Financial Aid Student Experience Specialist

Office of Financial Aid, Counseling 

Stateside Remote

The Financial Aid Student Experience Specialist will be responsible for providing exemplary individualized care to students that require longer-term communication and cross-departmental input to resolve issues around their financial aid. This position requires an attention to detail in a dynamic environment and will deliver high-quality, student-centered support. The Specialist will assist the Associate Director in identifying trends in student issues to drive process changes that will continuously improve overall student experience.  

Must be able to meet and maintain access requirements for secure federal and/or state websites, such as the National Student Loan Data System (NSLDS). Individuals cannot currently be in default on a student loan.  

SPECIFIC RESPONSIBILITIES INCLUDE:  

• Maintain current knowledge of Federal Title IV regulations, state rules, and institutional policies pertaining to the administration of financial aid 
• Work with escalated students to address concerns and identify root causes, follow up as needed, and monitor and communicate progress until resolution is achieved 
• Assist the Associate Director in identifying potential trends and make recommendations for processing and reporting improvements 
• Collaborate with the Financial Aid Training team and other external stakeholders to address and implement training designed to enhance the overall student experience 
• Conduct regular audits of external departments' contact with the Office of Financial Aid to continuously assess whether additional training or coaching is required  
• Monitor cases, calls, and other reports to ensure timely and accurate processing of financial aid  
• Evaluate current business processes and identify areas of improvement that will further enhance the overall student experience  
• Perform other job-related duties as assigned 

REQUIRED EDUCATION AND EXPERIENCE:  

• Bachelor's Degree from an accredited institution of higher learning and three (3) to five (5) years of progressive experience in higher education administration 
• Financial aid experience working with both traditional and non-traditional populations  
• Be able to demonstrate the ability to prioritize and manage multiple tasks in a fast-paced environment  
• Strong working knowledge of financial aid management and student information systems 
• Excellent organizational and interpersonal skills  
• Ability to communicate effectively verbally and in writing 
• Be able to work independently, make informed recommendations, and manage a dynamically urgent workload 
• Capacity for real-time, learner-centric decision-making  
• Detail-oriented with a penchant for clear and consistent documentation 
• Strong commitment to customer service and continuous improvement of the student experience  

PREFERRED EDUCATION AND EXPERIENCE:  

• Master's Degree  

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: