The Financial Aid Support specialist is a multi faceted role that reports to Stratford University’ corporate Student Financial Services office but provides direct support function to 8 campuses as needed in capacities dictated by workflow needs at individual campuses and constituent support functions within the Student Financial services department. The position involves extensive travel to multiple campuses on an as needed basis. Success in this position requires the ability to serve multiple constituencies on multiple campuses, coordinate efforts with multiple departments; help coordinate resolution of conflicts among constituencies and departments as they relate to student finance, apply appropriate accounting practice to the student billing information; and source, assemble and disseminate complete and accurate information.
Serve as backup as needed based on staff vacancies for various reasons in the Office of Financial Aid related to Systems and Operations. During the absence of and SFS staff at a campus , the SFS specialists will report to the affected campus and assist with the on campus operations as needed.
Guide new students through the financial aid process and ensure they are properly prepared to complete same to ensure they are funded, packaged and prepared to start each semester.
Develop a student centered, customer service approach necessary for follow-up phone contact with students, requiring advanced understanding of the financial aid process. Responds to questions and advising needs in a call center type environment as needed , but may assist in-person and by written and email means for currently enrolled students, prospective students and parents.
Support students in understanding their tracking, analysis, and financial matters relating to the registration of classes, adds, drops, and withdrawals;
Assisting students remotely and in person as needed with paperwork and documentation relating to Dependency Override, Satisfactory Academic Progress appeals, and other Professional Judgments. Evaluates students’ financial aid files against supporting documents, i.e. parents and student taxable income from federal tax forms, untaxable income, family household size, number in college, and assets of the family. Processes in-house corrections for the Federal Student Aid Report (includes monitoring problems with the correction process and communicating them to the campuses).
Coordinate entrance and exit counseling for the Direct loan program. Coordinate financial counselling workshops, mews letters and campaigns. Contacts student loan borrowers by telephone; to educate students on their student loans repayment options during their grace period and to facilitate the cure of delinquent student loans in collaboration with student loan servicers; identifying borrower needs, researches and responds appropriately to borrower; collaborates with cross-functional Stratford University staff to support student success; utilizes various student information systems and customer relationship management software
Monitor closely the status of incomplete documents needed by FA applicants across multiple campuses and provides guidance and explanation on supplementary forms needed to meet individual circumstances; composes correspondence to students and other clients relative to aid eligibility, financial aid policy, and procedures; Work with students to obtain the documentation necessary to process their aid if they are selected for verification, performs special assignments and other duties as assigned by the Corporate manager of SFS
Travel to campuses and provide Staff training related to updated/new federal, state, and institutional policies and procedures, along with areas of responsibility as needed. Facilitate team meetings to inform staff about new issues and discuss any initiatives updates within regulatory area.
This position will be a leader as a customer service liaison for the SFS office with parents, students, and staff and will conduct themselves in accordance with FERPA and university policies. This position will research student inquiries and issues and respond accordingly: verbally, by phone, email or written correspondence within a timely manner. This position will be knowledgeable in areas related to billing and financial aid and will also be cross-trained in other student affairs offices including but not limited to file review, file audits and financial aid disbursements.
Assist in facilitating workshops and learns to make presentations on and off campus to groups regarding financial aid and scholarships. May develop special projects and recommendations. Use of professional judgment to solve financial aid problems.
Assist quality assurance specialist in Processing financial aid applications for all renewal applicants and serve as back up FA auditor as needed.