Anthology Inc · 9 hours ago

Financial Aid Coach

United States

Full-time

Remote

Entry Level

$16/hr - $18/hr

1+ years exp

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Higher Education

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Responsibilities

Conducting proactive outreach to students supporting the financial aid journey, from navigating initial FAFSA submission through to disbursement

Providing detailed information about financial aid and student services

Overcoming objections to enrollment by navigating financial aid barriers and assisting students in completing the necessary steps for various financial funding methods

Maintaining regular follow-up with prospective students and ensuring progress through the financial aid and enrollment process

Reaching out to students with scheduled appointments on time, supporting the student needs and any follow-up

Assisting with identifying each student funding plan and getting correct resources to students for financial aid and other funding methods

Reviewing student specific financial aid as they move through the financial aid stages and roadblocks

Handling inbound inquiries from students, via multiple technologies including telephony, SMS, and email

Demonstrating empathy and patience while resolving student inquiries efficiently

Documenting all communications accurately in the CRM and ensure timely follow-up

Escalating unresolved or complex issues to appropriate team members

Ensuring strict adherence to institutional Service Level Agreements (SLAs) and established verification processes when providing information to students online, maintaining the accuracy and integrity of student data

Collaborating with customers via communication and partnership

Working directly with customer stakeholders identifying and overcoming student obstacles to completion of financial aid processes, enrollment and persistence

Maintaining professional, solution-focused communications via meetings, emails and Teams chats

Qualification

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Financial Aid SupportMicrosoft OfficeSalesforceCRM ToolsHigher Education ExperienceEducational TechnologiesOnline Learning Platforms

Required

Associate’s degree or equivalent combination of education and work experience

At least 1 year of relevant experience in customer service, sales, or student support roles, preferably within a higher education or technology environment

Strong oral and written communication skills, with the ability to handle complex conversations in a professional and empathetic manner

Proficiency in Microsoft Office, Salesforce, and other CRM tools

Ability to manage multiple tasks, meet deadlines, and work in a fast-paced, dynamic environment

Demonstrated problem-solving skills and attention to detail

High-speed Internet Connection (Cable, Fiber, DSL)

Ability to work in a home environment that is quiet and distraction-free