Financial Services Assistant

Responsibilities 

Primary Responsibilities 

• Act as the primary contact for student inquiries by responding to inbound calls and emails with a focus on resolving questions related to funding options, tuition payment plans, and scheduled payments.   Contribute to WGU’s retention and graduation goals by ensuring students receive timely, accurate information and support throughout their education journey.  

• Resolve student inquiries promptly, aiming to provide a comprehensive solution within the first interaction. Access and apply resources such as the Knowledge Base, Student Handbook, and internal systems to effectively address student needs. Document all student interactions and issues accurately in the Customer Relationship Management (CRM) system, following escalation procedures as needed. 

• Identify and escalate priority issues to the appropriate resources as defined by business practices. 

• Respond to standard or broad questions regarding Federal Financial Aid, billing, payments. 

• Communicate and explain frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement. 

• Understand and explain Federal Guidelines and Regulations to students 

• Possess knowledge of the award policies and procedures and how they impact the student. 

• Understand the University’s billing cycles and financial processes.  

• Research student records and provide detailed information regarding tuition and fees, payment plans, and other financial information. 

• Comply with University, State and Federal Regulations and procedures 

• Performs related duties as assigned, supporting the evolving needs of the financial services department. 

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.  This document's contents or related job requirements may change at any time with or without notice. 

Qualifications 

Knowledge, Skills, and Abilities 

• Strong customer service background 

• Proficient in use of most types of office software (word, outlook, etc.). 

• Ability to work in a fast-paced environment and be adaptable to change. 

• Attention to detail, accuracy, and completeness. 

• Ability to work as a contributing member in a team environment. 

• Some evening hours may be required. 

• Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor. 

• Perform daily responsibilities in a professional, friendly, and efficient manner. 

• Must be self-motivated, and willing to seek out new challenges and information. 

• Must be able to spend most of each workday logged into the phone system and available to take calls from staff and students. 

• Able to work closely as a team, communicating concerns and bringing resolution to issues. 

• Must possess excellent written and verbal communication skills. 

• Must be able to travel as needed to in-person events and conferences.    

Education  

• High School Diploma or GED required. 

Experience 

• In good standing with the U.S. Department of Education, with no student loans in default. 

Preferred Qualifications 

• Experience with Salesforce, Banner, OnBase, NSLDS, COD. 

• Prior work in a contact or call-center or Similar experience.