Financial Solutions Advisor

Role Description

The University of Maryland Global Campus (UMGC) seeks a Financial Solutions Advisor (FSA) within the Office of Financial Solutions. The FSA actively partners with learners to develop long-term funding plans for their education, helping to remove financial obstacles to academic success.

• Leverages in-depth knowledge of federal student aid, military benefits, employer benefits, and self-pay options.
• Consultatively reviews all funding options based on a learner’s unique circumstance.
• Surfaces financial literacy resources and approaches solutions aimed at providing learners with an educational investment aligned with their goals.
• Engages with learners through various communication channels including email, SMS, live chat, inbound calls, and outbound calls.
• Partners with colleagues in Admissions, Success Coach, Financial Aid, and Student Accounts departments.

Accountabilities when partnering with financial aid applicants include:

• Understanding eligibility requirements and available grant and loan types through the Title IV program.
• In-depth navigational understanding of the Free Application for Federal Student Aid (FAFSA).
• Partnership with learners through each step of the application process.
• Awareness of scholarship opportunities requiring FAFSA completion.
• Access and use information within FAA Access to CPS and NSLDS.
• Conveying important dates and deadlines related to disbursement of aid.
• Guiding learners through decisions related to changes in enrollment impacting financial aid eligibility.
• Understanding the R2T4 process and implications to balances owed.
• Partnering with Success Coaches on future course scheduling.
• Maintaining competency and professional currency of Title IV regulations and UMGC scholarship opportunities.

Accountabilities when partnering with learners using military benefits include:

• Providing comprehensive counseling regarding active duty and veterans education benefits.
• Guiding learners through the process of receiving military tuition benefits.
• Maintaining knowledge of UMGC services including hybrid classes and testing services.

Accountabilities when partnering with learners leveraging self-pay and employer benefits options include:

• Guiding through monthly payment plan enrollment and maintenance.
• Consulting on ability to pay “out of pocket” along with balancing other life costs.
• Administering payments over the phone while adhering to PCI compliance standards.
• Offering advice on potential availability of tuition reimbursement from employers.
• Determining if learners are employed with official partners of UMGC offering tuition benefits.
• Maintaining understanding of partnership program policies and attributes of learners affiliated with various employer partnerships.
• Communicating directly with learners to resolve overdue balances.
• Maintaining knowledge of state and institutional policies regarding payment due dates and disenrollment.

General Responsibilities Include:

• Accurately documenting, maintaining, and tracking all learner interactions through the Customer Relations Management system.
• Meeting departmentally set metrics standards monthly.
• Working university commencement if living within 50 miles of UMGC.
• Working some evening and weekend hours as required.
• Participating in recruitment and retention activities.
• Performing other duties as assigned.

Requirement for 100% remote role:

• Home worksite furniture and equipment provided by UMGC.
• Necessary office supplies, a laptop, monitor, and headset provided.
• Network communication to UMGC online services must be made using the UMGC Virtual Private Network (VPN).
• All computing equipment must be connected to broadband internet through an Ethernet connection with speeds of at least 25MBPS.
• Candidates may not perform personal business during scheduled work hours.

Qualifications

• An earned bachelor’s degree.
• Two to three (2-3) years of relevant work experience in an applicable role.
• Excellent customer service, time management, creative problem solving, interpersonal, oral and written communication skills.
• Strong attention to detail and accuracy.

Requirements

• Previous experience in financial aid, student accounts, higher education admissions, or consultative inside sales.
• Experience leveraging CRM or call center applications and tools.
• Bi-lingual English/Spanish preferred.
• Must meet access requirements for secure federal and/or state websites.

Benefits

• Generous Time Off: 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance.
• Retirement Stipend: 7.25 percent of base salary and eligibility to contribute to a supplemental retirement account.
• Tuition Remission: Eligible immediately for Tuition Remission at UMGC or University of Maryland College Park.