25% Perform situational analysis while responding to written inquiries/requests (Salesforce)
Analyze situations in the context of a high volume of complex and critical correspondence in the Undergraduate Salesforce email queue, to determine a course of action that may require professional judgment.
Identify trends that have potential system-wide impact.
Detailed knowledge of federal, state, and institutional policies.
Communicate with students, parents, and One Stop via phone and email to resolve financial aid related issues and adjust financial aid awards.
Thoroughly research and respond to time-sensitive issues.
Contact appropriate parties for further information when needed.
Respond in a professional manner with excellent oral or written communication skills.
Write clear, concise, email correspondence using effective writing skills while being sensitive to people of all ages and those with diverse backgrounds.
Adjust financial aid records and awards as needed.
20% Financial Aid Counseling and Advising with Emphasis on Residency/Reciprocity and Housing Changes
Counsel, advise, investigate, problem-solve, and resolve financial aid related questions and issues from current and previous students, parents, faculty, staff, collegiate units, other third parties, and the public. Explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures, difference and benefits of various aid types and estimated family contribution formulas.
Counsel students on a variety of issues to include eligibility for aid, loan options, debt management, in-depth, program-specific questions. Revise financial aid awards as needed.
Provide start-to-finish student service using professional judgment and individual discretion in both simple and complex financial aid issues with minimal supervisory guidance.
Offer proactive and on-the-spot, independent diagnostic support and problem resolution on a broad range of areas and issues.
Keep abreast of University, departmental, federal, and state regulations. Exercise authority to implement changes and make exceptions to student records.
Serve as an expert resource to colleagues on issues related to areas of responsibility.
Remain current on and implement business processes and regulations that govern this area of responsibility.
Run daily queries to identify students who have had a change in residency/reciprocity or housing change.
Review and determine the outcome of appeals for housing changes and annually update the appeal form.
Adjust budgets and aid according to change in record and eligibility and document changes.
Annually update procedures related to area of responsibility.
Continually look for ways to improve service to students.
20% Packaging and Award Adjustments
Award and adjust financial aid packages, including one-term awarding, late enrollment appeals, and one-time exceptions.
Provide assistance during peak awarding periods.
Remain current on packaging policies and procedures.
Have detailed knowledge of the PeopleSoft process for awarding and adjusting awards.
Have detailed knowledge of financial aid funds and related regulations, including monitoring fund item types.
Know and apply budget adjustment policies and procedures as it applies to aid revisions.
Process a large volume of records quickly and accurately.
Late Enrollment Appeals: Complete the financial aid portion of late enrollment appeals for undergraduate students - adjust budget/aid accordingly.
One-time exceptions: Adjust budgets and approve disbursement of certain aid types for students less than full-time with a current term graduation.
20% FAFSA Data Verification
Accurately compare and correct application data based on submitted tax documents and asset information as outlined in the Office of Student Finance Verification procedures. Correspond with students/parents regarding missing documents or additional information as need.
Use professional judgment to review verification records for parents and students.
Remain current on verification policies and procedures.
Have working knowledge of the PeopleSoft process for making corrections.
Have working knowledge of tax return information as related to verification requirements.
Review and analyze data to ensure the accuracy of a large volume of records.
Identify and resolve EFC changes.
10% Cost of Attendance Appeals
Independently use professional judgment to review and determine outcomes for cost of attendance appeals and other cost of attendance circumstances.
Accurately counsel students on the impact to their record based on the type of appeal submitted.
5% Attend and participate in meetings and OSF committee work as assigned
Regularly attend scheduled meetings. Participate in unit and OSF committee activities.
Update unit colleagues with regard to new knowledge; initiate and distribute information to colleagues that may affect and enhance their work.
Implement new information into job functions where appropriate. Identify and attend training sessions that are needed to ensure knowledgeable and accurate job performance.
**The University of Minnesota offers a comprehensive benefits package including:
Competitive wages, paid holidays, vacation, and sick leave
Low cost medical, dental, and pharmacy plans
Health care and dependent daycare flexible spending accounts
Excellent retirement plans with employer match
Disability and employer paid life insurance
Wellbeing program with reduced insurance premiums
Tuition reimbursement opportunities covering 75%-100% of eligible tuition
Student loan forgiveness opportunity
Opportunities for growth and promotion
Employee Assistance Program
Bachelor’s degree in a related field and a minimum of one year related work experience in counseling, financial aid, or working with students. An equivalent combination of relevant education and related professional work experience totaling five years may be substituted.
Requires financial aid experience, orientation to detail, and the ability to handle high volume processing and adapt to changing priorities.
Must have working knowledge of spreadsheets (MS Excel), word processing (MS Word), and Web (Internet Explorer) software.
Ability to relate complex issues to students and families in an understandable manner.
Experience with financial aid packaging and cost of attendance/budget adjustments.
Ability to communicate effectively with a variety of audiences ; ability to write clear, concise letters.
Excellent customer service, organizational, and time management skills.
Working knowledge of PeopleSoft and Salesforce platforms.
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.