Financial Aid Operations Specialist

Location
Maryland, United States
Salary
Salary Not Specified
Posted
Apr 19, 2021
Employment Type
Full Time

General Summary/Purpose:

The University Student Services Financial Aid team of the Johns Hopkins University (JHU), one of the world’s premier research universities, is seeking two extraordinary individuals to join our team as Financial Aid Operations Specialists. Reporting to the Associate Director for Financial Aid Systems and Digital Strategy, these roles will support University Financial Aid Operations through responsiveness and strong customer service in a fast-paced environment where expectations for performance and productivity are high. They will be part of the team that is responsible for the processing of all financial aid documents for the university including scanning, indexing and posting of materials to OnBase and PowerFAIDs, ensuring that all actions are documented in the student file in accordance with policy. They will also escalate documents to appropriate aid staff for review, respond to customer service inquiries that come in through e-mail and JHU’s customer relationship management (CRM) system, and help with phone calls that are escalated by the university’s call center. The successful candidates will have a strong foundation in Financial Aid, a commitment to providing the highest levels of customer service to students, faculty and staff, and knowledge of the college application and financial aid application process.

This position offers the option to work remotely, but candidates must have the ability to participate in meetings, receive and make phone calls, attend periodic in person meetings, help staff on-site events like orientation/open house, support student one-stop and attend in person training and conferences, as needed.

Specific duties & responsibilities include (but are not limited to):

  • Process physical and electronic financial aid application materials into OnBase and PowerFAIDs within established timeframes.
  • Respond to in-person, phone and email/SCM inquiries from students, parents, faculty, and staff about the financial aid process. Route/refer/escalate calls, emails, and cases appropriately. This includes general and student specific information.
  • Provide general information about federal, state, and institutional financial aid programs, regulations, and procedures for applying for financial aid.
  • Maintain working knowledge of the general services provided by Student Accounts, Registration, Academic Advising, and Admissions to respond to inquiries appropriately and accurately.
  • Advise students about general Title IV eligibility requirements such as half-time enrollment, the academic withdrawal policy, and Satisfactory Academic Progress.
  • Keep abreast of Title IV regulations, along with state and institutional policies and procedures.
  • Exercise independent judgment in the resolution of administrative problems that include interpreting and communicating operating policies and procedures, and escalating issues for review.
  • Perform duties of a sensitive and confidential nature.
  • Other duties as assigned.

Minimum qualifications (mandatory):

  • High School diploma/GED.
  • Three years administrative/academic related experience.
  • Experience with Microsoft products (Word, Excel, Outlook, Access, etc.).

Preferred qualifications:

  • Some college course work.
  • Experience with FERPA and other federal and state laws/policies regarding student records confidentiality and ability to interpret and apply.
  • Knowledge of Federal, State, Institutional, and/or Private financial aid.
  • Experience with OnBase, MDCAPS and Salesforce SCM.
  • Experience processing loans in ELM and/or PowerFAIDS.

JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Special knowledge, skills, and abilities:

  • Strong organizational skills and ability to work with minimal supervision on routine and daily tasks.
  • Attention to detail and ability to identify and correct document-indexing errors.
  • Flexibility and comfort with an ever-changing environment, and openness to assigned special projects.
  • Ability to maintain strict confidentiality.
  • Participate as an active member of the team with the goal of providing exceptional customer service.
  • Maintain positive and professional interaction when speaking with students, parents, and other stakeholders.
  • Calmly handle and resolve difficult situations, as well as exercise good judgment when referring students/parents to other staff members for successful resolution. Ability to de-escalate difficult situations.
  • Excellent verbal skills in order to communicate complex information and concepts to students, parents and other stakeholders.
  • Knowledge of PowerFAIDS, OnBase, ELM, Salesforce, MDCAPS, and Microsoft Office Suite products (Outlook, Word, and Excel).
Candidates are strongly encouraged to submit a cover letter along with resume/cv

Note:This position is not eligible for visa sponsorship.

Classified Title: Financial Aid Operations Specialist
Working Title: Financial Aid Operations Specialist
Role/Level/Range: ATO 37.5/03/OF
Starting Salary Range: Commensurate With Experience
Employee group: Full Time
Schedule: M - F / 8:30am - 5:00pm
Exempt Status: Non-Exempt
Location: 01-MD:Homewood Campus
Department name: 60010802-Shared Services Organization (SSO)
Personnel area: University Student Services

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Homewood Campus


The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm