Financial Assistance Advisor I - Documents/Customer Service

University of the Incarnate Word, United States

Updated: about 19 hours ago
Location: San Antonio, TEXAS
Job Type: FullTime
Deadline: ;

Position Details
Position Information


Position Title Financial Assistance Advisor I - Documents/Customer Service
UIW Mission
University of the Incarnate Word is a Catholic institution that welcomes to its community persons of diverse backgrounds, in the belief that their respectful interaction advances the discovery of truth, mutual understanding, self-realization, and the common good.
Position Summary
The Financial Assistance Advisor I – Documents/Customer Service is primarily responsible for managing student email communications, imaging and indexing current paperwork, performing pre-verification, supporting the service team (front counter/phones) and supporting outreach initiatives (communications, orientations, workshops). The Financial Assistance Advisor I-Documents/Customer Service reports to the Assistant Director of Financial Assistance.
All advisors work as student advocates and understand the role financial assistance plays in the success and engagement of our students.
Benefits
UIW has been identified year after year as one of the nation’s Great Colleges to Work For based on employee feedback. UIW offers an outstanding benefits package for full-time employees that includes medical, dental, vision, flexible spending accounts, numerous paid holidays, vacation and sick leave. Tuition benefits include UIW tuition waivers, tuition exchange programs and Brainpower Connection discounts for employees and dependents. Retirement benefits include 403b retirement plans with a 7% employer match, plus a retirement health solution. We also offer employer-paid Life/AD&D, long-term disability, pet insurance, an Employee Assistance Program (EAP), wellness programs, employee discount program, Public Service Loan Forgiveness (PSLF) eligibility and more! Please refer to the Human Resources webpage for additional details on our benefits and eligibility.

Job Duties


Job Duty Name Email and Customer Service Support
Description of Job Duties
  • Provide support for Tele-Counselor and Front Counter Advisors.
  • Respond to all email inquiries within 1 business day.
  • Forward emails as necessary to appropriate advisor(s).
  • Counsel students and families on the financial assistance process; including application process, awarding philosophy, types of financial funds available, eligibility requirements, university costs and budgets, and understanding changes to their FAFSA or award.
  • Provide accurate and thorough responses to students inquiring about possible changes to their enrollment, including renewal eligibility of current aid.
  • Collaborate with other university service areas to provide and improve services to students.
  • Research policies, services, and resources available across campus in order to counsel or refer students to necessary resources.
Job Duty Name Imaging and Indexing
Description of Job Duties
  • Scan (image) and indexing paperwork and correspondence received over the counter, by mail, by fax and by email.
  • Review all documents for completeness and conflicting information.
  • Provide pre-verification screenings of paperwork received to include updating students on additional documents that may be needed based on incomplete forms or conflicting information.
Job Duty Name Support Outreach Initiatives
Description of Job Duties
  • Take an active role in communications, orientations, and workshops.
  • Actively contribute to the outreach efforts of the office and university for either new or continuing students.
  • Participate in outreach efforts ranging from presentations to small or large groups on or off campus, workshops or representing the college at varying events as necessary.
Job Duty Name Service Improvements and Competencies
Description of Job Duties
  • Develop and maintain knowledge of UIW processes and systems and make suggestions that improve the quality of customer support services.
  • Develop and expand functional knowledge and use of Banner and Microsoft Office.
  • Stay up to date on changing requirements of documentation for federal, state, and other aid; suggest changes to forms to maintain compliance and streamline services.
  • Ensure communications and processing are in compliance with FERPA and other federal, state and local laws and regulations pertaining to higher education.
  • Develop and expand knowledge of college admission and enrollment processes.
  • Adapt to new policies and learn new skills, to include learning new software when necessary.
  • Study for and obtain NASFAA Financial Aid Administrator credentials, as desired or assigned by leadership.
  • Perform other duties as assigned.

Qualifications


Knowledge Skills and Abilities
  • Ability to proactively problem-solve and multi-task in a fast-paced cooperative environment.
  • Strong written and verbal communication skills.
  • Possess organization skills and a decisive, positive attitude.
  • Ability to provide excellent customer services and maintain a high level of professionalism.
  • Reliable, self-motivated, and able to contribute to and support a team effort.
  • Ability to work effectively with individuals from diverse communities and cultures.
  • Employee shall adhere to all applicable rules and regulations of the University, the Conference, and the NCAA.
Required Education
Bachelor’s Degree.
Required Work Experience
One (1) year of customer service experience.  Note that additional education will be considered in lieu of experience.
Preferred Qualifications
  • One (1) year of customer service experience in an office setting.
  • Prior experience with BANNER software.
Required Certifications, Licenses or Registrations
N/A.
Work Hours
Monday – Friday 8-5 with extended hours as needed to meet departmental goals, to include some evening or weekend hours as needed during peak seasons.
Physical Demands
None specified.

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