Posting Details (Default Section)
Posting Number:20254401SPosition Title:Student Service RepresentativePosition Type:StaffLocation:Villanova, PARecruitment Type:Internal/External ApplicantsWork Schedule:full-time/12-monthsAvg Hours WeekDepartment:295-Office of Financial AssistancePosition 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.
Work Experience
• Previous customer service experience a plus
Physical Requirements and/or Unusual Work Hours: Special Message to Applicants:Posting Date:06/12/2025Closing Date (11:59pm ET):Salary Posting Information:
Commensurate with experience.
Salary Band:10Job Classification:non-exempt
