Reception Financial Aid Advisor

About This Role:

Kansas State University’s Office of Student Financial Assistance is seeking a full-time Reception Financial Aid Advisor that serves as the primary lead/supervisor for the front-facing customer service interface. The successful candidate will directly supervise and manage a team of part-time student employees that serve as front desk peer advisors and staff the office’s main incoming call phone bank. This position manages the receipt of all incoming e-mail communications the office receives from current and prospective students via its finaid@k-state.edu office e-mail account. The incumbent must be able to apply a high level of organizational skill in managing and effectively responding to ever-present customer service objectives in a timely, professional, and customer service friendly manner. The ability to apply existing office policies and procedures in a fast-paced environment is a must.

• The position serves as the Office of Student Financial Assistance’s lead full-time staff member within the office’s front desk reception area responsible for its day-to-day customer service mission.
• In this capacity, the incumbent serves as the direct supervisor to the office’s cohort of part-time student employees ( approx. 15 – 18 individuals )that serve in the reception area and/or as part of the office’s customer service phone banks. As such, the position is responsible for the coordination and dissemination of vital student employee training as well as the creation and maintenance of student employee training materials premised on existing office processing procedures and policies.
• Train student employees on the financial aid application process, use of the student system (KSIS), on the policies and procedures implemented within our office, and how to answer a multi-line phone system in order to have knowledgeable student employees that assist current and prospective students. Training is especially important during certain times of the year as seasonal topics arise, which need the student employees’ immediate attention.
• This position will provide counseling services to continuing as well as prospective students on matters related to the application process and eligibility criteria associated with the various forms of student financial assistance offered by Kansas State University. The incumbent will have a robust understanding of the regulations, policies, and procedures that drive student financial aid processing specific to federal, state, and institutional forms of financial aid programs.
• Train student employees on the financial aid application process, use of the student system (KSIS), on the policies and procedures implemented within our office, and how to answer a multi-line phone system in order to have knowledgeable student employees that assist current and prospective students. Training is especially important during certain times of the year as seasonal topics arise, which need the student employees’ immediate attention.
• Schedules student employees to provide adequate coverage at all times, both at the service desk and on the phones. Providing adequate coverage is essential to ensure all clientele is assisted in a timely manner, to provide accessibility during peak periods or processing aid, and to provide quality customer service.
• Works collaboratively with the Division of Financial Services – Cashier’s Office and Student Loans. Processing federal financial aid creates certain touching points with the Division of Financial Services, such as explaining the student’s right to grant authorization of federal aid to pay non-mandatory charges, requesting a default charge (i.e. late fee) to be reduced or removed, or approving an Emergency Student Loan (ESL).
• Approves Emergency Student Loans (ESL) to eligible students by researching eligibility criteria, by verifying remaining financial aid, and by following established policies and procedures. Instructs and trains student employees on established policies and procedures governing ESLs.
• Serves as our office’s single point of contact to send requests for the removal/reduction of default charges (i.e. late fees). A weekly excel spreadsheet is sent every Friday, which details the student, the amount of the late fee to reduce, the term, who in the office is requesting the reduction, and the current balance of all charges. The incumbent reviews the list sent to the Cashier’s Office to verify if the request has been granted.
• Periodically the Cashier’s Office will refer students to our office who have not granted permission for federal aid to pay non-mandatory charges. The incumbent will explain the law we must follow and allow the student to make his/her own determination. If the student wishes to grant permission, the incumbent will request the student to sign the permission form.

Why Join Us:

Be a part of assisting students in reaching their academic goals. The staff members in the Office of Student Financial Assistance serve students and their families at every step of the journey while at Kansas State University. Our primary focus is to successfully guide each student through the scholarship and financial aid process. We assist in meeting this objective, every student at K-State is assigned a personal financial aid advisor. Our financial aid advisors are available to offer information to students and their families, such as how to apply for K-State scholarships or how to complete the Free Application for Federal Student Aid (FAFSA).

This position is benefits eligible: health insurance, life insurance, retirement plans, tuition assistance program, paid time off-vacation, sick, and holidays.

To learn more visit: http://www.k-state.edu/hcs/benefits/

We Support Diversity and Inclusion:

Kansas State University embraces diversity and inclusion. The university actively seeks individuals who foster a collegial environment and cooperative interactions with coworkers, students, and others. The University is dedicated to promoting the Principles of Community.

What You’ll Need to Succeed:

Minimum Requirements:

• High School Diploma
• 3 to 5 years of relevant experience

Preferred Qualifications:

• 2-3 years of supervisory or management experience
• Customer service experience in an administrative/office setting
• 2 years of experience in developing and delivering training sessions
• Successful completion of an Associate Degree or higher
• Exposure to a large post-secondary educational institution as an employee or student
• Successful completion of higher education course work indicative of analytical abilities
• At least 1 ½ years of work experience in a Financial Aid office

Other Requirements:

• Applicants must be currently authorized to work in the United States at the time of employment
• Individual may not be in default on a federal student loan and/or owe an over payment on a federal student aid grant – to ensure that the individual may be issued access to various student aid databases by the U.S. Department of Education essential to completing tasks associated with this position.

How to Apply:

Please submit the following documents:

• Cover Letter
• Resume
• Three professional references with contact information

Screening of Applications Begins:

Immediately and continues until the position is filled.

Anticipated Hiring Rate:

$16.66 per hour

Equal Employment Opportunity:

Kansas State University is an Equal Opportunity Employer of individuals with disabilities and protected veterans and actively seeks diversity among its employees.