[Hiring] Financial Services Assistant @Western Governors University

Role Description

The Financial Services Assistant serves as the initial point of contact for students, providing essential guidance and support related to Financial Aid and Student Accounts inquiries. This role is dedicated to delivering clear, professional, and empathetic communication to foster a positive student experience. The Financial Services Assistant also collaborates with enrollment representatives, mentors, and other staff to effectively support student needs and institutional goals.

Responsibilities

• Act as the primary contact for student inquiries by responding to inbound calls and emails with a focus on resolving questions related to funding options, tuition payment plans, and scheduled payments.
• Contribute to WGU’s retention and graduation goals by ensuring students receive timely, accurate information and support throughout their education journey.
• Resolve student inquiries promptly, aiming to provide a comprehensive solution within the first interaction.
• Access and apply resources such as the Knowledge Base, Student Handbook, and internal systems to effectively address student needs.
• Document all student interactions and issues accurately in the Customer Relationship Management (CRM) system, following escalation procedures as needed.
• Identify and escalate priority issues to the appropriate resources as defined by business practices.
• Respond to standard or broad questions regarding Federal Financial Aid, billing, payments.
• Communicate and explain frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement.
• Understand and explain Federal Guidelines and Regulations to students.
• Possess knowledge of the award policies and procedures and how they impact the student.
• Understand the University’s billing cycles and financial processes.
• Research student records and provide detailed information regarding tuition and fees, payment plans, and other financial information.
• Comply with University, State and Federal Regulations and procedures.
• Perform related duties as assigned, supporting the evolving needs of the financial services department.

Qualifications

• Strong customer service background.
• Proficient in use of most types of office software (word, outlook, etc.).
• Ability to work in a fast-paced environment and be adaptable to change.
• Attention to detail, accuracy, and completeness.
• Ability to work as a contributing member in a team environment.
• Some evening hours may be required.
• 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, and willing to seek out new challenges and information.
• Must be able to spend most of each workday logged into the 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.
• Must be able to travel as needed to in-person events and conferences.

Education

• High School Diploma or GED required.

Experience

• In good standing with the U.S. Department of Education, with no student loans in default.

Preferred Qualifications

• Experience with Salesforce, Banner, OnBase, NSLDS, COD.
• Prior work in a contact or call-center or similar experience.

Position & Application Details

• This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
• If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

• Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
• Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.