Note: The job is a remote job and is open to candidates in USA. American Public University and American Military University provide postsecondary education through American Public University System. The Financial Aid Advisor provides phone-based financial aid support and counseling to students, advising them on Federal Student Aid and helping ensure accurate funding and processing. The role operates in a call center environment, conducts real-time research, resolves issues, and maintains service, quality, compliance, and productivity standards.
Responsibilities
- Conducts inbound phone-based discussions, advising and educating students on various forms of Federal Student Aid
- Provides a high level of customer service, ensuring that the student is packaged with funding to access courses and pursue degree completion
- Actively engages in problem solving and regularly works with basic math skills to review financial aid package information to ensure correct processing
- Seeks out opportunities to enhance the student experience and promote high-quality service
- Leverages financial aid and student databases to performs research while on phone calls to assist students and parents through the financial aid cycle in real time
- Ensures daily duties are met within established Service Level Agreements and remains flexible to daily workflow as a result of staffing and business needs
- Consistently meets department quality and productivity metrics
- Collaborates with other University departments including Admissions, Advising & Student Support on an as needed basis
- Maintains accurate knowledge of the University’s products and services
- Understands and adheres to laws, regulations, policies and procedures, and compliance requirements, staying current on industry standards
- Maintains eligibility to access the National Student Loan Data System (NSLDS),as defined by the US Department of Education. To maintain access to NSLDS, one must not have defaulted on any student loan in the past, be in default currently or have issues with access to NSLDS in the future
- Supports and contributes to the organization’s commitment to diversity, equity, inclusion and belonging
- Performs other duties as directed, requested or assigned
Skills
- 1-2 years of demonstrated customer service experience
- Strong interpersonal, verbal and written communications skills
- Associate's degree required
- Solutions oriented attitude with demonstrated critical thinking and problem solving skills
- Excellent organization and time management skills with the ability to prioritize and manage multiple demands with minimal supervision
- High level of telephone etiquette and professionalism
- Basic math skills
- General proficiency with Microsoft Office products, including Word, Excel, Outlook & Teams
Benefits
- Remote work arrangement
Company Overview