Note: The job is a remote job and is open to candidates in USA. West Virginia University is seeking a Remote Program Coordinator to support its Student Financial Aid Department. The role administers financial aid and scholarship funds by reviewing documentation, analyzing student records, making eligibility updates, resolving complex issues, and counseling students and families. The coordinator also collaborates with staff, monitors regulatory changes, develops educational programs, and trains employees.
Responsibilities
- Administer the accurate delivery of financial aid and scholarships by effectively analyzing student records and making necessary updates and corrections based on documentation received
- Employ professional judgement, as authorized by the Department of Education, to make changes to FAFSA data elements to ensure eligibility is based on a student’s current family financial situation
- Communicate clearly about documentation students/parents need to provide, updates systems to reflect needed documentation. Reviews documentation once received, verifies we have received the necessary information, makes reasonable, informed, fair and consistent decisions on courses of action and makes necessary adjustments to accurately reflect a student’s eligibility. Documents situation and changes/adjustments that are made
- Collaborate with team-members to determine daily priorities, and division of work based on the established expectations of management. Communicates clearly with team and other SFS staff to resolve issues, request or offer assistance, and to ensure student needs are being met accurately and timely
- Resolve complex problems by analyzing documents and researching federal, state and institutional policies and regulations
- Manage conflicts and resolve complaints and develop prevention strategies
- Design, develop and implement educational service programs related to financial aid and scholarships
- Counsel and thoroughly explains processes to customers via in-person, online or telephone
- Respond to questions from internal customers concerning processes in which staff member is involved and/or work staff member has completed. Routinely answers “acknowledged” and “In Process” tickets and assists with tickets during peak times
- Continually monitor the ever-changing rules, regulations, policy bulletins and statutes from federal, state, other agencies and the University
- Continually monitor the ever-changing rules, regulations, policy bulletins and statutes from federal, state, other agencies and the University
- Train staff in areas of expertise
- Perform other related duties as assigned by supervisor and other senior SFS staff
Skills
- Bachelor's degree
- A minimum of three (3) years of related experience involving:
- Working in a fast-paced, high-volume customer-oriented role
- The review, critique, and analysis of customer information which leads to sound decisions
- Any equivalent combination of related education and/or experience will be considered
- All qualifications must be met by the time of employment
- Ability to work on multiple tasks while exercising sound analytical and professional judgment
- Ability to effectively prioritize work tasks
- Excellent analytical skills
- An attention to details
- Strong organizational skills
- Ability to establish and/or follow established priorities
- Ability to work with and meet deadlines
- Ability to understand, interpret and follow complex instructions
- Ability to work as part of a collaborative team
- Ability to effectively communicate and interact with people of all ages and diverse backgrounds
- Strong mathematical and analytical skills
- Ability to document work performed
- Ability to work in a fast-paced, team-oriented, student-centered environment
- Ability to adapt to ever-changing priorities
- Strong computer skills, including but not limited to, Word, and Excel
- Ability to exhibit professionalism, at all times
- Must be able to obtain and maintain access to federal databases such as, but not limited to, FAA Access, COD and NSLDS
- Experience with various technologies such as Word, Excel, complex information systems, and/or relational databases to analyze data necessary to resolve issues is strongly preferred
- Experience with the Banner Student Information System is desired
- Experience working in higher education or related field in an administrative, data-driven field with preference given to applicants with document review requiring analytical ability and professional judgment
Benefits
- 37.5-hour work week
- 13 paid holidays
- 24 annual leave (vacation) days per year
- 18 sick days per year, including leave for illness, caring for sick family, and regularly scheduled medical appointments for the employee or their family
- A range of health insurance and other benefits
- 401(a) retirement savings with 6% employee contribution match
- Eligibility to continue health insurance and other retiree perks
- Wellness programs
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