Veterans Certification Program Administrator

University of Southern California • Los Angeles, CA

2d • Onsite

About The Position

The Veterans Certification Program Administrator serves as a liaison between the federal (VA) and state (CalVet) offices and is primarily responsible for the certification of Veteran education benefits. This position is required to deliver timely, student-centric service to undergraduates, graduates, and online learners at the University of Southern California (USC). They are required to stay informed of federal and state guidelines and serve as a resource to students and staff. This role must have knowledge of and experience working with Military-Affiliated populations and the ability to execute creative and innovative solutions to deliver superior student service. In addition, this position may meet with and provide requested records to VA and State Approving Agency officials in conducting compliance surveys and supervisory visits (audits). Serves as the University's Veterans Certification Program Administrator for students receiving education benefits through the Department of Veterans Affairs (VA). This task includes the below duties: Serves as the primary contact for Veteran education benefits issues, and works with appropriate departments (ie., Student Financial Services, Billing, AR, Registrar's Office) to resolve with sensitivity to the Veteran's individual needs. Resolve VA educational benefits inquiries through trained expertise. Uses Enrollment Manager to report student enrollments to the VA in accordance with Federal guidelines. Monitors funs received by the VA, validates and verifies all payments are received, and processes overpayments and school debt letters. Maintains VA files for annual review purposes; prepared for federal audits and facilitates the visit. Advises and educates all Veterans benefit recipients regarding the requirements of the various benefit programs and assists with VA education benefit applications via inbound and outbound telephone/video calls and emails to direct lines or departmental queues. Maintains required level of training per VA requirements. Monitors federal (VA) and state (CalVet) guidelines to ensure the university and students are adhering to current regulations. Educated the USC community on policies and procedures of VA education benefits and keeps up to date with policy changes that impact processing. Determines the correct department for routing or scheduling that meets the students' needs. Projects a positive, friendly, welcoming experience, particularly when the issue is not easily resolved or required lengthy explanation. Understands and adheres to FERPA guidelines, Saint Leo policies and other institutional compliance expectations. Interacts with other university offices as necessary to provide quality customer service and referrals. Maintains a collaborative working environment with all team members. Responds to constituent needs through a variety of channels including, but not limited to phone, email and Zoom.

Requirements

• One year of prior experience working with veteran or Military-Affiliated populations inside or outside of an educational context.
• One year minimum experience supervising a team serving veteran or military populations.
• Experience or familiarity with military-related education benefits offered by the VA, and how they are administered and managed.
• Advanced customer service and computer skills, including experience with Microsoft Office products and other relevant software, including database and web-based programs.
• Excellent oral and written communication skills to communicate in clearly and effectively.
• Practical business-oriented approach to problem-solving and ability to multi-task and thrive in a fast-paced change environment.
• Ability to manager inbound and outbound telephone/video calls and emails white assessing student needs quickly and providing solutions proactively.
• Ability to maintain accurate and auditable records.
• Ability to work independently with a high degree of accuracy, attention to detail, and ability to meet deadlines.
• Ability to demonstrate sound judgment in working through complex transactions, with the ability to analyze, problem solve and communicate observations and recommendations.
• Ability to participate as a team member, ability to understand and interpret rules and regulations and ability to readily adjust to change.
• Ability to work effectively with students, faculty, and staff.
• Ability to professionally handle confidential material and associated issues; and maintain confidentiality of students’ records.
• Bachelor's degree
• Combined experience/education as substitute for minimum education
• 3 years Directly related professional experience in area of specialization

Nice To Haves

• Working knowledge of VA Enrollment Manager web-based platform preferred along with various other VA benefit portals.
• Knowledge of common higher education standards, policies, and procedures.

Responsibilities

• Serves as the primary contact for Veteran education benefits issues, and works with appropriate departments (ie., Student Financial Services, Billing, AR, Registrar's Office) to resolve with sensitivity to the Veteran's individual needs.
• Resolve VA educational benefits inquiries through trained expertise.
• Uses Enrollment Manager to report student enrollments to the VA in accordance with Federal guidelines.
• Monitors funds received by the VA, validates and verifies all payments are received, and processes overpayments and school debt letters.
• Maintains VA files for annual review purposes; prepared for federal audits and facilitates the visit.
• Advises and educates all Veterans benefit recipients regarding the requirements of the various benefit programs and assists with VA education benefit applications via inbound and outbound telephone/video calls and emails to direct lines or departmental queues.
• Maintains required level of training per VA requirements.
• Monitors federal (VA) and state (CalVet) guidelines to ensure the university and students are adhering to current regulations.
• Educates the USC community on policies and procedures of VA education benefits and keeps up to date with policy changes that impact processing.
• Determines the correct department for routing or scheduling that meets the students' needs.
• Projects a positive, friendly, welcoming experience, particularly when the issue is not easily resolved or required lengthy explanation.
• Understands and adheres to FERPA guidelines, Saint Leo policies and other institutional compliance expectations.
• Interacts with other university offices as necessary to provide quality customer service and referrals.
• Maintains a collaborative working environment with all team members.
• Responds to constituent needs through a variety of channels including, but not limited to phone, email and Zoom.

Benefits

• USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.
• USC observes affirmative action obligations consistent with state and federal law.
• USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.
• We provide reasonable accommodations to applicants and employees with disabilities.
• Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [email protected] . Inquiries will be treated as confidential to the extent permitted by law.

What This Job Offers

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