The Student Service Representative supports the Senior Associate Director of Financial Assistance with coordination of undergraduate and graduate phone and e-mail management and respond to the needs of current and prospective students, parents, and other individuals in their dealings with the Office of Financial Assistance, through in-person, telephone, and e-mail contact. This individual will be expected to answer questions pertaining to all aspects of student aid eligibility, including award status (i.e., disposition of aid to a student) and student billing account status.
This individual performs diverse secretarial duties and deals with complex as well as highly confidential matters.
Villanova is a Catholic university sponsored by the Augustinian order. Diversity and inclusion have been and will continue to be an integral component of Villanova University's mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University's mission and values.
Duties and Responsibilities
Timely and accurate response to the needs of current and prospective students, parents, and others through in-person, telephone, and e-mail contact and answer questions pertaining to all aspects of student aid eligibility, including award status and student billing account status. Assist in the coordination of the phone and e-mail management process within the office. This includes but is not limited to creating and updating telephone scripts used in the offices automated telephone response system as well as creating and using templates for efficient communications. Assist Associate Director for Part/Time, Graduate and Online Programs with email replies. Create email reply templates related to loans and other areas of volume.
Assist professional staff on management of federal, state and institutional reporting functions of the office as recorded in Part II Position Summary of this document. This may require dealing with complex and/or highly confidential matters. This can include but is not limited to: providing assistance to the Assistant Director with the PHEAA Grant program review Banner system for enrolled credits (online vs. on/campus); compare PHEAA Grant awards in Banner and PHEAA system; update PHEAA Partner Interface; identify students who did not list VU as first choice for state grants.
Coordinate the data entry of records for students who will study abroad related to updating Cost of Attendance and identify those requiring possible aid adjustments. This position also will complete consortium agreements from host schools. Complete electronic certification requests for the Gilman International Scholarship Program.
Participate in on-going training that will result in a mastery of information pertaining to all Federal, State, and Institutionally funded grant and loan programs administered by the Office of Financial Assistance, as well as technical training necessary to keep up to date on the changes to software programs being used by the office: e.g., Banner, Outlook, PROFILE, NOLIJ, Microsoft Suite of Products.
Assist with research and data entry related to Federal or state programs, PHEAA Grant Programs, processing Tuiton Exchange letters and reports, Scholarship checks and entering document tracking requirements on Banner. and assists the Information Management team with document imaging when necessary.
Light data entry and filing. During absence of Part-Time Scholarship Assistant add/delete scholarship information on Departmental Outside Scholarship website.
Perform other duties as assigned.
High school diploma or equivalent required. Strong verbal and written communications.
2 years of secretarial and/or administrative assistant experience.
Customer service experience as this position is a heavy phone and email service position.
General knowledge of office principles and procedures is required.
Some college and/or secretarial school experience preferred.
Experience in a College or University setting, preferably in Financial Assistance, Admission, Bursar or Registrar Office.
Physical Requirements and/or Unusual Work Hours
Minimal weekend and evening Candidates Days, Special campus events (Orientation, Open Houses)
Special Message to Applicants
Posting Date: 09/19/2018
Closing Date (12am ET):
Open Until Filled:
Salary Posting Information: Commensurate with experience.
Villanova is a Catholic university sponsored by the Augustinian order. Diversity and inclusion have been and will continue to be an integral component of Villanova University's mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University's mission and values. Villanova University is committed to providing leadership in the attainment of equal employment for all individuals. It is the policy and practice of Villanova University to recruit and select applicants on the basis of their qualifications and abilities. This effort is in compliance with all federal and state laws, including Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1975, Executive Order 11246, and the Americans with Disabilities Act.
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Office of Financial Assistance Villanova University