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 services department.
This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. This document's contents or related job requirements may change at any time with or without notice.
Qualifications
Knowledge, Skills, and Abilities
Strong customer service background
Proficient in use of most types of office software (word, outlook, etc.).
Ability to work in a fast-paced environment and be adaptable to change.
Attention to detail, accuracy, and completeness.
Ability to work as a contributing member in a team environment.
Some evening hours may be required.
Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor.
Perform daily responsibilities in a professional, friendly, and efficient manner.
Must be self-motivated, and willing to seek out new challenges and information.
Must be able to spend most of each workday logged into the phone system and available to take calls from staff and students.
Able to work closely as a team, communicating concerns and bringing resolution to issues.
Must possess excellent written and verbal communication skills.
Must be able to travel as needed to in-person events and conferences.
Education
High School Diploma or GED required.
Experience
In good standing with the U.S. Department of Education, with no student loans in default.
Preferred Qualifications
Experience with Salesforce, Banner, OnBase, NSLDS, COD.
Prior work in a contact or call-center or Similar experience.
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
Skills Required
- High School Diploma or GED
- In good standing with the U.S. Department of Education; no student loans in default
- Strong customer service background
- Proficient in office software (Microsoft Word, Outlook, etc.)
- Ability to work in a fast-paced environment and adapt to change
- Attention to detail, accuracy, and completeness
- Excellent written and verbal communication skills
- Comfortable working on the telephone most of the workday; clear speaking voice
- Ability to document student interactions accurately in a CRM and follow escalation procedures
- Must be able to travel as needed to in-person events and conferences
- Experience with Salesforce, Banner, OnBase, NSLDS, COD
- Prior contact center or call-center experience
What We Do
Western Governors University is a private, nonprofit online university that provides accessible, competency-based education designed for working professionals.
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