Customer Advisor representing client image and ensuring effective communication. Engaging in operational management and administrative tasks for customer satisfaction at Konecta.
About the role
- Financial Aid Counselor assisting students with financial aid queries at WGU. Supporting financial planning, federal aid programs, and maintaining accurate records while providing exceptional customer service.
Responsibilities
- Provide professional and timely assistance to students regarding questions and concerns students may have regarding any aspect of financial aid requirements and/or eligibility
- Initiate communication by phone call or email to students when needed
- Provide professional assistance to students by advising and assisting them with financial planning, federal and state aid programs and application requirements, collecting data and keep accurate records
- Coordinate the scheduling of appointments with students for financial aid counseling requests
- Document student application and interviews including special or unique circumstances related to the students’ academic and financial situation
- Maintain professionalism and remain calm when students are frustrated or have a difficult time understanding documentation requirements
- Conduct presentations on financial aid programs and policies to university constituents
- Ability to understand billing cycles and financial processes, providing timely interventions for students
- Coordinate communication between student and other teams, providing problem solving resolutions or request for needed intervention
- Communicate effectively and consistently with appropriate internal department members from financial services, admissions, registrar and student accounts as needed
- Perform other job-related duties as assigned
Requirements
- Bachelor's degree in related field
- 3+ years of experience in financial aid at the postsecondary level
- Knowledge of Federal Title IV regulations, procedures, and eligibility requirements
- Must be in good standing with the US Department of Education, no loans in default
- Experience with Financial Aid Management systems
- Excellent customer service skills required
- Excellent phone etiquette required
- Knowledge of federal regulations pertaining to federal student aid, including needs analysis and eligibility assessment
- Skills in developing presentations and informing those in financial need
- Skills in verbal, written and interpersonal communication
- Skills in the use of Microsoft Office programs such as Word, Excel, PowerPoint, Outlook, etc.
- Ability to analyze and solve problems in an effective and professional manner
- Ability to work independently and to organize a heavy workload.
- Ability to communicate effectively with a diverse group of individuals to meet their needs
- Must be able to travel as needed to in-person events and conferences
Benefits
- Bonuses
- Medical, dental, vision, telehealth, and mental healthcare
- Health savings account and flexible spending account
- Basic and voluntary life insurance
- Disability coverage
- Accident, critical illness, and hospital indemnity supplemental coverages
- Legal and identity theft coverage
- Retirement savings plan
- Wellbeing program
- Discounted WGU tuition
- Flexible paid time off for rest and relaxation with no need for accrual
- Flexible paid sick time with no need for accrual
- 11 paid holidays
- Other paid leaves, including up to 12 weeks of parental leave
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