Salary is commensurate with education and experience.
Priority given to applications received by June 8, 2017.
The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Student Fiscal Services (a division of Financial Management)has an outstanding opportunity for a Counselor, Senior. Student Fiscal Services (a division of Financial Management) is responsible for billing and collection of University tuition and fees for over 50,000 students, and for disbursement of federal, state financial aid, and private scholarship funds. This position supports the students and staff for campuses in Seattle, Tacoma, Bothell, and the Continuum College (was Professional Continuing Education).
The Senior Counselor position serves as a critical member of the Student Fiscal Services team that provides daily process support for the high transaction volume student financial programs. A major component of the job is assisting academic departments, UW students, scholarship sponsors, and administrative staff with questions and troubleshooting to resolve problems in the areas of financial aid, tuition accounts, departmental scholarships, and Federal and institutional Loans. This often involves working closely with other process partners to achieve effective and timely solutions for the students.
The position supports all aspects the scholarship process, third party sponsors billing, student loans, departmental scholarship process, and payment processing of any financial aid received. Besides the daily processes to support the various programs, a large component of the job is also assisting academic departments, students, sponsors, and staff with questions and troubleshooting to resolve problems in the areas of financial aid, tuition statements, departmental scholarship, and Federal and institutional Loans. This often involves working closely with other process partners to achieve an effective and timely solution to the issues.
Provides outreach services to help educate students about their financial responsibilities and the services that SFS provides. This position will initiate and participate in LEAN process improvement projects for SFS and/or other university units.
Senior Counselor supports the tuition forfeiture review process that requires diligence in ensuring students are treated fairly and equally. This process often includes communicating with parents or students experiencing significant stress. It is necessary to consider these issues and communicate with compassionate professionalism.
The Senior Counselor responsibilities cross several functional areas within Student Fiscal Services and outside of the department. Coordination and communication with the accounting unit and the computing unit is essential to ensure reconciliation with general ledger accounting and efficient customer service to student, parents, and departments. Many loan advisor responsibilities are closely related to Office of Student Financial Aid functions. Developing and maintaining relationships with OSFA and cross functional communication is crucial to maintain excellence in customer service. In addition,working with all UW departments, and Bothell and Tacoma campuses to ensure their students receive excellent service in any of the processes supported by this position.
This position must constantly support the review all processes and procedures, assist with external communications and outreach activities, and support the lead advisors and the customer service team as needed.
Supports the scholarship process, third party sponsor billing, loan processes, departmental scholarship process, payment processing of any aid received and ensures all these processes are completed in a timely and efficient manner. Support the tuition forfeiture process. Supports Lead Advisor, Manager of Program Operations, and Customer Service team in any tasks, as needed.
Handles complex and specialized customer questions in person, over the phone, via Live Chat, and by email. Follows up with any issues and/or concerns from students, departments, or sponsors. Is proactive in troubleshooting and resolving problems in a timely manner, consistent with SFS customer service standards. Assists by providing outreach services for students to help educate about fiscal issues and SFS services. The SFS Counselor will create, maintain and/or train in procedures and identify process improvement opportunities for all tasks assigned to this position.
Initiate and participate in process improvement projects/teams for SFS and/or other university units, lead and participate in LEAN projects, participate in counseling activities and will be involved in national organizations.
For detailed information on Benefits for this position click here.
Bachelor's Degree with major study in accounting, business administration, or related field and two years of work experience, or equivalent combination of education/experience
1-2 years of customer service experience
Excellent verbal and written communication skills
Excellent attention to detail and organization skills
Ability to work successfully with all levels of an organization
Demonstrated leadership skills
Excellent organizational skills
Proactive learner and able to understand and disseminate information and regulations
Experience in Outreach, preparing and presenting information to all levels of knowledge and experience
Experience working in higher level academics, preferably in the student financial area
Previous experience working with LEAN/Process improvement
Experience leading a team
Condition of Employment:
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Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.