Financial Aid Assistant

Student Affairs is committed to creating a vibrant and engaging learning community to inspire and enrich the lives of our students in support of the University of Victoria’s vision “to be a university of choice for outstanding students, faculty, and staff from BC, Canada, and around the world”. The Student Affairs portfolio includes: Office of the Registrar and Enrolment Management; Wellness, Recreation and Athletics; Campus Engagement; and Student Development and Success.

In working to achieve this vision, the Office of the Registrar and Enrolment Management (OREM) places students at the centre of operations and supports students to achieve their academic and life goals. Individual connections with OREM team members and services, as well as interactions with on-line services, contribute to students’ growth in knowledge, independence and confidence. Registrarial services strive to directly support students’ success in their university studies, campus life and subsequent life pursuits. The range of services provided by the units within the OREM appear at every point in the student life cycle, beginning with recruitment and admissions, all the way through to convocation. Members of the OREM team strive to be consistent in their interpretation, communication and application of regulations, policies and procedures while being both professional and respectful of the diversity and complexity of needs across the university campus. The OREM interacts with staff, students, faculty, university and external community members in order to assist in the delivery of core services that cross operational and departmental boundaries (e.g., registration, class and exam scheduling). It is important that students and our university colleagues are well-informed and well-supported by the OREM and the services offered.

*This position is eligible for a Modified Work Schedule*

Reporting to the Financial Aid Officers in Student Awards and Financial Aid, Financial Aid Assistants provide excellent customer service to students, staff and faculty in person at the front counter, on the phone, via Zoom/MS Teams and email. The Financial Aid Assistants provide advice and guidance to students regarding various government aid programs (student loans) and all Student Awards and Financial Aid programs while working as part of the SAFA team to ensure a high level of service within a busy environment with tight deadlines driven by UVIC programs and government agencies.

The Financial Aid Assistants act as the professional and compassionate face of Student Awards and Financial Aid to support applicants, current and former students, alumni, their families and the general public by providing outstanding customer service and detailed information concerning both University of Victoria and government policies and procedures pertaining to: the work study program, undergraduate scholarships, bursaries and government aid.

The Financial Aid Assistant for Work Study accesses government databases and portals to confirm, update and obtain student loan information. They also verify student status in Banner in accordance with government regulations with regard to registration and course load and to process student loan withdrawal and academic completion information.

Financial Aid Assistants work both independently and as part of a team to ensure a continuity of excellent service in a busy environment with the goal of positively contributing to student learning and success. They are able to multitask and ensure all priorities and met in an efficient and timely manner. They are also knowledgeable about the services offered by other offices across campus and are able to identify and connect students with appropriate supports outside of Student Awards and Financial Aid and the Office of the Registrar to ensure their needs are met. Financial Aid Assistants are able to recognize when a situation or disclosure requires a critical referral, and handle the situation with discretion and urgency.

Regular hours for this position are Monday to Friday, 8:30am to 4:30pm. A modified work week is an available option.

Experience:

This position requires a level of education, training and experience equivalent to three (3) years experience working in a similar position, preferably in a post-secondary or institutional environment or an equivalent combination of education, training and experience.

Related work experience should include:

• Strong customer service background.
• Experience answering general and complex inquiries by applying knowledge of existing policies or procedures.
• Have working experience with a complex Student Information System such as Banner Student or a similar database.
• Have working experience with website management program such as Cascade.

Knowledge/Skills/Abilities:

• Commitment to valuing diversity and contributing to an inclusive and respectful working and learning environment.
• Demonstrated knowledge and experience with office software such as Word, Excel, and Outlook, as well as online information systems such as the UVic website and online portal is required.
• Excellent interpersonal and communication skills are required to relate effectively with a diverse population within the University community and external contacts.
• Strong organizational skills and the proven ability to handle a high volume of in person, email and phone inquiries involving complex financial aid situations on a daily basis are required.
• Ability to problem solve by using judgement, independent thinking and/or analysis.
• Must be able to input records into a database or spreadsheet with a high degree of accuracy.
• Team-oriented and student-centred, with a genuine interest in providing an outstanding student experience
• Ability to work in a team environment or individually.
• Ability to interpret and apply written policy and guidelines to ensure compliance and adherence to necessary UVIC and government aid requirements.
• Ability to prioritize varied tasks in order to meet deadlines with frequent interruptions

Assets:

• Knowledge of government student aid programs or post-secondary award programs.
• Experience tracking and reporting program funds in a system such as FAST
• Demonstrated experience performing account/budget tracking and reconciliations
• Experience working in accordance with regulations outlined in the British Columbia Freedom of Information and Protection of Privacy Act (FOIPPA).
• Training or equivalent experience in dealing with conflict and defusing difficult situations

Specialized Knowledge/Education:

• Post-secondary diploma or certificate in a related field. An equivalent combination of education, training and experience may be considered