- Customer Service:
- Provide outstanding customer service to students, parents and other constituents. This includes:
- Counseling of aid programs and requirements, review of the award letter and providing billing information.
- Answer telephones, respond to live chats, meet with students and families, take messages, and/or schedule appointments as appropriate.
- Assist with the completion of forms (federal, state and institutional). Review federal and alternative loan options, payment plans, and resources to search for outside scholarships.
- Knowledgeable about NTID aid, Vocational Rehabilitation support, SVP, etc.
- Advising on issues related to application procedures, financial aid awards, and eligibility for need and merit based grants/scholarships.
- Provide loan counseling, explain implications of changes in satisfactory academic progress related to financial aid eligibility.
- Discuss appeal processes/results critical deadlines and financing options.
- Assist students in understanding their student account statements, provide bill estimates, and explain all potential college financing options and the advantages and disadvantages of each.
- Aid Processing:
- Act as main contact for the office email account.
- Respond to students and families in an efficient, professional, and thorough manner.
- Collect, inventory, and complete an initial review of documents received by the office via mail, walk in or electronically.
- Requires the handling of sensitive, confidential, and personally identifiable information such as tax and citizenship documentation.
- Communicate with students through the office email account if the documents received were incorrect or incomplete.
- Make referrals to other staff members and offices as needed.
- Federal and State Regulatory Knowledge:
- Maintain a working knowledge of state and federal regulations as well as institution policies.
- Intermediate knowledge of the federal and state tax code as it relates to accurate aid application data and submission of documentation required for the federal verification process (i.e. federal income tax returns).
- Campus Collaboration:
- Fully support the RIT Strategic Plan and the Enrollment Management division enrollment goals.
- Collaborate effectively with campus departments to actively support student recruitment and retention.
- This includes: Undergraduate Admissions, Graduate Admissions, Student and Academic Advising Services, Registrar, Student Financial Services, Co-op, Student Employment, Marketing, Study Abroad/RIT Global, Residential Life, Dining Services and academic departments.
- Maintain a working knowledge for student/parent/staff referrals and keep abreast of changes in policies and procedures.
- Documentation Management:
- Create and maintain policies and procedures for the Advisor responsibilities. Provide staff training as needed.
- Software Knowledge:
- Maintain a thorough working knowledge of the Avaya and Five9 phone systems, SLATE Inbox, Pro-Sam, On-Base, eServices, PeopleSoft, NSLDS, Scholarnet, FAA Access, HESC, Microsoft Office, SLATE, and all other related systems. Assist in testing new functionality.
- Professional Development:
- Maintain an active role in professional development as a means for remaining current and knowledgeable about the higher education financial aid profession. Regularly review professional newsletters, and participate in institutional professional development opportunities. Share knowledge with staff.
- Other duties as assigned
- Must possess the skills necessary to provide exemplary customer service.
- Must possess strong problem solving skills and the ability to analyze information.
- Must have strong written and oral communication skills and the ability to multitask and prioritize service responsibilities.
- Must be able to work independently, in a fast paced, team oriented environment.
- At least three years of experience in a position involving customer service or counseling.
- Experience in financial aid and the willingness to learn American Sign Language (ASL) a plus.
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Student Financial Aid Advisor - Henrietta, United States - Rochester Institute of Technology
Description
Job ResponsibilitiesIn compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at or email your request to Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
How To Apply
In order to be considered for this position, you must apply for it at: Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.
Required Qualifications
Experience:
At least three years of experience in a position involving customer service or counseling.
Skills:
Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.
As a member of the RIT community, you'll receive a comprehensive employee benefits package that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).
Job Summary
Under the direction of the Sr. Assistant Director the Student Financial Aid Advisor serves as the first point of contact for students, families, and outside constituents regarding federal, state and RIT/NTID financial aid programs and financing options. Contact includes in-person, on the telephone, via live chat and through email communications.
Guidance is provided on the financial aid application process, meeting deadlines and the explanation of required documentation. Collect, inventory, and complete an initial review of all documents received by the office via mail, walk in or electronically. Requires the handling of sensitive, confidential, and personally identifiable information such as tax and citizenship documentation.
The Student Financial Aid Advisor works very closely with other administrative and academic departments to ensure exemplary customer service, practices and compliance. This includes assisting students and families in understanding Student Financial Services monthly billing statements.
RIT, as an institutional member of the National Association of Student Financial Aid Administers (NASFAA) requires all members to exemplify the highest level of ethical behavior and demonstrate the highest level of professionalism by following the Statement of Ethical Principles.
