Purpose:
The role of an Online Enrollment Guide is to facilitate the process of clearing student's financial aid eligibility as they transition from the admissions department to financial aid. This role will challenge individuals to think outside the box in order to provide outstanding customer service while playing a crucial role in support of our students. Online Enrollment Guides should have a high-level understanding of Title IV funding, guidelines and Federal regulations as well as the ability to demonstrate or coach students on this subject matter. Online Enrollment Guides will be expected to meet with leadership on a weekly basis to communicate trends, obstacles and needs of their assigned students. Online Enrollment Guides should possess in-depth knowledge of current FSA systems and internal LAFS processes.
Essential Duties and Responsibilities:
- Advise incoming students and parents of all necessary processes relating to Title IV financial aid, ensuring a seamless experience prior to the student's start in their program
- Advise student of total program costs, out of pocket expenses and eligibility of Title IV financial aid funds.
- Develop and maintain relationships and communication channels with students, parents, and all Los Angeles Film School departments involved in pursuit of degree
- Request, track and advise student on all outstanding documents needed for student to utilize Title IV financial aid funding.
- Communicate timelines to students and parents to ensure any documentation is received in a timely manner
- Review documentation and make necessary corrections to student information based on Department of Education guidelines for clearing the student through verification processes.
- Update database/tracking systems to reflect student's status within the financial aid process.
- Maintain telephone coverage during assigned hours, including answering inbound calls from students and internal customers, and making outbound calls to collect student documentation and arrange for Financial Aid appointments.
- Meet with Team Leads multiple times per week in order to update student files and relay student progression through the financial aid process.
- Adhere to policies and procedures of the Los Angeles Film School
- Maintain strict confidentiality of company and personnel information
- Demonstrate a strong commitment to the mission and values of the organization
- Adhere to company attendance standards
- Perform other duties as assigned
Other Responsibilities: Perform other duties as assigned
Supervisory Responsibilities: none
Competencies/Knowledge/Skills/Abilities:
- Effective communication skills, both verbal and written
- Flexible schedule; ability to work night and weekend coverage as required
- Ability to deliver outstanding customer service by telephone, e-mail, and other methods
- Ability to follow processes, work effectively on a team, and maintain a positive attitude
- Creative problem-solver with attention to detail
- Professional, upbeat, social, and dependable
- Ability to answer complicated student questions accurately and in detail
- Proficiency using software programs such as MS Word, PowerPoint, Excel, and Outlook
Education and/or Experience:
- Bachelor's degree preferred, but will consider financial aid experience in lieu of degree
- At least one year of Financial Aid experience required
- At least one year of customer service experience required
- At least one-year experience working within FSA systems (CPS, COD, NSLDS) preferred
- Applicant must not currently be or have been in default on student loans
