Financial Aid Solutions Team Representative

Strategic Education • Full-time • Chantilly, Virginia, United States • $18 - $27 / hour • 1d ago

The Financial Aid Representative’s role is to support students/learners via inbound/outbound phone calls and email, assisting in answering common questions around University policies and procedures as they relate to all methods of payment, including, but not limited to, Federal Financial Aid, and billing.

Essential Duties & Responsibilities:

Handle inbound/outbound students/learners requests through phone and email.
Determine needs of the caller and provide an appropriate solution which aligns with the team’s business processes and University guidelines. Expected to go above and beyond, problem solve, and exhaust all avenues to assist our students/learners population.
Help students/learners navigate financing options, University policy and other topics pertaining to various methods of payment used by our learners.
Assist all Financial Aid Advisors in day-to-day activity of supporting students/learners.
Manage outbound students/learners outreach along with inbound requests to manage queue volume.
Operate within a team, reinforcing a high quality, timely students/learners experience. This entails supporting colleagues, other departments, taking an active part in team discussions, 1:1 coaching sessions and providing constructive feedback to management.
Update, maintain and work in conjunction with Financial Aid Advisors to document and assist students/learners populations.
Work closely with the Financial Aid Support Team to identify trends and root cause of issues pertaining to learner needs.
Meet established objectives for making and receiving inbound calls and metrics.
Call out on a variety of collections campaigns in order to engage students/learners, past and present, to take action on their balance.
Process payments, work with Financial Aid Advisors to update students/learners records, and accurately complete accompanying procedures.
Have strong knowledgeable understanding of University systems, University Policy, and Federal Financial Aid regulations.
Have a fundamental understanding of business priorities to successfully balance students/learners and University needs.
Ability to understand key metrics and utilize self-service reporting and tools to monitor and share data.
Ability to drive results in a team-based environment.
Ability to influence positive students/learners behaviors and outcomes.
Ability to respond positively, adapt quickly, and thrive in a fast-paced, changing professional environment.
Ability to innovate with the purpose of accomplishing key objectives. Willing to take risks.
Ability to think critically in order to build plans of action and personalized solutions.
Ability to manage sensitive and confidential information.
Ability to prioritize the needs of the students/learners, and committment to providing an excellent students/learners experience.
Ability to form positive working relationships, foster effective team atmosphere and promote a collaborative environment with the students/learners, staff and leadership.
Ability to develop trust and hold others accountable to commitments.
Ability to maintain departmental guidelines for interacting with and responding to students/learners and University stakeholders.
Ability to manage time effectively by prioritizing and evaluating work to manage a variety of daily activities.
Ability to self-direct and follow through on assigned tasks while working both independently and collaboratively.
Ability to maintain best practices for students/learners interaction: Each interaction involves discovering needs, understanding the situation, recommending options and customized solutions, determining a way forward, and always engaging and listening to the needs of the students/learners.
Ability to communicate through a variety of channels/systems.
Ability to evaluate and learn new computer software applications quickly.
Excellent written and verbal communication skills.
Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook.

Work Experience:

1-3 years of phone based customer service

Education:

Associates degree or equal experience required
Bachelor's degree preferred

Certificates, licenses and registrations:

Other:

Must be able to travel 0% of time.
Must be able to lift 0lbs.
Typical office setting.
Mobility within the office including movement from floor to floor.
Travel via plane, car, and metro may be required to perform this job.
Must be able to work more than 40 hours per week when business needs warrant
Access information using a computer.
Effectively communicate, both up and down the management chain.
Effectively cope with stressful situations
Strong mental acuity
Regular, dependable attendance and punctuality are essential functions of this job.
Other essential functions and marginal job functions are subject to modification.
SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$17.75 - $27.00 - Hourly

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.