Ashford University Military Account Resolution Coordinator in Gilbert, Arizona
The Military Account Resolution Coordinator position is a full-time employment opportunity. The Military Account Resolution Coordinator advises and assists military and veteran students and authorized parties with the educational funding process within a centralized student finance structure. Additional responsibilities include providing information on student finance options and monitoring individual military and veteran student funding levels. The Military Account Resolution Coordinator reports to the Military Financial Services Manager. The position includes providing service to military and veteran students in accordance with all policies, procedures, regulations and best practices for serving military and veteran students, including but not limited to: (1) the Department of Defense Memorandum of Understanding (DoD MOU), (2) the Department of Veterans Affairs (VA) Principles of Excellence, and (3) the Department of Education’s 8 Keys to Veterans Success and (4) specific requirements of the each branch of service or VA educational benefit with which the student is affiliated.
Essential Job Duties:
Reviews the aging report and customer balances
Contacts the customer (via telephone/email) on past due balances
Applies knowledge and understanding of individual customer accounts to efficiently and effectively handle account balance inquiries, resolve account problems, billing disputes, misapplied payments and other issues as needed to provide quality customer service
Creates recommendations for review by the Military Financial Services Manager on the acceptance of inactive and re-entry payment plans, settlement amounts, partial payments, time extensions, and the writing-off of receivables.
Maintain a working knowledge of Federal, State and Institutional Policies governing Title IV student aid programs, as well as the policies governing Military Tuition Assistance and Veterans Education Benefits
Communicate with students via phone, email, etc. to answer inquiries on educational funding questions and concerns related to balances and re-entry in a timely manner
Provide excellent customer service to students, internal customers, and any authorized external parties on all incoming and outbound phone calls
Conduct and complete activities via CampusVue
All other duties as assigned Additional Job Duties (include but are not limited to):
Participate in workgroup discussions with other departments to communicate student needs and identify issues for resolution
Multitasks various aspects of the position while being able to prioritize daily work load in order to achieve account resolution goals as well as provide quality customer service.
Works off an assigned set of accounts and will be measured on several performance goals. Core Competencies:
Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers
Interpersonal Savvy: Relates well to all kinds of people - up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees
Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner
Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
Negotiating : Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
Integrity & Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.
Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
Excellent customer service skills—Verbal communication, phone skills, listening, informing, and customer focus
Knowledge of federal financial aid programs and regulations
Knowledge of Military Tuition Assistance and Veterans Educations Benefits
Ability to follow University policies and procedures with good independent judgment
Proficient computer skills: Microsoft Word, Excel, Outlook, and PowerPoint which will be highlighted by use of data entry skills
Minimum of two (2) year account balance resolution experience required Preferred Qualifications:
Ability to communicate effectively, both verbally and written
Strong interpersonal skills
Knowledge of CampusNexus a plus
One (1) year of experience with Military Tuition Assistance and/or Veterans Affairs Benefits
Prior experience working in or with military Education:
Bachelor’s Degree preferred
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