Academic and Finance Advisor I

Compensation Range:

Annual Salary: $20.00 - $23.00

Position Summary

The Academic and Finance Advisor (AFA) serves as a student’s key point of contact, providing in-depth, quality service to students from the time they enter the first course until they graduate. Academic and Finance Advisors spend a majority of the day speaking with students on the phone, via email, text messaging, and chat providing academic and financial support while also supporting the students in overcoming challenges that could prevent progress to graduation. Provides policy information and assistance throughout the student's educational time with the University. In addition, also provides direct support associated with the students’ financial aid and addresses all questions regarding funding for students throughout the duration of the program. Provides exceptional customer service and timely, quality responses to all student inquiries. Is a liaison between each student and all other teams within the University. Identifies at-risk students and successful students while educating and motivating students to increase their likelihood of progressing to graduation. Additionally, responsible for a specific set of operating tasks, and measured using key metrics including retention rates, healthy student account balances, and task completion rates.

Location: Remote, USA

Essential Functions:

• Maintain all tasks/responsibilities for the student load set by the leadership team.
• Performs daily operating tasks and responsibilities as assigned by the Associate Director, Roadrunner System, Student Portfolio Report, or other task delivery methods.
• Proactively identify various "at risk" student populations and provide low-level resolutions to assist students in successful program completion.
• Monitor student degree plans and course schedules to ensure students remain in compliance with University policy and degree plan requirements.
• Assist students with any changes to their course of study.
• Identify at-risk behaviors in students and proactively provide support and resources to students to ensure students stay on the path for graduation.
• Accurately describe and advise to financial aid requirements and University policies and procedures.
• Monitor each assigned student’s academic progress, per Satisfactory Academic Progress guidelines and requirements.
• Monitor receivable balances and recommend lockouts and dismissals for financial reasons.
• Responsible for maintaining reasonable outstanding balances and exercising collection efforts.
• Contribute to a positive and productive team atmosphere and working conditions.
• Attend all required team meetings and trainings, adjusting schedule as necessary.
• Deliver messages to students on behalf of the University as needed, not limited to above mentioned tasks.
• Provide professional and composed support to escalated students.
• Participate in ongoing department projects or other special projects, as needed.
• Reasonable and consistent attendance to fulfill the requirements of the position.
• Other duties as assigned.

Supervisory Responsibilities:  N/A

Requirements:

Education & Experience:

• Bachelor's degree preferred.
• Minimum of one (1) year of experience in advising, customer service or related is required.
• Experience in student services or training and development in a collegial setting is preferred.
• Experience working in a fast-paced customer/student-centric position preferred.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Knowledge of academic and business practices in an online environment.
• Knowledge of University policies and procedures, including policy updates.
• Strong customer service skills and a desire to work in this capacity.
• Ability to manage conflict with student concerns or escalations.
• Skill in de-escalating students as well as mitigating and resolving student complaints. 
• Strong ability to provide friendly student service on all calls and written correspondence, regardless of the message being delivered.
• Ability to remain solution-focused in all i