Student Financial Services Advisor

Newark/Hybrid

Context Of The Job

Under the general direction of the Senior Student Financial Services (SFS) Advisor, the SFS Advisor helps ensure student success by providing financial aid and billing advisement to students and their families. From prospective students through graduation, he or she is responsible for meeting and corresponding with students and their families to guide them through components of financing undergraduate and graduate degrees, as well as continuing education coursework. As part of this, the SFS Advisor discusses and analyzes students’ financial circumstances and uses expertise and judgment to determine the appropriate courses of action for students and families to take as appropriate. These may include, but are not limited to, exploring and reviewing financial aid appeals, adjusting loan amounts, and waiving holds and late fees. The SFS advisor also reviews students’ accounts for proactive outreach that align with the University’s retention strategy.

The SFS Advisor must become knowledgeable about federal Title IV regulations and institutional financial aid and billing policies and procedures. The SFS Advisor monitors cases until resolutions of issues are complete, advocating for the students and keeping SFS management informed of any systemic issues. He or she also works with campus partners to ensure the overall success of the students.

The SFS Advisor is responsible for identifying ways to improve practices, processes, and services within the unit and on behalf of the department and overall University. This position plays a pivotal role in recommending changes to policies and procedures to SFS management.

Major Responsibilities

• Advises students and families on billing and financial aid matters via phones, email, and in-person appointments, in addition to participating in presentations and question/answer sessions.
• Manages contacts through entire life cycle from original inquiry through to resolution.
• Interprets and executes financial policies and procedures that have potential impact on University enrollment and compliance with federal, state, local, and University policies related to financial aid and billing.
• Makes decisions relating to holds, fee waivers, and course cancellations that affect collection of accounts receivables.
• Assists in the collection and processing of documentation (e.g., federal verification, Satisfactory Academic Progress, budget increases, financial aid appeals).
• Analyzes and communicates to targeted groups of students for outreach and proactive counseling to increase student success.
• Ensures financial clearance (to prevent holds or to release financial holds that prevent students from participating in key functions such as registration and release of certified records) is working effectively.
• Maintains confidentiality and safeguards the privacy of student, parent, and University information related to financial data, academic data, and University funds in compliance with federal and state laws.
• Recommends changes to methods to improve practices, processes, and services within the unit.
• Joins in financial aid committee discussions and renders opinions on unique professional judgment circumstances.
• Refers students and families to appropriate SFS, institutional, and other resources.
• Attends professional conferences, meetings, and trainings for financial aid and billing as required.
• Participates in recruitment and advisement events by presenting billing and financial aid information and meeting with students and families.
• Supervises and provides quality control for hourly and student hourly workers as assigned.
• Performs miscellaneous job-related duties as assigned.

Qualifications

• Bachelor’s degree and one year of related work experience, preferably in a services unit in student financial services, financial aid, or student accounts area within a university setting.
• Knowledge of student financial aid, housing, dining, federal work-study, and federal and private educational loan programs and policies in a university setting is preferred.
• Ability to make decisions based on objective data and applying complex regulations and policies.
• Effective oral and written communication skills, including demonstrated customer relations and listening skills.
• Ability to exercise tact and discretion.
• Ability to interpret, adapt, and apply guidelines and procedures in compliance with federal, state, and institutional regulations.
• Ability to make administrative/procedural decisions and locate multiple pieces of essential information to analyze and solve problems.
• Proficient computing skills with experience preferably with PeopleSoft student systems; experience with word processing, spreadsheet, database, and presentation software.
• Proficient with email and web navigation.
• Demonstrated understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value