• Student Finance Advocate

    Location US-NJ-North Brunswick
    Job ID
    2018-99995
    Institution
    Adtalem Shared Operations
    Department
    Student Services
    Employment Type
    Regular Full-Time
    FLSA Status
    Non-Exempt
  • Opportunity at a Glance

    The Student Finance Advocate is primarily responsible for providing administrative and student support for the medical and veterinary institutions (Ross University School of Medicine, Ross University School of Veterinary Medicine and American University of the Caribbean School of Medicine).  The SFA will address inquires and issues related to student finance needs regarding student accounts and financial aid. Candidates must possess superior customer service skills, a superior level of professionalism, and the ability to perform multiple tasks in a timely and accurate manner.

    Responsibilities

    • Provides customer support by monitoring, responding to, and resolving student inquiries and issues via phone, e-mail, as well as utilizing the RightNow CRM system to create, respond to and reassign incidents.  Identifies and escalates issues to management as needed.
    • Acts as liaison between the students, administrative offices and third-party agencies such as student loan servicers. 
    • Accountable for superior customer service skills in all student interactions.
    • Follows Student Finance policy and procedure in execution of any account maintenance requests
    • Assists students and campus staff members in all aspects of financial aid and student accounts such as missing document follow-up, collections, etc.
    • Follows-up on all items preventing or delaying the awarding and disbursement of financial aid to ensure that all students are ready to disburse at or before the end of the first session. This includes contact with external and internal departments.
    • Documents and tracks all calls and customer interaction into the appropriate systems
    • Maintains a high level knowledge of institutional academic policies and procedures and ensures compliance with all government laws and regulations related to financial aid and student records, such as FERPA.
    • Assists students in meeting their financial needs and educational goals.
    • Advises students on financial aid processes such as the FAFSA application process, loan applications, loan increases and reductions, health insurance, payments, payment plans, and other outstanding loan issues. Works with the advisors and campus to collect additional documents and information from students related to these processes.
    • Collaborates with the Ned/Vet Student Finance office in resolving escalated student financial aid issues.
    • Maintains student records, ensuring that all student data is current and accurate in the Banner information system at all times.  May include data entry into various systems.
    • Analyzes student finance reports and enhances customer service by proactively reaching out to students through electronic and other means of communication and phone calls on issues such as registration, account balances, account holds, and missing information. 
    • Works with management to utilize student feedback to assist in the improvement of processes.
    • Participates in activities associated with the student check-in process for each semester.  May travel to the campuses to support campus functions.
    • Attends training sessions and provides training to team on advanced financial aid topics and technology.
    • Participates in departmental meetings.
    • Provides back up support for advising staff as needed.
    • Assists with administrative support needs as requested. 
    • Completes other duties as assigned.

    Qualifications

     

    • Minimum of a bachelor’s degree or equivalent work experience. 
    • Background in a financial services or student services organizations highly preferred with direct, customer service experience.
    • Candidates must possess excellent interpersonal, both written and verbal communication skills and the ability to effectively interact with staff, faculty and students.
    • Candidates must possess problem-solving skills and the ability to exercise judgment in addressing and/or escalating issues.  
    • Proficiency in Microsoft office applications is required and some knowledge of and experience with higher education software platforms (i.e. Banner, Right Now) is preferred. 
    • Candidates must have the ability to perform each essential duty satisfactorily. 
    • Candidates must have the knowledge and ability to apply fundamental customer service concepts, practices and procedures to create effective customer relationships.
    • Candidates must be highly-motivated, reliable, a team leader, multi-task oriented with the ability to prioritize and meet deadlines in a fast-paced environment.
    • Ability to travel (15%)       
    • Candidates must possess a sense of urgency and practice confidentiality


    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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