Position Summary
Reporting to the Assistant Director of Student Contact and Communication, this position is the primary contact for students, prospective students, and family members regarding both Financial Aid and Student Account related questions. This position provides customer services and counseling for both financial aid and student account related activities and contact may take place over phone, in-person, via email or virtual video appointments.
Essential Functions and Associated Tasks
Financial Aid: Assist students and families with questions regarding applying for financial aid. Explain the Free Application for Federal Student Aid (FAFSA), including eligibility and filing issues, and assist with its completion as necessary. Answer questions about financial aid packages and the timing of awards. Provide information on types of loans (federal, state, and private) and assist students with the complex process associated with loans. Explain the financial aid verification process and assist students and families with documents required to satisfy verification. Explain satisfactory academic progress, requirements, and the eligibility appeal process. Assist students with Financial Aid special circumstance appeals and how financial aid decisions are made. Explain student's rights for financial aid and the student's responsibility in the Financial Aid process. Explain all financial aid questions that can be answered in a 5-7-minute timeframe that are not confidential in nature. Provide information about scholarships and grants for all student body populations, i.e., undergraduate, and graduate students and how to maintain eligibility. Provide information on federal and state grant qualifications. 45%
Student Account Management: Provide information and assist with payment and financing options, payment plans, refunds, billing schedule, account balances, lost checks, waiver requests (e.g., health insurance and late fees), 1098-T, paid receipts and holds. Provide counseling to students, prospective students, and family members about educational finance options. 45%
Online Services: Assist students, prospective students and families with various online services including: MySeattleU, FAFSA and the studentaid.gov website for federal loan information. 10%