Lavern Walker Email and Phone Number

Collects and analyses financial data on students to determine aid eligibility and create awards within federal and institutional guidelines. Processes financial aid with the ability to monitor progress and identify issues that require resolution. Evaluates unusual/mitigating circumstance documentation or information provided by the student. Exercises judgment by adjusting or revising costs, contribution, need, or dependency status as exceptions to the prescribed process. Work directly with various University offices (Admissions, Registrar, and Student Accounts) and various external agencies (lenders and guarantee agencies) to resolve related processing and payment issues. Maintains current knowledge of federal and state regulations and University policies. Reviews NSLDS and COD loan information to assess aid Office eligibility. Demonstrates excellent communication skills providing appropriate and timely responses to students and staff. Participates in professional development and training activities as needed or required. Completes various reports or projects related to loans, grants, work-study, scholarship, and other aid programs as assigned by supervisor. Analyzes various system-generated reports such as grades and enrollment status or award status to verify continued compliance and eligibility of students receiving aid under federal and institutional guidelines. Answers questions, inquiries, or requests from internal departments regarding financial aid programs and eligibility. Notifies students of changes in eligibility of awards and alternatives to amend the situation. Provides timely communication to the appropriate departmental leader on any issues that may affect the timely processing of student financial aid. Prioritize workload while being flexible to meet the daily expectations. Performs other related duties as assigned.

Knowledge, or ability to attain knowledge, of duties assigned to a Financial Aid Administrator I. These duties include:Answering student emails and phone calls, as well as resolving student issuesKnowledge of reconciliation of Title IV programsProcessing and awardingResearching and learning federal and potentially state regulationsFamiliarity with databases and processes as it relates to Federal AidMaintain a working knowledge of academic years, award years, and SAP, Precertification requirements, Packaging requirements, and/or SAP or PJ requirements. Process Precertification, Packaging, SAP, and other FA cases. Coordinate with multiple teams to assess processing needs. Research thoroughly accounts in Banner, SalesForce, Department of Education database and numerous state grant databases. Review student accounts to ensure all awarded funds are applied to the accounts. Research and understand how the federal financial aid regulations and state regulations apply to WGU. Display proficiency in cross-functional coordination by acting as a liaison on behalf of the student within WGU departments. Ensure that the student has all the information required to complete requirements. Establish a follow-up process to make sure the student submits the requirements and that the student’s financial aid is processed and applied to the students’ account for the correct term and accurate amount. Make sure the student understands the obligations associated with any funding that they receive. Provide excellent customer service for students and fellow employees. Work independently, within a team and cross-functionally with outside state agencies and within WGU

Reviewed work orders from field technicians to ensure pricing is correct before invoicing the customer.Created, cancelled, and modified contracts via the Oracle system.Scheduled maintenance and repair appointments per customer request.Created invoices, pricing updates, and reports via Excel worksheets.Assisted customers with questions regarding product information such as specifications, pricing, contract updates.Assisted with both residential and commercial orders such as placing orders, changing shipping information.Assisted with refunds and credits.

Reviewed student financial eligibility to determine if the student was eligible for Title IV funding.Served on the training, hiring, and professional judgment committee.Mentored new hire employees and conduct training sessions within the financial aid department.Conduct reference checks for new employees within various departments.Created training manuals and updates for new processes and procedures.Completed Quality Assurance file reviews monthly for team members.

Coordinate provision of services to constituents and maintain a complete understanding of all Federal financial aid rules, regulations, policies and procedures.Developed implementation of customer service goals and objectives for the financial aid officeAssist in counseling students, parents, etc. regarding financial aid eligibility and debt management matters, as well as analysis of financial aid funds.Coordinated with the billing/collections departments especially for reconciliation of records.

Run and research collection reports for all campuses bi-weekly for data analysis.Follow-up on any discrepancies at each branch campus to ensure funds are scheduled to disburse when dueTrain on outstanding items or areas of improvement.Interface with third party processor to ensure timely and accurate communication between campuses and processor.Assist in maintenance of financial aid software to ensure all systems are updated and operational.Assist with maintaining financial training manual to ensure compliance.Report findings to the Corporate Director of Finance.Train, coach and mentor financial administrative staff especially on customer service.Oversee the interview process for Financial Aid Administrators.Assist in the formation of new policies and procedures.