Student Financial Services Advisor - South Valley
Department: Student Financial Services, Visalia and Bakersfield Regional Centers
Reports to: Director of Financial Aid and Director of Student Accounts
Time Commitment: 40 hours per week
Student Financial Services is the customer service component for both Financial Aid and Student Accounts. The Student Financial Services Advisor is part of a team that serves as the primary contact and support for students and families seeking financial aid and student accounts information. The SFS Advisor will provide customer service regarding financial aid applications, deadlines and awards; student account statements, due dates, payments, refunds and adjustments; payment plans and alternative financing options; customer service is provided in person, over the phone, via email, and other electronic formats. The primary goal of this position is to assist in the recruitment and retention efforts of Fresno Pacific University. We strive for excellent and timely customer service to ensure the student experience is positive. Strong communication and time management skills, professionalism, adherence to student privacy, and the ability to work cohesively within a team in a fast-paced environment are crucial.
- Uphold the “Founded on Christ” mission of Fresno Pacific University at all times.
- Exhibit unfaltering commitment to the “The Fresno Pacific University Idea” and agreement to support its ideals and practices while employed by the University.
- Be Christ -centered in all areas while working with other staff members, students and guests.
- Provide information and assist students with student account-related functions. Will guide both prospective and current students through the entire financial aid process. Interacts face-to-face with a large number of students.
- Communicates effectively, both verbally and in writing, a variety of financial aid and enrollment related information to students and parents. Explains programs, application procedures and eligibility criteria. Responds to questions regarding billing, financial aid, payment plans and deadline and tuition rates.
- Receives and reviews large volumes of paperwork for completeness and accuracy. Prepares student files for verification and packaging review. Handles confidential material and communications. Assists students seeking a tuition payment plan. Ensures all account balances and installment amounts are accurate prior to disbursement processing dates.
- Encourages and empowers our students to utilize Fresno Pacific’s on-line services and web pages.
- Respond to inquiries in person, over the phone and via email on issues pertaining to Financial Aid and Student Accounts in a timely and courteous manner.
- Troubleshoot students or families issues as needed, provide follow-up, and refer issues to the appropriate personnel within the office.
- Maintain familiarity with the different types of financial aid available, application deadlines, federal regulations, tuition, fees, miscellaneous charges, payment policies, billing and financial aid deliveries for all programs, the refund process and account audits.
- Collaborate with other service departments to enhance student relations (e.g. University Registrar, Admissions, and Academic Advising).
- Work independently and within a team, make sound business decisions, use acute attention to detail, and manage multiple and competing demands in a fast-paced office environment.
- Maintain confidentiality with sensitive student information, always working within the right to privacy guidelines, and in observance of the Family Education and Rights Act (FERPA).
- Working knowledge of University policies, including the Office of the University Registrar, as they relate to Student Financial Services.
- Represent Student Financial Services at Open Houses, registrations, orientations and additional events as needed.
- Uses communication skills, reasoning, and understanding of payment plans charges and financial aid in order to explain to a student balances due, payment options, and payment amounts. Counsels student on financial aid by determining eligibility for funds. Engages in collection procedures, by using the phone, correspondence, or activities within the Student Financial Services.
- Produces reports using Informer in order to apply holds to delinquent accounts.
- Use Informer to obtain a list for registration and graduation holds. Sends email notifications to students with account holds. Collects balances or explains policies and procedures in response to questions resulting from these and other collection procedures.
- Coordinates adjustments with registrar’s office, identifies new students in order to add to accounts receivable system for statement generation.
- Investigates disputed changes.
- Assist with default management.
- Resolves over awards in federal, state, and private financial aid caused by additional resources or changes in the student’ financial picture by determining which aid must be adjusted to remain in compliance with the various federal and state programs.
- Calculates return of federal, state and private financial aid when a student withdraws from the University.
- Reconciles University financial aid records with information received from the federal Department of Education Common Origination and Disbursement Center and/or National Student Loan Data System by detecting and correcting errors, updating accounts and sending changes.
- Other duties as assigned.
- Commitment to the Christian mission of the University.
- Strong communication and interpersonal skills. Customer service orientation and the ability to communicate effectively.
- Excellent computer skills in a Microsoft Windows environment. Must include Word and Excel.
- Demonstrated experience in leadership with demonstrated capacity to think strategically.
- Willingness to work a non-traditional, flexible schedule as needed.
- Willingness to attend regional and national trainings.
- Ability to interact with people in a warm, professional manner.
- Team player with ability to work with minimal supervision.
- Ability to learn new technology.
- Bachelor's degree or equivalent experience.
- Valid California driver’s license and ability to drive to various appointments.
- Demonstrate organizational capabilities, detail orientation and the ability to handle multiple projects simultaneously.
- Ability to communicate in Spanish and English.
- Experience in financial aid.
- Experience with Colleague/Datatel.
- Educational or work experience in Christian college or university.
- Knowledge of basic accounting principles.
- Experience with accounts receivable.
- Membership in a Mennonite Brethren Church.
- Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes at least eighty percent (80%) of the time.
- Frequent computer use at workstation, up to eight hours per day.
- Frequently work at a fast pace with unscheduled interruptions.
- Drive personal vehicle to Centers, typically no longer than two hours from the office.
- Public contact position requiring business-like apparel.
- Attendance and punctuality.
- Mobility within the office. Ability to walk, sit, stand, and climb stairs. Ability to use hands and fingers, to handle office equipment, records and files. Occasionally required to reach with arms and hands, and to stoop, kneel or crouch. Vision abilities required by this job include the ability to read and discern written errors on paper and electronic documents. Ability to talk and hear. Ability to lift up to 50 pounds.
- Ability to drive a vehicle.
Fresno Pacific University offers undergraduate and graduate programs that stress solid academic preparation and a strong ethical foundation. Some 3,700 traditional and adult students attend classes on the main campus in southeast Fresno or centers in North Fresno, Visalia, Bakersfield and Merced as well as online. The university also reaches about 10,000 students through professional development studies. FPU has the highest four-year graduation rate of any Central Valley college or university, is a Hispanic ServingInstitution, with a Hispanic student population of 35 percent, and is one of the top 10 HSIs nationally in graduating Hispanic students. The Valley’s only comprehensive Christian university granting master’s degrees, the university is accredited by the Western Association of Schools and Colleges and ranked in the top tier among western universities—master’s category by U.S. News & World Report. FPU is affiliated with the Mennonite Brethren Church, and all employees express a personal Christian commitment and support the Christian mission of the university. A description of the unique quality of FPU as an academic community can be found in the Fresno Pacific University Idea at fresno.edu/about/fpu_idea.
Fresno Pacific University provides equal opportunity for employment without regard for race, color, national origin, sex, age or disability.
The university reserves the right to fill positions before the application deadline or to extend the deadline as circumstances may warrant.