Academic and Finance Counselor I

Position Summary

The Academic and Finance Counselor (AFC) provides comprehensive and culturally competent support services designed to ensure the academic success of students. Performs academic and financial advising, executes student engagement strategies, performs routine administrative tasks, and works collaboratively with multiple internal departments to support students through the student lifecycle. Interprets and implements university policies related to academic and financial aid guidelines, student course selection, and transfer of course credit. Advising and information sharing occurs online, via phone calls, video calls, and email. Communicates, engages, and advises active students in assigned caseload per their preferred contact time and method. 

Essential Functions:

• Communicate University policies and procedures.
• Advise on Financial Aid policies and title IV regulations.
• Provide appropriate support services to students based on individual needs.
• Make informed decisions and apply sound judgment to independently support assigned student caseload.
• Manage student Accounts Receivable including document collection, student payments and financial aid.
• Monitor and facilitate voucher collection and submission for processing by student finance team.
• Facilitate appropriate referrals to other departments and campus resources.
• Utilize multiple systems and reports to support students.
• Provide professional and composed support to escalated students.
• Escalate or de-escalate complex student issues and questions.
• Execute student communication strategies and queues across all channels providing timely responses and resolutions to student inquiries.
• Engage with students and team members via phone, email, video calls, and chat communication.
• Execute student program planning to determine the strategies to best support each student individually.
• Monitor academic progress, identify at risk populations, and provide resolutions to assist students in successful program completion.
• Utilize coaching skills to build strong relationships with students.
• Provide ‘At Risk’ coaching and interventions as applicable.
• Provide internal and external resources as it pertains to the student’s specific needs.
• Provide creative approaches to student success, persistence, and satisfaction.
• Establish and maintain professional working relationships across internal and external departments to ensure students benefit from a variety of professional knowledge and perspectives.
• Deliver messages to students on behalf of the University, as needed.
• Participate in ongoing department projects, or other special projects, as needed.
• Reasonable and consistent attendance to fulfill requirements of the position.
• Other duties as assigned.

Supervisory Responsibilities:  

Supervisor duties to include: N/A

Requirements:

Education & Experience:

• Bachelor's degree preferred.
• Minimum of three (3) years of related experience in recruiting, advising, servicing and/or retaining students and experience in the fields of academic counseling, marketing, educational services, or customer service required.
• Experience working in a fast-paced customer/student-centric position preferred.
• Experience advising students regarding academic performance and course enrollment in a university or college setting preferred.
• Experience with online student advising preferred.
• Experience with Financial Aid or Title IX regulations preferred.
• Experience interpreting and monitoring compliance of federal government regulations and guidelines preferred.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Knowledge of academic and business practices in an online environment.
• Knowledge of University policies and procedures.
• Strong customer service skills and a desire to work in this capacity.
• Skill in supporting a collaborative work environment to ensure the best results for the team and University.  
• Skill in using effective communications, listening sensitively, and adapting communication style to the audience, especially during escalated situations. 
• Skill in de-escalating students as well as mitigating and resolving student complaints. 
• Demonstrated ability to work independently with little or no supervision.
• Proven problem-solving techniques, logical and creative.
• Knowledge of and willingness to learn and work with technology; specifically, word processing environments, internet navigation, database management, SMS, Live Chat, and e-mail correspondence.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
• Possess strong ethics, ability to take and give direction and work as a flexible and dependable team player.
• Ability to recognize when to reach out to leadership, directly or indirectly, to ask for help and/or seek guidance when needed and as appropriate. 
• Excellent communication and public speaking.
• Ability to receive coaching and feedback with adaptability to change.
• Ability to work independently and prioritize work.
• Ability to work in a fast-paced environment.

Location: Remote

Travel: No Travel Required

#LI-DNI

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.