FAST Advisor

Job Description

Job Description

We are looking for a FAST Advisor to support students and learners with payment-related questions, financial aid coordination, and account assistance in Chantilly, Virginia. This contract position with permanent potential is ideal for someone who enjoys delivering responsive customer service, solving complex issues, and helping individuals understand available financing pathways and university policies. The person in this role will balance inbound and outbound communication while working closely with financial aid partners to create a positive, accurate, and timely support experience.

Responsibilities:
• Respond to incoming calls and outreach requests by identifying each learner’s needs and providing clear, policy-aligned guidance and practical solutions.
• Guide students through payment methods, financing resources, and related university procedures so they can make informed decisions about their accounts.
• Partner with Financial Aid Advisors on daily case support, documentation updates, and follow-up actions to keep learner records accurate and current.
• Handle a mix of inbound service volume and outbound outreach campaigns, including balance-related communications designed to encourage timely resolution.
• Process payments and complete required account updates with accuracy while following established procedures and confidentiality standards.
• Monitor service goals and call activity metrics, using available reporting tools to track performance and maintain productivity expectations.
• Collaborate with the Financial Aid Support Team to identify recurring issues, investigate root causes, and recommend improvements to the learner experience.
• Contribute to a team-focused environment by participating in coaching discussions, sharing feedback, and supporting colleagues across departments as needed.• Experience in call center or customer service roles with a strong focus on phone-based support.
• Proficiency with Microsoft Outlook and Microsoft Excel, along with accurate typing and data entry skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and attention to detail.
• Comfortable handling sensitive information with discretion and following policies, procedures, and compliance requirements.
• Strong problem-solving and critical-thinking skills with the ability to tailor solutions to individual learner situations.
• Capable of working both independently and collaboratively while meeting productivity targets and service expectations.
• Effective communication skills with the ability to build trust, influence positive outcomes, and provide a high-quality customer experience.