Serve as a point of escalation for students, prospective students, and parents related to financial aid, educational costs, aid eligibility, and student billing and payment, both in-person at Vermont Tech and virtually.  Function as frontline support staff for students both in-person and virtually when coverage is needed. Provide excellent customer service as part of the Student Success organization.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the primary point of escalation from admissions counselors, advisors, or other student success staff for students who have unique or difficult financial aid, billing, or payment questions or issues, connecting them with appropriate resources in Financial Aid, Student Accounts, or the Registrar’s Office as needed.
• Handle escalated questions if issue is related to a student’s personal financial situation such as financial aid awards, explanation of how estimated family contribution affects financial aid awards, parent plus loans, payment plan set up, bookstore charges, FAFSA needs, and the Financial Aid verification process.
• Respond to escalated student questions related to student billing, payment, and financing related to unique student populations such as veterans, international students, study abroad, or those with other third-party payment.
• Counsel prospective and returning students and parents with unique situations to assess their financial needs and provide them with a wide range of information, advice, and assistance, either in person, over email, or phone.
• Assist with collection of VA paperwork and connect VA students with the VTSU VA School Certifying Official.
• Work directly with students who are veterans to collect information from the veteran or dependent and pass along to the SCO
• Locate and share scholarship and grant opportunities for students who do not have U.S. citizenship. Assist these students in navigating the application process.  Assist PDSO and DSO with international financial processes as needed.
• Support international (F-1) students in understanding and accessing any available financial aid options.
• Work collaboratively across departments and within Student Success to achieve Vermont State University student success goals, the university’s mission and vision, accessibility requirements, and diversity, equity, and inclusion initiatives.
• Demonstrate inclusivity and provide excellent customer service in all modalities, including in-person, telephone, e-mail, video call, live chat, texting, and the like.
• Assist faculty and staff with basic financial aid and billing questions and provide first-level support for use of related technology.
• Monitor financial aid and billing assistance resources such as student portal, web pages, online resources, and forms, and work with Financial Aid and Student Accounts to update as needed.
• At the direction of the university bursar, collect and process all student payments and other ad hoc cash receipts from the campuses, including athletic event ticket fees and  meal plan payments, as necessary
• Serve as the first point of contact for students, connecting them with appropriate resources when coverage is needed as determined by the supervisor, including assisting students with transactional needs and support in all areas of student success.
• Perform other related duties as needed.

 SUPERVISION RECEIVED

Direct supervision received from Associate Director of Advising.

 SUPERVISORY RESPONSIBILITY

Supervise student employees.

MINIMUM QUALIFICATIONS

Associate’s degree in appropriate discipline with two to four years relevant experience, or experience from which comparable knowledge and skills are acquired.

PREFERRED QUALIFICATIONS

Bachelor’s degree in appropriate discipline with two to four years relevant experience, or experience from which comparable knowledge and skills are acquired.

KNOWLEDGE, SKILLS, & ABILITIES

Knowledge:

• Understanding of or ability to learn detailed financial aid processes and information needed to support the unique needs of individual students and their families, including knowledge of various federal, state, and institutional awards and grants.
• Understanding of the educational goals and objectives of Vermont State University including attention to accessibility and diversity, equity, and inclusion.
• Understanding of the psychological and cultural characteristics of economically and educationally disadvantaged students, particularly in a rural setting.
• Experience recording notes and collecting data pertaining to services provided.

Skills:

• Excellent interpersonal and oral and written communication skills.
• Strong organizational and problem-solving skills.
• Experience with (or ability to learn) technologies such as Aviso, Colleague, Self-Service, Slate, Microsoft products, and Perceptive Content.
• Proven record of accountability and follow-through with the ability to meet deadlines.

Abilities:

• Demonstrated ability to work in a fast-paced environment and adapt to changing work processes.
• Demonstrated ability to positively influence student skill development, such as communication skills, leadership skills, academic skills, technical skills, non-cognitive or ‘soft’ skills, and social skills.
• Demonstrated ability to foster student development in the attainment of student success goals, such as academic purpose, sense of belonging/identity, agency, career readiness, civic readiness, access & equity.
• Demonstrated positive attitude regarding Vermont State University and a desire to improve student outcomes, including attention to diversity, equity, and inclusion.
• Demonstrated ability to support a diverse community and promote diverse perspectives and cultures in an inclusive environment.
• Ability to work effectively with a wide range of individuals within the University and capacity to work as part of a team to collaborate and support student success.
• Ability to work some weekends and evenings to provide student support outside of normal business hours.

Location: Randolph campus