Financial Services Assistant
Western Governors UniversityAbout the role
If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Job Description
The Financial Services Assistant serves as the initial point of contact for students, providing essential guidance and support related to Financial Aid and Student Accounts inquiries. This role is dedicated to delivering clear, professional, and empathetic communication to foster a positive student experience. The Financial Services Assistant also collaborates with enrollment representatives, mentors, and other staff to effectively support student needs and institutional goals.
Responsibilities
Primary Responsibilities
Act as the primary contact for student inquiries by responding to inbound calls and emails with a focus on resolving questions related to funding options, tuition payment plans, and scheduled payments. Contribute to WGU’s retention and graduation goals by ensuring students receive timely, accurate information and support throughout their education journey.
Resolve student inquiries promptly, aiming to provide a comprehensive solution within the first interaction. Access and apply resources such as the Knowledge Base, Student Handbook, and internal systems to effectively address student needs. Document all student interactions and issues accurately in the Customer Relationship Management (CRM) system, following escalation procedures as needed.
Identify and escalate priority issues to the appropriate resources as defined by business practices.
Respond to standard or broad questions regarding Federal Financial Aid, billing, payments.
Communicate and explain frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement.
Understand and explain Federal Guidelines and Regulations to students
Possess knowledge of the award policies and procedures and how they impact the student.
Understand the University’s billing cycles and financial processes.
Research student records and provide detailed information regarding tuition and fees, payment plans, and other financial information.
Comply with University, State and Federal Regulations and procedures
Performs related duties as assigned, supporting the evolving needs of the financial se
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