STUDENT FINANCIAL SERVICES SPECIALIST

A Student Financial Services Specialist serves as the initial contact for the Student Financial Services Office providing professional and positive customer service, assisting current and prospective students and families with the financial aid process. Develops and maintains a strong working knowledge of federal, state, and College student aid regulations, policies, and procedures and provides a variety of information regarding various financial aid programs, procedures and eligibility requirements. Performs operational activities to include data entry, updating and maintaining student account information, receives and processes forms and payments, and post transactions. Prepares reports, letters and other correspondence, and responds to questions regarding student financial services programs.

POSITION RESPONSIBILITIES

1. Participate in efforts to attain the Office of Student Financial Services goal to provide outstanding service to students, parents, the campus community and other constituents; convey information related to student financial services clearly and concisely to groups or individuals verbally and in writing; arrange and/or schedule appointments with appropriate staff within Student Financial Services.
2. Greet and guide both prospective and current students and families through the financial aid process. Assess the student's individual need, explain aid programs, application procedures and eligibility criteria, and provide appropriate forms. Handle and respond to complex, sensitive, or emotional financial and customer situations. Respond to questions and identify and resolve processing and communication issues regarding billing, financial aid, payment deadlines, tuition rates, loans, forms, and related information; refer unusual concerns to appropriate staff within Student Financial Services.
3. Develop and demonstrate a multicultural awareness and contribute to cultivating an inclusive, diverse and respectful College community. Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College. Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.
4. Receive and review application and supporting documentation in accordance with established guidelines to ensure complete financial aid documentation in preparation for verification and packaging. Research and resolve issues such as missing paperwork. Enter application information into database, scan documents, and setup and maintain files for financial aid application paperwork and student financial aid awards.
5. Answer multi-line phone and provide a high level of service; receive and respond to e-mail correspondence; utilize the online student information system to review information and assist students and/or family members with inquiries providing thoughtful, complete responses. Document all inquiries and responses within the student information system.
6. Open and sort mail; process payments and forms received and distribute all other mail to appropriate staff member for action. Research and assign returned mail to student assistants for proper follow-up.
7. Participate in maintaining an accurate and consistent processing schedule in a high volume environment. Receive and process cash, checks, other currency, wire transfers, and credit card payments to student accounts for payment of advance deposits, tuition and fees, ID Express, payment plans and other accounts receivable; prepare deposit receipts and post to appropriate account; maintain adequate supply of change for daily business transactions; balance cash drawers and reconcile daily transactions.
8. Assist with the collections process and participate in processing student transactions, posting of payments and disbursements, billing and other operational activities during high volume cycles and as assigned.
9. Develop and maintain knowledge of various financial aid program eligibility standards, billing and collection rules and regulations, state and federal regulations, and financial aid services and programs offered through private, state, and federal agencies.
10. Develop and maintain knowledge and ability to navigate through and utilize various systems and computer applications.
11. Develop and maintain knowledge of the services provided by the Offices of Admission, Extended Studies/International Programs, Registrar, Residential Life, Student Employment and other campus offices and direct customers to appropriate campus offices.
12. Meet with employees and graduate students regarding the payroll deduction option for paying student account balance; assist in determining the amount to be deducted and completing the required payroll forms. Using the online student information system, credit the full amount of the deduction to the student account and monitor deduction reconciliations from Payroll to ensure full deductions are paid.
13. Use reporting tools to write reports as necessary; collaborate with the Associate Director for Student Financial Services Information Systems as needed.

QUALIFICATIONS

Associates degree and a minimum of two years relevant experience or the equivalent combination of education and experience; strong interpersonal and communication skills and the ability to effectively work and interact respectfully within a diverse and inclusive environment; proficiency in various word processing, spreadsheet and database software applications and ability to learn new systems and applications; strong organizational skills and attention to detail; ability to maintain and monitor various accounts, prioritize projects, handle multiple tasks and meet deadlines are required. Previous experience working with an on-line student information system in a college or university is preferred.

WORK ENVIRONMENT

Most of the work of the incumbent is carried out within a generally accessible, safe, indoor environment, with the availability of partial remote work as well. The incumbent may be required to operate a personal computer and associated equipment such as computer printers as well as other office equipment used in day-to-day operations.

ABOUT ITHACA COLLEGE

As an employee at Ithaca College, you’ll get much more than a competitive salary and the traditional advantages. We pride ourselves on providing our benefit-eligible employees with the most comprehensive benefits possible, including work/life balance, generous paid time off policies, career-enhancing trainings, employee and dependent tuition assistance, and opportunities to give back to the community. Beyond benefits, you’ll enjoy the kind of uniquely rewarding work environment that can only be found in a vibrant college community.

APPLICATION INFORMATION

To apply, please submit cover letter, resume and list of three professional references.

Visa sponsorship is not provided for this position.

Ithaca College is committed to building a diverse academic community and encourages members of underrepresented groups to apply. Experience that contributes to the diversity of the college is appreciated.