Senior Financial Aid Processor

Towson University (TU) is one of the nation’s top 100 public universities. Located north of Baltimore, TU currently enrolls more than 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University values diversity and fosters a climate that is grounded in respect and inclusion to cultivate the intellectual and personal growth of the entire university community.

This Senior Financial Aid Processor manages all outgoing mass emails by running queries and reports to send many different standardized messages about various aid issues. Aid Processing responsibilities include reviewing submitted aid documents and answering students and parents aid questions by phone, email, chat and at our counter. This position supports the Processing Unit manager by providing daily leadership and direction to all Processing Unit staff. This position requires careful attention to details and detailed knowledge of complex federal, state, institutional, and private financial aid program requirements. 

• Run a series of weekly queries/reports and use that data to send mass emails to students about various aid issues using standardized email templates for each report. Example topics include document requests, award notifications and revisions, and loan disbursement notices. These tasks require high attention to detail.
• Help the Processing Unit manager provide daily leadership, direction, and training to Processing Unit staff. Help ensure that staff provide excellent customer service and accurate guidance to students and parents aid questions including: various federal, state, TU, and private financial aid programs and their application processes and eligibility requirements; the FAFSA application, income tax data verification process, and special conditions income reevaluation processes; how these aid programs are affected by changes in tuition residency, housing status, enrollment changes, citizenship status, and other eligibility criteria; and basic questions about the university’s billing, payment, and rebate/refund processes. (More detailed billing questions will be transferred to the Billing Office).
• Collect and process submitted aid application documents. Review aid applications for completion, signatures, admission and enrollment. Resolve federal aid application eligibility problem "C Flags" including citizenship status.
• Answer students' and parents' aid questions via email, phone, chat and our front counter. Must provide quality customer service, professional and articulate correspondence, and accurate guidance based on TU aid policies and federal and state regulations. Must also apply problem solving skills to identify and request the appropriate documentation needed to fulfill all financial aid application and aid program requirements.
• Scan incoming documentation into our Perceptive Content imaging system and index it to electronically file documents.
• Interact with other departments to facilitate aid processing and assist students with other concerns.
• Additional duties specified based on office need.

Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.

Required:

• Bachelor's Degree
• Four years of experience in administrative staff work.
• Excellent customer service, communication, and problem solving skills.
• Ability to work independently and adapt to changing environment.
• Proficient with Microsoft Office.

Preferred:

• One year of experience in a financial aid office.
• Knowledge of federal, state, and institutional financial aid polices and procedures.
• Call Center experience.
• Experience with Peoplesoft Software, Cisco Telephone systems, Library Help Chat, and Perceptive Content imaging software.

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

$51,069 annually and full University benefits that include annual leave, up to 15 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. Applicants with TU or USM service may receive salary credit. To learn more about our benefits, click here. TU also offers a variety of great perks and discounts, which can be found here.

If you are motivated, innovative and team-oriented, we would love to hear from you.  
For consideration, please submit a cover letter and resume with your online application. 
This position will be open for a minimum of 14 days.  

The safety of our students, faculty, staff, and neighbors has been our top priority and the focus of every one of our decisions since the earliest days of the COVID-19 pandemic. Therefore, the University System of Maryland (USM) has strongly encouraged full COVID vaccination and up-to-date booster shots (when eligible) for all faculty, staff, and students at all schools in the USM as both a reasonable and necessary means of protecting our health and safety.