, or ability to learn, detailed financial aid processes and information, including federal, state, and institutional awards and grants.
Understanding of Vermont State University’s educational goals and objectives, including accessibility and diversity, equity, and inclusion.
Understanding of the psychological and cultural characteristics of economically and educationally disadvantaged students, particularly in a rural setting.
Experience recording notes and collecting data about services provided.
Excellent interpersonal, oral, and written communication skills.
Strong organizational and problem-solving skills.
Experience with, or ability to learn, technologies such as Aviso, Colleague, SelfService, Slate, Microsoft products, and Perceptive Content.
Accountability and follow-through, with the ability to meet deadlines.
Ability to work in a fast-paced environment and adapt to changing work processes.
Ability to positively influence student skill development, including communication, leadership, academic, technical, noncognitive, and social skills.
Ability to foster student development toward student success goals, including academic purpose, belonging and identity, agency, career readiness, civic readiness, and access and equity.
Positive attitude regarding Vermont State University and a desire to improve student outcomes, including attention to diversity, equity, and inclusion.
Ability to support a diverse community and promote diverse perspectives and cultures in an inclusive environment.
Ability to work effectively with a wide range of university individuals and collaborate as part of a team.
Ability to work some weekends and evenings to provide student support outside normal business hours.

Nice To Haves

Bachelor’s degree in an appropriate discipline with two to four years of relevant experience, or comparable knowledge and skills acquired through experience.

Responsibilities

Serve as the primary escalation point for complex or unusual student financial aid, billing, or payment questions, connecting students with Financial Aid, Student Accounts, or the Registrar’s Office as appropriate.
Handle escalated questions concerning students’ personal financial situations, including estimated family contribution, financial aid awards, Parent PLUS loans, payment plans, bookstore charges, FAFSA needs, and financial aid verification.
Respond to escalated billing, payment, and financing questions for unique student populations, including veterans, international students, study-abroad participants, and students with third-party payment.
Counsel prospective and returning students and parents with unique circumstances about financial needs, information, and assistance in person, by email, or by phone.
Work directly with veteran and international students to provide certification paperwork and complete internal processing as needed.
Collaborate across departments and within Student Success to support university student success goals, mission, vision, accessibility requirements, and diversity, equity, and inclusion initiatives.
Provide inclusive, excellent customer service in person, by telephone, email, video call, live chat, text, and other modalities.
Assist faculty and staff with basic financial aid and billing questions and provide first-level support for related technology.
Monitor student financial aid and billing assistance resources, including the student portal, web pages, online resources, and forms, and coordinate updates with Financial Aid and Student Accounts.
Supervise student employees.
Perform other related duties as needed.