The One-Stop Student Financial Counselor (SFC) supports the Admissions and Enrollment Counselors by assisting prospective, new, and current students, to provide financial options that enable them to enroll in and complete their academic programs within Graduate and Professional Studies (GPS). The One-Stop SFC presents financial resources, such as New Student Orientation (NSO) and Financial Aid Workshops, in a positive and professional manner while complying with federal, state, and institutional guidelines. Responsible for advising students regarding eligibility criteria and application procedures for all available federal, state, and institutional financial aid programs. Counsels students regarding the status of financial aid award and/or disbursement. Reviews student verification documents for accuracy and completeness. Assist with all calls at the center or Contact Center if applicable. Perform proactive work; contacting newly enrolled students and current students with missing documentation to finalize aid eligibility. Serves as the student-facing department for the Business Office and the Financial Aid Office. Responsible for resolving past due balances by carrying out a 90-day Collection Cycle. Responsible for overseeing general office procedures of Student Accounts for active and inactive students. Ensure the accurate and timely posting of student fees, payments, grants, and scholarships to student accounts.

RESPONSIBILITIES

Customer Service:

• Cordially greet and acknowledge all students, guests, and staff members.

• Develop and manage funding plans for all students that align with their academic plan.

• Provide information to current and prospective students regarding PLNU’s academic programs and calendar including the application process, financial aid programs, eligibility requirements, and military programs and benefits.

• Apply proactive outreach to students from application through alumni or collections.

• Provide best practices in adult learner customer service.

• Manage student escalations.

• Proactively research student’s accounts which include but are not limited to Military Academic Standing,  Academic Plan, Academic Standing, to provide answers and solutions to students promptly. 

• Provides exceptional customer services externally to students and internally to other student services offices: Enrollment and Success.

Financial Aid: 

• Serve as the student-facing department for the Financial Aid Office. 

• Provide financial aid information regarding the application process, determine financial aid need, verification, and status of financial aid application in accordance with all applicable laws, regulations, and policies to current and prospective students. 

• Work with the Financial Aid Office to resolve information discrepancies.

• Reconcile admission status with financial aid applications.

• Complete financial aid Information Summary Sheets based on student education plans.

• Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures.

• Troubleshoot student accounts to ensure funds are received including following up with students regarding any missing documents, unit/program changes, enrollment delays, and the satisfactory academic progress appeals process.

• Assist the Financial Aid Office with default prevention activities and tasks.

• Collaborate with Student Services and with students to discuss financial eligibility and options.

• Evaluate forms for accuracy and completeness, troubleshoot with students, and verify student status in the financial aid process including the completion of FAFSA, MPN, and Entrance/Exit Interviews. 

Student Accounts:

• Serve as the student-facing department for the business office.

• Regular and proactive outreach with students to answer questions and provide solutions regarding their accounts including but not limited to payments, holds, and refunds.

• Run student account reports, analyze student accounts and records for accuracy and completion.

• Contact students regarding past due accounts and provide due diligence in collecting money owed to the university.

• Process student requests for refunds as required by federal regulations and University policies/procedures; Coordinate with the business office to ensure timely payment of tuition and application fees.

• Communicate to students in a clear and concise manner, update comments, and document all conversations in the appropriate area of the student management system (such as PowerFAIDS, and Workday Notes).

• Communicate with third-party collections (ECSI Recovery) to confirm payments and accounts >90 days are resolved.

Prospective, New, and Current Students:

• Presents in Financial Aid Workshops (approximately 15 a year)  and New Student Orientation (approximately 24 a year) (NSO) providing financial information, and resources while complying with federal, state, and institutional guidelines. 
• Current and new student appointments: meet with approx 90% of newly admitted students
• Communicate and provide appointments with applicants to get them financially prepared earlier on in the funnel
• Engages all prospective, new, and current students regarding pending documentation and outstanding account balances, utilize communication strategy in following up with student accounts, such as Welcome Call/Emails, Direct Deposit, and Missing Doc campaigns. 
• Educate students about FA program guidelines, regulations, deadlines, and financial literacy. 
• Review Academic Plan and Financial Plan for current and future terms. 
• Inform students of policies and procedures regarding financial matters, account inquires, student loan information, Financial Aid Committee issues, direct company pay, partnership discounts, and deferred tuition.
• Review and audit student account payment types including Financial Aid, partial payments, and other funding sources are progressing appropriately. Ensure all student checklists are completed in an accordance with funding timelines
• Assist Director and Training Manager with onboarding new employees and established One-Stop Student Financial Counselors. 
• Collaborate with Student Success regarding any schedule or registration changes, such as add/drop, graduation information, and SAP and Academic Probation

Collections:

• Collect and clear approximately 98% of accounts receivables (outstanding balances).

• Focus on collections with a re-entry and retention mindset. 

• Communicate with prospective, current, and stopped-out students regarding required documents and financial obligations; reconcile accounts with outstanding balances under 90 days.

• Review and audit past due student accounts, and process 90-day collection cycle for stopped-out students. 

• Accurately calculate and collect any fees owed to the university, determining refunds and the reversal of all appropriate late fees.

• Correspond with students via phone and email to reconcile outstanding balances; post fees, payments, grants, and scholarships to student accounts timely and accurately. 

• Work with billing and accounting when making adjustments and/or payments towards the student account.

• Responsible for timely collection of tuition and fees.

Enrollment / Admissions:

• Work closely with Enrollment and Admissions Counselors to ensure applicants are receiving up-to-date admissions information, answering applicant questions regarding financial aid eligibility, as well moving forward with the admissions process. 

• Partner with the Re-Entry Specialist to ensure returning students are financially cleared. 

• Perform general admission related tasks including tracking and follow-up to secure missing financial aid documents

Military Programs:

• Work with the military team to obtain certification documents and assist in billing regarding military benefits. 

• Provide information to military students regarding all applicable programs and services.

• Collect and review all military program forms.

• Include all military funding in the funding plan provided to each student and discuss options with students. Work with military staff and the VA Education Liaison to assist veteran students with any issues that may affect their attendance or benefits.

Requirements:

Education & Experience

• Bachelor’s Degree and two (2)  years of office and customer service experience required.  

• 1-2 years of experience in customer service or education-related. 

Technical/Functional Skills

• Ability to get along with diverse personalities and populations. 

• Ability to handle confidential information with tact and discretion. 

• Working knowledge of Title IV Federal Student Aid programs, including alternative/private and PLUS Loans, TEACH Grants, and Cal Grants. 

• Experience with PowerFAIDS, Workday, and Jenzabar CX (CARS) computer systems.

Competencies

• Demonstrate the ability to think critically and make decisions using available resources. 

• Adhere to the policies and procedures outlined by the university.

• Excellent phone and communication skills.

• Ability to multitask and effectively prioritize and manage workload with frequent interruptions.

• Detail-oriented, punctual, and dependable

• Team player that builds and gives mutual trust and respect.

• Ability to work independently with minimal direction.

• Strong ability to collaborate and interact with various departments within the university. 

• Self-motivated and flexible with strong organizational skills and the ability to work well with timelines and short deadlines.