Veterans Certification Specialist

Job Description Summary

Under the general direction of the Associate Director/Manager of Veteran Financial Services, the Veteran Certification Specialist serves as a liaison between the federal (VA) and state (FDVA) offices and is primarily responsible for the certification of Veteran education benefits. This position is required to deliver timely, student-centric service to undergraduates, graduates, and online learners at Saint Leo University. They are required to stay informed of federal and state guidelines and serve as a resource to students and staff. This role must have knowledge of and experience working with Military-Affiliated populations and the ability to execute creative and innovative solutions to deliver superior student service. In addition, this position may meet with and provide requested records to VA and State Approving Agency officials in conducting compliance surveys and supervisory visits (audits).

Job Description

key responsibilities:

• Serves as the university’s School Certifying Official for students receiving education benefits through the Department of Veterans Affairs (VA). This task includes the below duties, among others:
  • Serves as the primary contact for Veteran education benefits issues, and works with appropriate departments (i.e., Student Financial Services, Billing, AR, Registrar's Office) to resolve with sensitivity to the Veteran's individual needs. Resolve VA educational benefits inquiries through trained expertise.
  • Uses Colleague and Enrollment Manager to report student enrollments to the VA in accordance with Federal guidelines.
  • Tracks and submits updates to student course enrollment.
  • Ensures students are only taking authorized courses and are enrolled only in authorized programs.
  • Monitors funds received by the VA, validates and verifies all payments are received, and processes overpayments and school debt letters.
  • Maintains VA files for annual review purposes; prepares for federal audits and facilitates the visit.
  • Advises and educates all Veterans benefit recipients regarding the requirements of the various benefit programs and assists with VA education benefit applications via inbound and outbound telephone/video calls and emails to direct lines or departmental queues.
  • Maintains required level of training per VA requirements.
  • Monitors federal (VA) and state (FDVA) guidelines to ensure the university and students are adhering to current regulations.
  • Educates Saint Leo University community on policies and procedures of VA education benefits and keeps up to date with policy changes that impact processing.
• Determines the correct department for routing or scheduling that meets the students’ needs: student financial services, success coach, accommodations, etc.
• Projects a positive, friendly, welcoming experience, particularly when the issue is not easily resolved or requires lengthy explanation.
• Understands and adheres to FERPA guidelines, Saint Leo policies and other institutional compliance expectations.
• Interacts with other university offices as necessary to provide quality customer service and referrals.
• Maintains a collaborative working environment with all team members.
• Responds to constituent needs through a variety of channels including, but not limited to, phone, email, Zoom, and Microsoft Teams. 
• Documents conversations / student service notes within approved unit systems to ensure quality assurance & unification of student messaging and traffic data reporting.
• Represents Veteran Financial Services at outreach events held on and off campus and often outside of regular business hours; including, but not limited to, university orientations, open houses, information sessions for potential students, admitted students’ day, and MANE Event.
• Flexibility to work occasional extra hours and Saturdays as needed.
• Being at work on time and maintaining good attendance is a requirement of employment.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge:

• Bachelor’s degree from a regionally accredited post-secondary institution; preferably in a relevant discipline, e.g. higher education, accounting, counseling.
• One year of prior experience working with veteran or Military-Affiliated populations inside or outside of an educational context.
• Experience or familiarity with military-related education benefits offered by the VA, and how they are administered and managed.
• Working knowledge of VA Enrollment Manager web-based platform preferred along with various other VA benefit portals.
• Recent experience using Ellucian Colleague software or equivalent higher education Student Information System.
• Knowledge of common higher education standards, policies, and procedures.

Skills:

• Advanced customer service and computer skills, including experience with Microsoft Office products and other relevant software, including database and web-based programs.
• Excellent oral and written communication skills to clearly and effectively communicate information to diverse communities.
• Practical, business-oriented approach to problem solving and ability to multi-task and thrive in a fast-paced change environment.

Abilities:

• Ability to manage inbound and outbound telephone/video calls and emails while assessing student needs quickly and providing solutions proactively.
• Ability to maintain accurate and auditable records.
• Ability to work independently with a high degree of accuracy, attention to detail, and ability to meet deadlines.
• Ability to demonstrate sound judgment in working through complex transactions, with the ability to analyze, problem solve, and communicate observations and recommendations.
• Ability to participate as a team member, ability to understand and interpret rules and regulations, and ability to readily adjust to change.
• Ability to work effectively with students, faculty, and staff.
• Ability to professionally handle confidential material and associated issues; and maintain confidentiality of students’ records.

Work Environment Requirements:

• Must have a quiet, distraction-free work environment without any conflicting responsibilities during assigned work schedule.
• Home office must have DSL or Cable Internet with the ability to be hardwired into a modem/router via Ethernet (Dial up, Wireless, or Satellite internet service cannot be used).
• Remote employees are expected to be available and communicative during scheduled work hours.
• Employees are expected to maintain their workspace in a safe manner, free from safety hazards.

Why Work at Saint Leo?

What it’s Like to Work Here: Ask our employees and the one word they’d use to describe working at Saint Leo University is “Community.” Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world.  Thank you for your interest in joining the Saint Leo PRIDE!

We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).

• FREE Tuition - Employee, Spouse, and Dependents*
• Tuition Exchange Opportunity - Dependent of Employees*
• Generous Paid Leave - Sick, Vacation, and Holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted On-Campus Dining Meal Plans
• Nationwide Pet Insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center

*Eligibility based on meeting required service period