Financial Aid Coach

Financial Aid Coach

Remote - United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Customer Engagement and Success Advisor/Financial Aid Coach serves as a key contact to provide best-in-class support to new and continuing students toward successfully completing financial aid documentation. This role helps applicants and continuing students navigate their financial aid journey beyond the scope of application. The advisor will work closely with the enrollment team to help their applicants navigate through to completing their financial aid in a timely manner focusing on the student completing the financial aid requirements to enroll. The advisor will use a consultative approach to provide solutions, resolve issues, and ensure satisfaction for both students and institutions.

This dynamic position requires interaction across various platforms, including phone, chat, email, and web-based systems. Advisors will be involved in proactive outreach to ensure student retention, success, and institutional satisfaction.

Primary responsibilities will include:

Student Engagement and Financial Aid Support

• Conducting proactive outreach to students supporting the financial aid journey, from navigating initial FAFSA submission through to disbursement
• Providing detailed information about financial aid and student services
• Overcoming objections to enrollment by navigating financial aid barriers and assisting students in completing the necessary steps for various financial funding methods
• Maintaining regular follow-up with prospective students and ensuring progress through the financial aid and enrollment process
• Reaching out to students with scheduled appointments on time, supporting the student needs and any follow-up
• Assisting with identifying each student funding plan and getting correct resources to students for financial aid and other funding methods
• Reviewing student specific financial aid as they move through the financial aid stages and roadblocks

Customer Service and Support

• Handling inbound inquiries from students, via multiple technologies including telephony, SMS, and email
• Demonstrating empathy and patience while resolving student inquiries efficiently
• Documenting all communications accurately in the CRM and ensure timely follow-up
• Escalating unresolved or complex issues to appropriate team members
• Ensuring strict adherence to institutional Service Level Agreements (SLAs) and established verification processes when providing information to students online, maintaining the accuracy and integrity of student data
• Collaborating with customers via communication and partnership
• Working directly with customer stakeholders identifying and overcoming student obstacles to completion of financial aid processes, enrollment and persistence
• Maintaining professional, solution-focused communications via meetings, emails and Teams chats

The Candidate:

Required skills/qualifications:

• Associate’s degree or equivalent combination of education and work experience
• At least 1 year of relevant experience in customer service, sales, or student support roles, preferably within a higher education or technology environment
• Strong oral and written communication skills, with the ability to handle complex conversations in a professional and empathetic manner
• Proficiency in Microsoft Office, Salesforce, and other CRM tools
• Ability to manage multiple tasks, meet deadl