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:
 

Grade: Professional 304

Pay Range: $49,800.00 - $74,600.00

Job Description

Responsibilities

Primary Responsibilities

Provide professional and timely assistance to students regarding questions and concerns students may have regarding any aspect of financial aid requirements and/or eligibility.

Initiate communication by phone call or email to students when needed.

Provide professional assistance to students by advising and assisting them with financial planning, federal and state aid programs and application requirements, collecting data and keep accurate records.

Coordinate the scheduling of appointments with students for financial aid counseling requests.

Documents student application and interviews including special or unique circumstances related to the students’ academic and financial situation.

Has authority to make professional judgement decisions on a student-by-student basis for accurate and maximum financial aid eligibility.

Maintain professionalism and remain calm when students are frustrated or have a difficult time understanding documentation requirements.

Conducts presentations on financial aid programs and policies to university constituents.

Ability to understand billing cycles and financial processes, providing timely interventions for students.

Coordinate communication between student and other teams, providing problem solving resolutions or request for needed intervention.

Communicates effectively and consistently with appropriate internal department members from financial services, admissions, registrar and student accounts as needed.

Performs other job-related duties as assigned.


This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

Excellent customer service skills required

Excellent phone etiquette required

Knowledge of federal regulations pertaining to federal student aid, including needs analysis and eligibility assessment.

Knowledge of federal student aid policies, procedures, and eligibility requirements.

Knowledge of customer service standards and procedures.

Knowledge of automated federal student aid management systems.

Skills in developing presentations and informing those in financial need.

Skills in verbal, written and interpersonal communication.

Skills in the use of Microsoft Office programs such as Word, Excel, PowerPoint, Outlook, etc.

Ability to obtain access to federal government databases pertaining to federal student aid.

Ability to analyze and solve problems in an effective and professional manner.

Ability to work independently and to organize a heavy workload.

Ability to operate office equipment, computers, and computer software applications.

Ability to communicate effectively with a diverse group of individuals to meet their needs.

Ability to maintain a high level of accuracy for all job responsibilities.

Must be able to travel as needed to in-person events and conferences.

Education

Bachelor's degree in related field.


Experience

Customer service experience

3+ of experience in financial aid at the postsecondary level.

Knowledge of Federal Title IV regulations, procedures, and eligibility requirements

In good standing with the US Department of Education, no loans in default.

Experience with Financial Aid Management systems.


Preferred Qualifications

Knowledge of university systems such as Sales Force, Campus Logic and Banner

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

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.