Financial Aid Customer Service Specialist
American Public University System - Charles Town, WV

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Reports To
  • : Manager, Financial Aid Services Department: Finance Office Location : Charles Town, WV FLSA Status: Non-Exempt
  • Date Posted
  • : August 13, 2012 Date Closing : Open Until Filled
  • Synopsis of Role:

    The Financial Aid Customer Service Specialist is responsible for providing financial aid support to students attending American Public University System (APUS).

    This position requires engagement in student recruitment, admissions and/or financial aid activities, and therefore, is ineligible to receive certain types of incentive compensation.

    Essential Functions:
    • Advises students on various forms of financial aid including federal financial aid (Title IV), veteran’s benefits, alternative loans, scholarships, employer vouchers, military tuition assistance and other payment options.
    • Reviews documents for federal financial aid, veteran’s benefits and military tuition assistance and assists students with corrections and/or next steps.
    • Assists students, education offices, and employers via telephone and e-mail regarding the financial aid application and award process, alternative loan options and military educational benefits to include tuition assistance and veteran's assistance.
    • Monitors and assists students with Virtual Financial Aid Office (VFAO) progression.
    • Performs research on approval status of all financial aid types.
    • Assists Financial Aid Services Specialists with processing.
    • Contacts students via phone or e-mail to provide updates or request information in relation to financial aid processing.
    • Identifies and escalates reoccurring student issues to supervisor.
    • Interacts with other departments to achieve daily goals.
    • Works with student files and completes research, filing, pulling and refilling as necessary for the five functional units of the Finance Department.
    • Performs other duties as assigned.
    Work Environment and Physical Demands:
    • Standard office environment in Charles Town, WV.
    Required Skills
    • Basic computer skills, experience with the Internet, and proficiency with Windows based applications required.
    • Demonstrated positive work ethic and attitude.
    • Excellent verbal and written communication skills.
    Required Experience
    • Associate degree preferred.
    • Minimum two years experience in financial aid, veteran's benefits, tuition assistance, customer service or call center environment required.
    • Experience working in an office environment required.

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