Financial Aid Advisor

Role Overview Financial Aid Advisor The Financial Aid Advisor provides phone-based financial aid support and counseling services to students attending American Public University System (APUS). This role functions in a call center type of environment and focuses on high-level customer service. Advisors spend most of their day on inbound phone activities. The position is remote across the US; individuals local to the corporate office in Charles Town, WV, must attend one day per week on-site. Responsibilities Conduct inbound phone-based discussions, advising, and educating students on various forms of Federal Student Aid. Provide a high level of customer service, ensuring students are packaged with funding to access courses and pursue degree completion. Actively engage in problem solving and regularly use basic math skills to review financial aid package information to ensure correct processing. Seek out opportunities to enhance the student experience and promote high‑quality service. Leverage financial aid and student databases to perform research while on phone calls to assist students and parents through the financial aid cycle in real time. Ensure daily duties are met within established Service Level Agreements and remain flexible to daily workflow as a result of staffing and business needs. Consistently meet department quality and productivity metrics. Collaborate with other university departments, including Admissions, Advising, and Student Support, on an as‑needed basis. Maintain accurate knowledge of the university’s products and services. Understand and adhere to laws, regulations, policies, procedures, and compliance requirements, staying current on industry standards. Maintain eligibility to access the National Student Loan Data System (NSLDS), as defined by the U.S. Department of Education. Support and contribute to the organization’s commitment to diversity, equity, inclusion, and belonging. Perform other duties as directed, requested, or assigned. Requirements and Education 1‑2 years of demonstrated customer service experience. Strong interpersonal, verbal, and written communication skills. Associate’s degree required. Solutions‑oriented attitude with demonstrated critical thinking and problem‑solving skills. Excellent organization and time‑management skills with the ability to prioritize and manage multiple demands with minimal supervision. High level of telephone etiquette and professionalism. Basic math skills. General proficiency with Microsoft Office products, including Word, Excel, Outlook, and Teams. Work Schedule Schedule will depend on the need at the time of hiring. About Us American Public University System (APUS) is an online university based in Charles Town, WV. APUS has over 100,000 students and focuses on educating our nation’s military and public services communities with quality and affordable education. APUS provides partnership and commitment in helping students realize the dream of a higher education and the opportunities it brings. If you are a resident of a state with designated pay transparency requirements and this role is available remotely, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. American Public University System (APUS) does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law. We treat all qualified individuals equally as to recruitment, hiring, assignments, advancement, compensation, and all other terms and conditions of employment. #J-18808-Ljbffr American Public University System