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Villanova University was founded in 1842 by the Order of St. Augustine. To this day, Villanova's Augustinian Catholic tradition is the cornerstone of an academic community where students learn to think critically, act compassionately and succeed while serving others.
The Villanova community helps students grow intellectually, professionally and spiritually and challenges them to reach their full potential. Villanova’s academic experience, rooted in the liberal arts, forms an environment in which students and professors are partners in learning. Through academic and service programs, students use their skills, knowledge and compassion to better the world around them.
The University draws students from 45 states and nearly 50 countries. More than 10,000 undergraduate, graduate and law students take part in a wide variety of degree and certificate programs throughout the University's six colleges – the College of Liberal Arts and Sciences, the Villanova School of Business, the College of Engineering, the M. Louise Fitzpatrick College of Nursing, the College of Professional Studies and the Villanova University Charles Widger School of Law.
After graduation, students join nearly 125,000 Villanova alumni worldwide.
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Posting Details (Default Section)
Posting Number: 20254401S
Position Title: Student Service Representative
Position Type: Staff
Location: Villanova, PA
Recruitment Type: Internal/External Applicants
Work Schedule: full-time/12-months
Avg Hours Week
Department: 295-Office of Financial Assistance
Position Summary
The Student Services Representative supports the Office of Financial Assistance with the coordination of undergraduate and graduate phone and e-mail management and responds to the needs of current and prospective students, parents, and others in their dealings with the Office of Financial Assistance, through in-person, telephone, and e-mail contact. This individual promptly answers questions pertaining to all aspects of student aid eligibility, including award status (i.e., disposition of aid to a student) and student billing account status. The Student Services Representative also assists with the tracking and maintenance of documentation pertaining to the student’s account and applications for financial assistance.
This individual performs diverse administrative duties and deals with complex as well as highly confidential matters. This can include but is not limited to mail reception, file organization, record maintenance, phone management, etc.
Villanova is a Catholic university sponsored by the Augustinian Order. The University is an equal opportunity employer and seeks candidates who understand, respect and can contribute to the University’s mission and values.
Duties And Responsibilities
Current and Prospective Student Support
Develop a working knowledge of types of aid available at Villanova University based on student status, i.e., Undergraduate, Graduate, Accelerated BSN , Professional, Certificate, VUNITED students, etc. Advise families of types of aid and methods for application. Timely and accurate response to the needs of current and prospective students, parents, and others through in-person, telephone, and e-mail contact and answer questions pertaining to all aspects of student aid eligibility, including award status and student billing account status. Assist in the coordination of the phone and e-mail management process within the office. This includes but is not limited to creating and updating telephone scripts used in the office’s automated telephone response system as well as creating and using templates for efficient communications. Assist Associate Director for Part/Time, Graduate and Online Programs with email replies. Create email reply templates related to loans and other areas of volume. Prioritize customer service needs in high volume periods and create plans for managing call, email, and document submission volumes. Note and report areas for improvement in customer service communications.
Assist students with the completion/ verification of financial assistance related documents, including but not limited to scholarship forms, identity verification and notarization of citizenship documents, verification of documentation submitted for Federal Verification requirements, Sibling Enrollment Verification, and other documents as needed
Assist with research and data entry related to Federal or state programs, PHEAA Grant Programs, processing Tuition Exchange letters and reports, Scholarship checks and entering document tracking requirements on Banner, and assists the Information Management team with document imaging when necessary.
Liaise with the Bursar’s Office on matters regarding billing, including answering questions by the Bursar’s Office regarding the application and disbursement of financial assistance, delivering scholarship checks, requesting information on billing and charges, etc. Assist with other questions from the Bursar’s Office as needed.
Federal Work Study Student Training
Assist in the training and management of Federal Work Study students by assisting with questions and providing learning resources. Supervise students while they communicate with students and families. Provide support where needed. Work with counselors to develop new training methods/ topics for Federal Work Study students as needed based on changes in Federal/ State/ Institutional regulations/ requirements for financial assistance.
Reporting
Assist professional staff on management of federal, state and institutional reporting functions of the office, including but not limited to providing assistance to the Assistant Director with the Pennsylvania State Grant program; comparing State Grant awards in Banner and PHEAA system; updating PHEAA Partner Interface; and identifying students who did not list VU as first choice for state grants.
Other
Participate in on-going training that will result in a mastery of information pertaining to all Federal, State, and Institutionally funded grant and loan programs administered by the Office of Financial Assistance, as well as technical training necessary to keep up to date on the changes to software programs being used by the office: e.g., Banner, Outlook, PROFILE , NOLIJ , Microsoft Suite of Products.
Assist Information Management Staff with scanning into the image system. Enter documents into Banner.
Perform other duties and assist with projects as assigned.
Minimum Qualifications
Formal Education
High school diploma required.
Work Experience
Two years of secretarial experience (preferably in the field of financial assistance).
Work Skills (e.g., written and verbal communication skills)
Excellent verbal and written communication skills. Ability to deal with complex matters and maintain high level of confidentiality. Ability to assist with social media take overs of the Villanova’s Admissions page.
Specific Job Knowledge (e.g., knowledge of principles and procedures related to field and area)
Conversant on matters related to the University Admission, Scholarship Processes and Student Account (billing) processes.General knowledge of office principles and procedures.
Equipment Knowledge
General office equipment
Preferred Qualifications
Formal Education
Some college and/or school experience is preferred.