Department: Student Financial Services
Reports to: Associate Director of Student Financial Services
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 account
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.
Student Financial Services provides student-centered assistance by working under Federal, State, and University guidance to enable students to enroll, manage their finances, achieve their academic goals, and graduate in a timely manner.
This job description is not to be construed as an exhaustive statement of duties, or responsibility requirements. Employees may be required to perform other job-related instructions and requested by the supervisor, subject to reasonable accommodation.
- Be in agreement with the university's Confession of Faith, have a personal commitment to Jesus Christ as Savior and Lord, be active in the life of the church and live a life consistent with a commitment to the Lordship of Christ.
- Embrace the mission, vision and values of Fresno Pacific University.
- Be Christ-centered in all areas while working with staff, faculty, students and guests.
- Provides information and assists 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 financial aid regulations, NCAA Division II 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.
- 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.
- Investigates disputed changes.
- 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.
- Demonstrated personal Christian faith and 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.
- Overtime may be required during peak processing times or outreach periods.
- Traveling to high schools and other agencies for recruitment and assistance on financial aid applications, when necessary.
- Out of town or overnight travel to one or two financial aid workshops per academic year may be required.
- Other duties as assigned
- 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
- Must have organizational and general office skills, including faxing, telephone etiquette, filing, and records maintenance.
- Must have competent computer skills for data entry tasks, generation of reports, and business correspondence.
- Must have excellent communication skills, both verbal and written, to effectively assist, guide, and counsel students on the financial aid process and program requirements.
- Must have good interpersonal skills to effectively deal with students, parents, faculty, staff, and other outside agencies and organizations.
- 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.
Pay is based on upon qualifications and experience.
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Fresno Pacific University offers undergraduate and graduate programs that stress solid academic preparation and a strong ethical foundation. Some 4,000 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 Serving Institution, with a Hispanic student population of 44 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.
Fresno Pacific University is an equal employment opportunity employer and does not discriminate on the basis of race, color, national origin, ethnic or social background, sex, age, or disability. Committed to excellence and actively supportive of cultural diversity, FPU invites individuals who contribute to such diversity to apply.
The university reserves the right to fill positions before the application deadline or to extend the deadline as circumstances may warrant.