If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.
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This position is a Contract-to-Hire role for the first 90 days.
Position Summary -
This role is an entry-level position within the Financial Aid department. The Financial Support Specialist is responsible for responding to all general student inquiries regarding Financial Aid and Student Accounts functions. The Financial Services Specialists are responsible for providing clear communication and support to students, while ensuring the student has a satisfied experience. The Financial Services Specialist I will also provide support to, enrollment/admissions representatives, mentors and other WGU staff to serve our students. Individuals in this position must stay abreast on Federal and State Regulatory changes to ensure that WGU operates in compliance with all applicable regulations.
Essential Functions and Responsibilities -
Support WGU retention and graduation goals
Serve as the first point of contact for students answering inbound calls and responding to emails from students with general inquiries about funding and/or tuition payment plans and scheduled.
Respond to student inquiries in a timely manner with the objective of providing student resolution during their first call or interaction
Utilize available resources (Knowledge Base, Student Handbook, internal systems, etc.)
Accurately track all interactions with students within our Customer Relationship Management (CRM) system, including any issues which require escalation
Identify and escalate priority issues to the appropriate resources as defined by business practices
Respond to standard/general questions regarding Federal Financial Aid, billing, payments
Communicate and explain any general and frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement
Able to understand and explain Federal Guidelines and Regulations to students
Foundational knowledge of the award policies and procedures and how they affect the student
Understanding of math, finance, computers and WGU's billing cycles
Research student records and provide detailed information regarding tuition and fees, payment plans, etc.
Comply with WGU, State and Federal Regulations and procedures
Knowledge and Abilities -
Strong customer service background
Skilled in use of most types of office software (word, outlook,, etc)
Ability to work in a fast-paced environment and adaptable to change
Attention to detail, accuracy and completeness
Ability to work as a contributing member in a team environment
Able to communicate effectively and professionally verbally and in writing
Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor
Perform daily responsibilities in a professional, friendly and efficient manner
Must be self-motivated, willing to seek out new challenges and information
Must be able to spend the majority of each work day logged into our phone system and available to take calls from staff and students
Able to work closely as a team, communicating concerns and bringing resolution to issues
Must possess excellent written and verbal communication skills
High School Diploma or GED required
Be in good standing with the Department of Education; No loans in default
Prior work call-center work experience
Experience with Salesforce, Banner, Onbase, NSLDS, COD
Knowledge of general accounting, Banner tuition billing procedures, CashNet
Working Conditions -
Some evening hours may be required
Work is in a typical office environment
Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.
As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.