Job Description

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: Services 206

Pay Range: $21.97 - $31.87

Job Description

Primary Responsibilities

• Responsible for reporting to ensure students accurately receive funding in a timely manner.
• Reviews reports to ensure accurate data, proper funding and issue resolution. Assist students and staff with questions on scholarship funding or general scholarships.
• Collaborates with other employees on committees regarding policy, procedures, and application reviews.
• Communicate and explain missing requirements to the student and ensure they have the information needed to complete that requirement.
• Ensures student issues are effectively resolved.
• Enters scholarship related data, information, and records into applicable systems and databases.
• May assist with various data clean up or special communications projects to ensure students are processed effectively.
• Identify and escalate priority issues to the appropriate resources as defined by business practices.
• Accurately track all interactions with students within our Customer Relationship Management (CRM) system, including any issues which require escalation.
• Provides exemplary customer service, including interacting with students and other university stakeholders, answering inquiries, and effectively handling complaints in a timely manner.
• Reviews completed scholarship applications evaluating various factors based on department and scholarship specific criteria.
• Support or lead specified scholarship responsibilities (Emergency Aid applications, appeals, Online Access Scholarship, etc.) as needed.
• May make decision to deny or advance the application. Evaluation at this stage may include elements from application answers, essays, GPA, relevant experience, academic achievement, financial data info from application.
• Performs other 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

• Computer skills including Microsoft Office Suite and ability to learn other systems including Salesforce, Excel, student information system, scholarship award system.
• Experience with customer relations management (CRM) systems, scholarship award systems and databases.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Demonstrated time management and priority setting skills.
• Ability to understand billing cycles and financial processes.
• Able to maintain a high degree of professionalism in interactions with students, team members and other colleagues.
• Ability to maintain privacy and confidentiality of student data and information.
• Ability to work independently, be attentive to detail and maintain a positive attitude.
• Provide quality experience with all customer service interactions both over the phone and via email communications. Commitment to providing quality experience with all customer service interactions both over the phone and via email / written communications.
• Use independent judgement and maintain a professional demeanor in handling student questions, complaints and resolution of issues.
• Experience working with sensitive, personal and confidential information.
• Good work habits, such as attendance, punctuality, accountability, thoroughness, and resourcefulness.
• Possess time management skills and ability to complete projects on time.
• Familiarity with financial aid programs.
• Able to think strategically and adapt to changing priorities and business needs.
• Demonstrate ability to analyze a process and/or policy, make recommendations and implement process/policy improvements.
• Ability to manage multiple priorities in a fast-paced environment.

Education

• High School Diploma or equivalent.
• 2 or more years analyzing, organizing and evaluating student data, particularly data related to scholarship administration and decision making

Preferred

• Bachelor’s degree in related field.
• 2 or more years of related experience in financial aid, customer service and working with systems and processes.

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 recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

Job Tags

Full time, Work at office, Flexible hours,

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