The Financial Aid Advisor (Advisor) is responsible for providing financial aid support and counseling services to students attending American Public University System (APUS). This position oversees the daily processing flow and communicates updates to assigned students working through the Financial Aid Office. Advisors must possess critical-thinking skills and use a variety of communication methods and analytical skills to guide and encourage students through the financial aid process. Advisors must build and foster strong relationships with students to support their educational goals.
*This position requires engagement in student recruitment, admissions and/or financial aid activities, and therefore, is ineligible to receive certain types of incentive compensation.*
Essential Functions:
Manages assigned student population through various types of communication including email, telephone, and scheduled appointment times.
Coordinates schedule to ensure timely and appropriate communication with assigned students.
Advises students and parents on various forms of financial aid including federal financial aid (Title IV), veteran's benefits, alternative loans, scholarships, employer vouchers, military tuition assistance and other payment options.
Monitors and assists assigned students with financial aid application progression through student tracking via a client management system.
Reviews and analyzes FAFSA and Financial Aid Office, follow up on missing or inconsistent data, and ensure students' award packages are completed timely.
Performs functions to support the financial aid advisor role. This includes, but is not limited to: granting course access, creating academic years, updating documents and financial statuses.
Proactively communicates updates to students from initial registration process through disbursement of aid by email, telephone, and scheduled appointment times.
Researches and resolves all financial aid concerns with the support of the financial aid support team.
Identifies and escalates reoccurring student issues to senior financial aid advisors and managers.
Collaborates with other advisors and departments to ensure daily goals, tasks and contacts are met within established Service Level Agreements (SLAs).
Keeps supervisor and peers abreast of student success, conversion rates and trends to develop and improve outreach initiatives or changes to current processes as needed.
On occasion, interacts with third party affiliates to include, but not limited to: Department of Education (DoE), loan servicers, and third party financial aid partners.
Engages in weekly meetings with team members to share experiences and improve daily operations and student experiences.
Stays abreast of APUS policies, procedures, and financial aid rules and regulations.
Meets all quality and productivity metrics set forth.
Performs other duties as assigned.
Work Environment and Physical Demands:
Standard office environment in Charles Town, WV.
Work Schedule - (Monday through Friday, 12:30pm to 9pm)
Required Skills
Proficient with Microsoft Office products, to include Excel, Access, and Word.
Demonstrates positive work ethic and attitude.
Exceptional organizational skills and ability to multi-task to meet tight deadlines.
Excellent human relations and communications skills and ability to handle difficult situations.
Ability to work independently and exercise sound judgment.
Flexibility with hours to ensure scheduled appointments are maintained.
Knowledge of Federal and University assistance programs and payment options.
Required Experience
- Bachelor's degree required
- Minimum two years' experience in financial aid, customer service, or call center environment required
- Experience working in an office environment required
