Financial Aid Resolution Specialist

• Apr 2020 - Present

● Implement initiatives that serve and support students in alignment with the studentexperience vision of the institution● Participate in student case management for complex student cases and work withother departments, including the legal team, for escalated cases.● Participate in the development and implementation of operational policies,procedures that pertain to students, alumni, and staff.● Independently conducts comprehensive reviews and investigations in order tosubstantiate or nullify complaints received by the office by reviewing industry rulesand regulations● Proactively identifies patterns and systemic issues that may need to be addressed bysenior management, as well as provide regular and ad-hoc reports that identifytrends, risks and on-going work status.● Provide impartial reviews, risk analysis, and formal recommendations regardingdepartment conformance with internal policies, rules, and statutes.

Generalist

• Jan 2019 - Apr 2020

● Handled escalated calls from students and provided inbound and outbound supportvia telephone and other media forms in response to or in advance of changes orupdates to the student’s financial aid and/or student questions with the goal ofproviding one call resolution to our students● Monitored the accuracy of information provided by team members and provideddaily guidance, motivation, and support to the team, as needed.● Reviewed loan eligibility and current loan debt with students, and discussedeligibility for continued loans as it applies to reaching annual and aggregate loanlimits. Provided students with information to assist in determining their ability to pay their student loan debt. Assessed and evaluated students’ accounts to identifyany remaining financial obligations to the institution, and determine whether thereis a need for student payments for any outstanding balance. Requested and collectedstudent payments when applicable. Assisted managers with reviewing and closingSRM cases and surveys.● Awarded enrolled students and performed packaging modifications● Facilitated meetings and/or training alongside leadership and provide support asneeded.● Provided feedback and suggested ways to improve processes, workflows, teamperformance and morale.

Interim Financial Aid Ombudsman

• Nov 2018 - Apr 2020

● Provided financial aid and customer service research for all student complaints.Analyzed researched data against school policies/procedures and recommendedappropriate action, as well as assisted the management team with effectiveresolutions.● Presented alternative resolutions that mutually benefit our students and Universitycollectively, where the balance between the organization’s goals for studentretention, costs associated with resolutions, and business revenue is reached.● Completed file reviews and provided findings to leadership, including but not limitedto the Associate Director, Executive Director, and Vice President of the financial aiddepartment.● Built and maintained relationships with colleagues and leadership from otherdepartments, combining our efforts to provide prompt and customer service centricresolutions to our students.

Financial Aid Customer Service Team Lead

• Apr 2017 - Jan 2019

● Supported the financial aid department by handling escalated or hard to resolve filesand provided a prompt resolution and excellent customer service to our students.● Provided support for the financial aid department by assisting students through ouronline chat feature.● Facilitated meetings and/or training alongside leadership and provided support asneeded.

Student Finance Coordinator- Financial Aid

• Mar 2017 - Apr 2017

● Assisted students by explaining their financial obligation to the institution. Analyzedand discussed with students the portion that will be covered by state, federal, andoutside funding sources.● Provided both outbound and inbound support to students via telephone, e-mail, andother forms of communication.● Provided information to the student on how to finance any out of pocket paymentsthat the student may be required to make.● Assisted the student in monitoring their debt burden to ensure continued knowledgeof aid eligibility during their career at Kaplan University.

Core Admissions Representative

• Oct 2015 - Apr 2017

● Conducted interviews and evaluated each prospective student. Then advised andcounseled the students through the admissions process and facilitated the collectionof all required admissions documents.● Communicated with prospective students in order to qualify their interest andprovided accurate information regarding Kaplan’s academic programs, applicationand enrollment procedures and requirements.● Maintained, adhered to, and complied with all applicable corporate, state and federalregulatory rules and policies for admissions as prescribed by Kaplan University andthe Department of Education.

Online Admissions Guide

• 2012 - 2015