University of Delaware
Equal Employment Opportunity Statement
The University of Delaware is an Equal Opportunity Employer which
encourages applications from Minority Group Members, Women,
Individuals with Disabilities and Veterans. The University's Notice
of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html
Financial Services and Procurement,
Administrative Support, Student Affairs & Services, Full
PAY GRADE: 28N
CONTEXT OF THE JOB:
Under the general direction of the Senior Student Financial
Services (SFS) Advisor, the SFS Advisor is responsible for
providing billing and financial aid advisement to students and
their families. The SFS Advisor counsels students and families on
financing a University of Delaware education. He or she is
responsible for analyzing students' financial circumstances and
making decisions regarding waiving late fees, revising loan
amounts, adjusting student budgets, releasing holds, and removing
students from the cancellation list. As the initial point of
contact, the SFS Advisor assesses financial circumstances, using
expertise and judgment, to decide upon courses of action for
students and families and make changes as appropriate. As part of
counseling activities, the SFS Advisor must become knowledgeable
about institutional policies regarding federal Title IV regulations
and institutional financial aid and billing policies and
procedures. The SFS Advisor monitors cases until resolutions of
issues are complete.
Topics for which SFS Advisors discuss, review, and provide
counseling include, but are not limited to, the following:
institutional grants and scholarships, financial aid application
(FAFSA), federal verification, entrance and exit loan interviews,
billing charges, late fees, financial hold analysis and resolution,
appeals, financial aid programs (FFEL, FWS, Perkins, ScIP, PHEAA,
and Pell, among others), outside scholarships, third-party billing,
general University information, FERPA rules and University
confidentiality policy, payment plans, private loans, and financial
options identification. The SFS Advisor will be scheduled to handle
customer situations via phone, email, or face-to-face (in person of
virtually) by the Senior SFS Advisor. The SFS Advisor learns
systems, e.g., PeopleSoft, COD, Great Lakes, Campus Logic, among
others, related to the delivery of student financial services. The
SFS Advisor is responsible for performing outreach to students at
financial or academic risk of losing financial aid eligibility. SFS
Advisors must have the ability to create, run, and analyze reports
to identify targeted populations for follow up and outreach. The
SFS Advisor must have excellent communication skills as methods of
interaction with students and families flow through a variety of
media, including email, letters, phone, in-person/virtual
appointments, presentations, and through individual or group
question and answer sessions. The SFS Advisor participates on the
SFS Financial Aid Committee and works with other professionals to
determine appropriate decisions to make regarding difficult
circumstances. The SFS Advisor is pivotal in recommending changes
to policies and procedures as customer demands dictate. Finally,
the SFS Advisor is responsible to identify methods to improve
practices, processes, and services within the unit and on behalf of
the department and overall University.
All told, the SFS Advisor exercises independent judgment and
renders decisions impacting the combined financial aid budget
(federal, institutional, state, private) of over $200
- Advises students and families on billing and financial aid
matter via phones, email, and in-person appointments, in addition
to participating in presentations and question/answer
- Manages contacts through entire life cycle from original
inquiry through to resolution.
- Interprets and executes financial policies and procedures that
have potential impact on University enrollment and compliance with
federal, state, local, and University policies related to financial
aid and billing.
- Makes decisions relating to holds, fee waivers, and
cancellations that affect collection of accounts receivables.
- Analyzes and communicates to targeted groups of students for
outreach and proactive counseling.
- Ensures financial clearance (to prevent holds or release
financial holds preventing students from participating in key
functions such as registration and release of certified records) is
- Determines educational budget changes to make, increasing or
decreasing it, as appropriate.
- Adjusts packages (awards) commensurate with changes in
- Determines when to waive late fees depending on the student and
- Maintains confidentiality and safeguards the privacy of
student, parent, and University information related to financial
data, academic data, and University funds in compliance with
federal and state laws.
- Recommends changes to methods to improve practices, processes,
and services within the unit.
- Joins in financial aid committee discussions and renders
opinions on unique professional judgment circumstances.
- Assists in the collection and processing of documentation
(e.g., federal verification, Satisfactory Academic Progress, budget
increases, professional judgment appeals).
- Refers students and families to appropriate resources.
- Attends professional conferences, meetings, and trainings for
financial aid and billing as required.
- Participates in recruitment and advisement events by presenting
billing and financial aid information and meeting with students and
- Supervises and provides quality control for hourly and student
hourly workers as assigned.
- Performs miscellaneous job-related duties as assigned.
Notice of Non-Discrimination, Equal Opportunity and Affirmative
- Bachelor's degree and one year of related work experience,
preferably in a services unit in student financial services,
financial aid, or student accounts area within a university
- Knowledge of student financial aid, housing, dining, federal
work-study, and federal and private educational loan programs and
policies in a university setting is preferred.
- Ability to make decisions based on objective data and applying
complex regulations and policies.
- Effective oral and written communication skills, including
demonstrated customer relations and listening skills.
- Ability to exercise tact and discretion.
- Ability to interpret, adapt, and apply guidelines and
- Ability to make administrative/procedural decisions and locate
multiple pieces of essential information to analyze and solve
- Proficient computing skills with experience preferably with
PeopleSoft student systems; experience with word processing,
spreadsheet, database, and presentation software.
- Proficient with email and web navigation.
- Demonstrates an understanding and consideration of the
differing needs and concerns of individuals with varying
identities, cultures and backgrounds.
- Committed to fostering a workplace culture of belonging, where
diversity is celebrated and equity is a core value.
The University of Delaware does not discriminate against any person
on the basis of race, color, national origin, sex, gender identity
or expression, sexual orientation, genetic information, marital
status, disability, religion, age, veteran status or any other
characteristic protected by applicable law in its employment,
educational programs and activities, admissions policies, and
scholarship and loan programs as required by Title IX of the
Educational Amendments of 1972, the Americans with Disabilities Act
of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII
of the Civil Rights Act of 1964, and other applicable statutes and
University policies. The University of Delaware also prohibits
unlawful harassment including sexual harassment and sexual