(Remote) Temporary Student Services Coordinator - WVU Hub

The WVU Hub at West Virginia University is currently accepting applications for a Student Services Coordinator. This position serves as the initial point of contact for West Virginia University students, prospective students, families and alumni by means of the WVU Hub, the connection to financial aid, scholarships, student employment, registrar, admissions, and student accounts and revenue services. This position serves by assisting, counseling and resolving customers' complex questions and/or issues through listening, fact gathering, decision-making, and analytical skills in a helpful, courteous manner as member of cross-functional team. This position may also assist home offices with processing functions. This position is vital to the recruitment and retention of our students as we are the main contact to questions concerning the entire matriculation process. The individuals must operate in a fast paced, extremely stressful environment and relay accurate information both professionally and swiftly utilizing many tools, including but not limited to NSLDS (National Student Loan Data System), COD (Common Origination & Disbursement), FAA (Financial Aid Administrator Access to Central Processing Services), WV FAMS (Financial Aid Management System), and Parent Portal. The position is intended for an employee that will be working remotely (from home).

What you'll do:

• Assist and serve students via the WVU Hub with matters related to financial aid, loans, scholarships, student employment, billing and accounts, housing and rent, registration, and student health insurance and admissions. Primary contact mode is via telephone and will also include email service.
• Handle all questions as well as specific students' issues by providing information and counsel in order to resolve majority of inquiries and refer when needed to other staff or internal departments across campus.
• Process inquiries and disseminate information obtained from student information systems related to financial aid, student accounts receivable including room and board, registration, student withdrawal, refunds, and third-party sponsors. This may include posting payments (via BANNER), collecting and analyzing student account and financial aid awards, loan verifications, scholarship applications, and assisting with processing all related documentation.
• Responsible for understanding and interpreting WVU policies and procedures and ensuring that corresponding guidance is properly communicated to students, parents, and other constituencies. Thus a thorough knowledge of policy, procedures and systems for Admissions, Registrar, Financial Aid, Housing and University Apartments, Extended Learning and other student operations is required.
• Assist WVU students and other constituencies in understanding financial aid/account records, providing advice on payment options and arrangements.
• Receive and review confidential documents regarding financial aid, student records, employment, and accounts. Verifies proper completion and accuracy of forms.
• View and analyze Federal, State and Institutional websites to assure student eligibility for all aid.
• Receive incoming correspondence and correctly logs for response. Prepare outgoing correspondence and communications which may include letters, forms, email, brochures, and web-content.
• Properly verify identity of student or FERPA documentation prior to sharing secured information.
• Respond to telephone inquiries regarding financial aid, registration, payment arrangements, etc. and log each communication within designated tracking system to record reason for inquiry and response provided.
• Make targeted outgoing calls to students and parents as part of outreach on outstanding requirements for completion of financial aid applications, or notifications on payments due and collections.
• Uses professional judgement at all times, ensuring that professional demeanor at all times in an at-time emotional and high volume environment.
• Bring to management's attention critical problems requiring immediate attention.
• Provide processing support to the home offices of Student Financial Services, Office of the Registrar, Admissions and/or Revenue Services. The processes may include but are not limited to: verification for financial aid, appeals, scanning and indexing of incoming documents, departmental scholarship requests, PLUS processing, completion of vocational rehab, DHHS and other forms, adding/dropping of courses in Banner, enrollment verifications, transcripts and other duties as assigned. Processes require analysis, review for accuracy, some decision making and corrections/adjustments to various systems.
• Knowledge of Federal, State and Institutional Policy to review a student's record for any of the Home offices.
• Make corrections to Federal and state databases as necessary while reviewing required submitted documentation requested by federal or institutional policy.
• Participate in cross training in functions of financial aid, student accounts, registrar, admissions, and student insurance. In turn, participate in the training of new temporary or student workers.
• Participate in job-related continuing education seminars, professional development and workshops required to maintain up-to-date knowledge of federal or state regulations and university policies related to position.
• Provide support to WVU Hub Director and Assistant Directors as tasks, special projects, and activities arise to achieve institutional missions and unit objectives as time and work load dictates. Participation may include coordinating and leading assigned project team, innovating new or improved methods of operation, developing policy or procedure drafts.

Pay Grade: 12

Length of Assignment: 8.5 Months

Work Hours: 37.5 Hours per week

• Associate's degree in Business, Accounting, Banking or related field
• A minimum of six (6) months' customer service-related experience
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Preferred

• Bachelor's degree in Business, Accounting, Banking or related field
• Customer service experience in higher education
• Experience interacting with large numbers of people, some of whom may be tense or emotional due to nature of financial aid and accounts payable

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.