Finance Advisor

About The Position A Finance Advisor uses one or more communication channels, such as inbound calls, outbound calls or written correspondence, to communicate with students via assigned channel(s) and complete work items. An individual researches students' financial aid accounts and provides explanations of financial aid processes and account management throughout the student lifecycle to provide an optimal customer experience related to education financing. As needed, an individual appropriately de-escalates situations with students who have questions and/or issues with their financial aid and effectively resolves any issues. About The Position A Finance Advisor uses one or more communication channels, such as inbound calls, outbound calls or written correspondence, to communicate with students via assigned channel(s) and complete work items. An individual researches students' financial aid accounts and provides explanations of financial aid processes and account management throughout the student lifecycle to provide an optimal customer experience related to education financing. As needed, an individual appropriately de-escalates situations with students who have questions and/or issues with their financial aid and effectively resolves any issues. A Finance Advisor conducts research regarding students' finance needs and related issues, determines the best course of action to communicate to the student and ensures that financial aid processes are completed in accordance with established guidelines. Additionally, an individual may be required to complete other job duties as business needs dictate. About You You are known for your attention to detail and have a strong commitment to complete tasks on time. You thrive in an environment that has established guidelines and you have resources to support your success. You are a natural problem solver. You have excellent communication skills. You thrive in an environment that is supportive with continuous feedback from peers and leaders. Important: You must reside in one of the following states: AZ, OR, ID, MT, NM, NV, UT, WY, TX Schedule: The role starts on September 28th. This position will work 8:00am - 5:00pm AZ standard time during the first 12 weeks of training. After that, the position is expected to be 10:00am - 7:00pm in your time zone. What You'll Do Perform and manage multiple system-delivered tasks efficiently and effectively to maximize availability for all inbound and outbound student inquiries, while meeting the department's standards for productivity and quality. Based on business need, assist other channel teams to ensure all work items are completed on a timely and accurate basis. Evaluate students' accounts to explore financial aid solutions that assist students in attaining their educational goals; effectively analyze complex students' financial aid situations and communicate findings with students in a way that is easily comprehendible. Educate and assist prospective and/or current students regarding policies and requirements for selected financial aid options, including federal student financial aid. Facilitate the timely and accurate processing of federal student financial aid and ensure compliance with established regulations, University policies, procedures, and guidelines. Proactively identify potential bottlenecks within the student finance process and initiate steps to resolve those bottlenecks (next issue avoidance). Collaborate with Enrollment, Academic Counseling and other internal departments as needed to ensure a positive student experience. Adhere to Financial Services quality guidelines which are subject to change. Be available to work daily shifts in accordance with assigned full-time (40-hour) work schedule. Occasional overtime may be required as business needs dictate. Perform other duties as required or apparent. NOTE: The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents' performance objectives as outlined by the incumbents' immediate manager. Supervisory Responsibilities None Minimum Education And Related Work Experience High School Diploma or Equivalent Additional Qualifications Prior experience in an educational environment, particularly financial aid advisement, operations, or other student-facing roles Prior experience in a customer/client-service oriented call center with a queued phone system environment General knowledge of the higher education industry and Title IV funding Ability to handle escalated communication and appropriately de-escalate Computer proficiency with an ability to learn and navigate multiple proprietary software applications Excellent communication skills with an ability to accurately convey financial aid information through assigned channel(s) Able to perform multiple tasks accurately, efficiently and effectively Self-motivated with an ability to work independently when required and collaborate in a team environment as appropriate. Important: You must reside in one of the following states: AZ, OR, ID, MT, NM, NV, UT, WY, TX Schedule: The role starts on September 28th. This position will work 8:00am - 5:00pm AZ standard time during the first 12 weeks of training. After that, the position is expected to be 10:00am - 7:00pm in your time zone. University of Phoenix is an equal opportunity employer. If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions. #J-18808-Ljbffr