Information on the Department:
Student Financial Services is the customer service component for both Financial Aid and Student Accounts. The Student Financial Services Representative is part of a team that serves as the primary contact and support for students and families in the Lesley University community seeking financial aid and student accounts information. The SFS Representative will provide customer service regarding financial aid applications, deadlines and awards; student account statements, due dates, payments, refunds and adjustments; payment plans and alternative financing options; and student employment. Customer service is provided in person, over the phone, and via email. The primary goal of this position is to assist in the recruitment and retention efforts of the University by providing excellent and timely customer service to ensure the student experience is positive. Strong communication and time management skills, professionalism, adherence to student privacy, and the ability to work cohesively within a team in a fast-paced environment are crucial.
Job Description and Responsibilities
- Respond to inquiries in person, over the phone, and via email on issues pertaining to Financial Aid and Student Accounts in a timely and courteous manner.
- Troubleshoot students’ or families’ issues as needed, provide follow-up, and refer issues to the appropriate personnel within the office.
- Assist students with the financial aid application process, explain common terms, and be familiar with the basic requirements for eligibility.
- Navigate, research, and communicate information from the Common Origination & Disbursement (COD) website as it pertains to federal grants and federal loans.
- Responsible for overseeing that submitted financial aid documents are processed in an accurate and efficient manner.
- Maintain familiarity with the types of financial aid available, application deadlines, federal regulations, tuition, fees, miscellaneous charges, payment policies, billing and financial aid deliveries for all programs, the refund process and account audits.
- Process all University deposits and tuition payments including, but not limited to checks, credit and debit cards, vouchers, UPlan, and UFund.
- Daily reconcile each cashiering session and submit electronic deposits.
- Review Daily Hold list to clear holds.
- Analyze monthly aged balance reports, perform skip tracing as needed, initiate communication on delinquent accounts, and counsel students with past due accounts on options to pay.
- Negotiate, establish, and monitor in-house payment plans.
- Collaborate with other service departments to enhance student relations (e.g. University Registrar, Admissions, Academic Advising).
- Work independently and within a team, make sound business decisions, use acute attention to detail, and manage multiple and competing demands in a fast-paced office environment.
- Maintain confidentiality with sensitive student information, always working within the right to privacy guidelines, and in observance of the Family Education and Rights Act (FERPA).
- Working knowledge of University policies, including the Office of the University Registrar, as they relate to Student Financial Services.
- Represent Student Financial Services at Open Houses, check-ins, registrations, and additional events as needed.
- Other duties as assigned by the immediate supervisor, the Associate Director of Student Accounts and/or the Associate Director of Financial Aid.
- At least 60 credit hours of undergraduate study (may include an Associate’s Degree or equivalent); Bachelor's degree preferred;
- Accounting skills that would enable to you to process payments and reconcile daily transactions.
- 2-3 years of customer service experience and the ability to handle sensitive issues with tact and diplomacy.
- Excellent verbal, written, and interpersonal communication skills, including excellent telephone communication skills.
- Must be organized, able to analyze complex data, prioritize tasks, and meet deadlines in a fast-paced work environment.
- Must be able to work independently and as a collaborative team member and have a commitment and ability to work with diverse populations?
- Proficiency using MS Office Software Suite (i.e., Outlook, Word and Excel).
- Must have an aptitude to learn new systems such as Datatel Colleague and the computer skills necessary for data entry and retrieval.
- Must be able and willing to work from 9 AM to 5 PM Monday through Friday each week, with the ability to work overtime as required, such as nights and weekends on occasion.
- Must be in good standing on any federal student loan or federal parent loan.
BACKGROUND CHECKS ARE REQUIRED FOR ALL POSITIONS.
Grade 8: $35,764.69 - $49,354.79
Applications will be reviewed as they are received, applicant screening will begin immediately, and the search will continue until the position is filled
Please include a cover letter, CV/ resume, and contact information for three references.
Lesley University is an Affirmative Action/Equal Opportunity Employer, and is committed to increasing the diversity of the university community and the curriculum. Candidates who believe they can contribute to this goal are encouraged to apply