Description:
Reporting to the Assistant Registrar, Student Financial Support the Student financial Support Advisor (SFSA) works independently and as part of a team to facilitate and administer support services to students related to student financial support at the University of Calgary. UCalgary Student Financial Support facilitates approximately 11,000 students in directing more than $160 million annually in student loan funding towards their educational expenses and 5,000 students in Undergraduate Awards or over $20 million annually.
In addition, the SFSA provides advising to internal stakeholders, students, and loan agencies on complex, and sensitive issues, which require a high degree of accuracy and confidentiality. This requires an extensive knowledge of policies, procedures, and guidelines as they relate to the government loan programs and an ability to exercise discretionary judgement, decision-making and problem-solving skills with a high impact of error. This position maintains effective ongoing communication within the unit, other departments, and external agencies.
Position Description
Summary of Key Responsibilities (job functions include but are not limited to):
- Provide detailed and accurate advising to students in a courteous and professional manner related to Student Financial Support through multiple mediums including e-mail, phone, and in-person in accordance with university and legislative confidentiality policies
- Promptly responds to all methods of student and stakeholder account queries. Forecast and plan proactive communication to student borrowers
- Advise US students regarding receiving financial aid through the US Direct Loans program, Sallie Mae Smart Option Loan Program, and Veteran Affairs GI bill benefits. Maintain a communications plan to ensure student knowledge of and compliance with the program
- Track and provide detailed statistics to team related to services and outreach of the area (track mail, e-mail and requests)
- Recognize peak periods, forecast demand, and identify key milestones in the process
- Maintain inter-departmental communication, updates, and reporting
- Serve as a liaison between departments and provincial and federal lenders, providing detailed information regarding processes and policies
- Maintain and document changes to provincial and Federal loan policies, procedures and guidelines and communicates these changes to advisors and inter-departmental stakeholders
- Create and provide presentation seminars to departments of the university that require additional support in the student loan process or for campus events (i.e. Cumming School of Medicine, Centre for International Students and Study Abroad) ensuring that the information provided pertains to the specific group
- Occasionally outside of regular work hours
- Ensures timely processing and adherence to financial controls, processes, and reporting systems to facilitate appropriate confirmation of funds received from government loan agencies including provincial and both Canadian and American federal governments
- This includes confirming enrolment for Canadian and International students, completion of student aid forms, and processing of amendments
- Interpret and troubleshoot student accounts, PeopleSoft screens and lender portals as related to loans. Utilize system expertise to troubleshoot batch loan processes, and work with internal systems experts to propose changes or enhancements to ensure alignment of processes with government regulation
- Utilize and refer to the University of Calgary calendar and provincial loans policy manuals to make recommendations for individual student cases related to the loan lifecycles: application, disbursement, loan eligibility and repayment