Financial Services Assistant

Overview

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency‑based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student‑focused professionals.

The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range is:

• Grade:
  Services 204
• Pay Range: $18.79 - $27.25

• Act as the primary contact for student inquiries by responding to inbound calls and emails with a focus on resolving questions related to funding options, tuition payment plans, and scheduled payments. Contribute to WGU’s retention and graduation goals by ensuring students receive timely, accurate information and support throughout their education journey.
• Resolve student inquiries promptly, aiming to provide a comprehensive solution within the first interaction. Access and apply resources such as the Knowledge Base, Student Handbook, and internal systems to effectively address student needs. Document all student interactions and issues accurately in the Customer Relationship Management (CRM) system, following escalation procedures as needed.
• Identify and escalat[ing] priority issues to the appropriate resources as defined by business practices.
• Respond to standard or broad questions regarding Federal Financial Aid, billing, payments.
• Communicate and explain frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement.
• Understand and explain Federal Guidelines and Regulations to students.
• Possess knowledge of the award policies and procedures and how they impact the student.
• Understand the University’s billing cycles and financial processes.
• Research student records and provide detailed information regarding tuition and fees, payment plans, and other financial information.
• Comply with University, State and Federal Regulations and procedures.
• Performs related duties as assigned, supporting the evolving needs of the financial services department.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. This document’s contents or related job requirements may change at any time with or without notice.

• Strong customer service background
• Proficient in use of most types of office software (word, outlook, etc.).
• Ability to work in a fast‑paced environment and be adaptable to change.
• Attention to detail, accuracy, and completeness.
• Ability to work as a contributing member in a team environment.
• Some evening hours may be required.
• Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor.
• Perform daily responsibilities in a professional, friendly, and efficient manner.
• Must be self‑motivated, and willing to seek out new challenges and information.
• Must be able to spend most of each workday logged into the phone system and available to take calls from staff and students.
• Able to work closely as a team, communicating concerns and bringing resolution to issues.
• Must possess excellent written and verbal communication skills.
• Must be able…