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We are seeking a highly motivated and detailed oriented person with a desire to assist our student population navigate any financial aid and student billing questions and/or concerns. The ideal candidate will have excellent communications skills and a strong ability to multitask in a fast paced environment while working as a core member of team.
As a core member of the Student Financial Services team, the Student Support Specialist will provide superior customer service to students and families and oversee a variety of segmented responsibilities at a higher level. The majority of this position involves direct student interactions and advocacy. This position will organize Additional Resources emergency support funds, facilitate various programs including Federal Work Study Program/Student Employment, Global Education/Study Away, Financial Literacy, provide additional support to Financial Aid and/or Billing for At Risk Student Population, Financial Aid Scholarships, Independent Reviews, Emergency Awards, Collections and handle student financial issues that require elevated attention and support while adhering to all school policies and procedures, in compliance with the Department of Education and all applicable federal, state and institutional regulations. This position reports to the Customer Service Manager.
Duties/Responsibilities
Customer Service (50%)
Provide customer service support on site, by phone and by email as an agent.
Responsible for communicating and escalating issues to appropriate higher level including Manager, Financial Aid and Billing.
Oversight over other Customer Service agents as it relates to the execution of tasks assigned by Financial Aid and/or Billing.
Responsible for oversight of the general Student Financial Services email in box.
Student Advocate (20%)
Provide additional support to Financial Aid and/or Billing for At Risk Student Population, Financial Aid Scholarships, Independent Reviews, Emergency Awards, Collections and other processes as assigned; meet with students, gather documents, make recommendations and other support activities at the direction of Financial Aid, Billing and/or Director who determines the student’s status and outcomes.
Guide students facing homelessness, seeking independency overrides, and others with special circumstances through the financial aid application and appeal process.
Student advocate to work through issues in Financial Aid and Billing to insure student moves through process efficiently and effectively.
Special Projects (20%)
Dynamic Forms/Document Management
Assists the Financial Aid Specialist with the development of Dynamic Forms, our secure portal for document upload.
Responsible for ensuring that all Dynamic Forms received in addition to forms received via mail, email, fax, or walk in are accurately processed, scanned, and indexed.
Additional Resources Process
Organize Additional Resources emergency support; meeting with students, gathering documentation, facilitating student completion of appeal form and make a recommendation based on predefined criteria as to final award. Exception is any large request or unusual special circumstances that will require elevating the final decision to Manager, Financial Aid and/or Finance.
Work Study
Facilitates Federal Work Study Program/Student Employment; updating web sites, posting positions, working with campus supervisors, updating financial data, etc.
Assists the Customer Service and Communications Manager by reaching out to supervisors when allotted awards are exhausted.
Partially oversee the daily tasks of the student workers.
Study Away
Other Tasks (10%)
Manage the ordering of office supplies for the department.
Represent the university in problem resolution by communicating with external agencies and counseling, students, families and other departments.
Assists in Student Financial Services outreach programs including presentations, financial counseling, tabling events, student meetings, insuring student experience meets service level promise and results.
Ensure compliance to Title IV Federal Financial Guidelines, IRS and USNH policies and procedures
Assist in processing paperwork, scanning & indexing documents.
Contribute to and maintain documentation of duties & responsibilities.
Maintain confidentially in handling confidential materials and communicating sensitive information.
Performs other related duties as required by the position or as assigned by the Manager
Requirements
Minimum Acceptable Education & Experience:
Knowledge, Skills & Abilities:
Advanced computer skills, including complex word processing, e-mail, spreadsheets, database management, use of search engines, keyboarding skills, and other software applications as required by hiring department/unit.
Effective written and oral communication skills.
Supervisory skills.
Experience in public relations, office supervision, grant-funded programs, marketing, telecommunications or publications as specified by department.
Organizational skills.
Ability to establish and maintain effective working relationships with faculty, staff, students and the general public.
Preferred Qualifications:
College graduation.
Completion of courses in related subjects at the college/university level.
Supervisory experience.
Experience gained in the institution to be served, or within the University System.
Required Application Materials:
Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application:
Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.
Plymouth State University offers high-quality baccalaureate, graduate, and doctoral degree programs. Through research and innovative community partnerships, the University contributes to the economic, social, cultural, and environmental development of the North Country and Lakes Region of New Hampshire and beyond.
Plymouth State University (PSU) is transforming the campus to create a first-of-its-kind university holistically organized around integrated clusters. Our goal is to provide a dynamic interdisciplinary and innovative learning environment. Students, faculty, staff, and community will connect to solve real-world challenges that will benefit people and organizations at all levels. We are a residential and comprehensive university with a warm and engaged learning community focused on teaching excellence and regional engagement. The University is located in the heart of the Lakes Region and White Mountains of New Hampshire and serves approximately 4,300 undergraduate and more than 2,000 graduate students.
Surrounded by lakes and mountains, PSU’s 170-acre campus provides students with an outstanding natural laboratory for learning and an ideal setting for outdoor recreation. PSU has consistently earned national recognition for its commitment to community service, environmental sustainability, academic excellence, and employee wellness.
EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.
Location:
Plymouth
Salary Grade:
Non-Exempt Staff 12
