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:

Pay Range: $18.02 - $26.15

Job Description

Essential Functions and Responsibilities:

• Support WGU retention and graduation goals
• Serve as the first point of contact for students answering inbound calls and responding to emails from students with general inquiries about funding and/or tuition payment plans and scheduled.
• Respond to student inquiries in a timely manner with the objective of providing student resolution during their first call or interaction.
• Utilize available resources (Knowledge Base, Student Handbook, internal systems, etc.)
• Accurately track all interactions with students within our Customer Relationship Management (CRM) system, including any issues which require escalation.
• Identify and escalate priority issues to the appropriate resources as defined by business practices.
• Respond to standard or general 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 WGU’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 WGU, State and Federal Regulations and procedures
• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Strong customer service background
• Skilled 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 demeanour.
• 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.

Competencies:

Organizational Impact:

• Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with limited impact on the area.
• The work performed is closely supervised and consists of tasks that are routine and well defined with specific instructions to achieve standardized solutions.

Problem Solving and Decision Making:

• Problems and issues faced are routine and solutions are readily available. There is a well-established and familiar set of activities and/or processes that will derive a solution.
• There is a responsibility for checking data and information for minor changes.

Communication and Influence:

• Communication with contacts within the job area is typical, and information that is provided or obtained requires little explanation or interpretation.

Job Qualifications:

Minimum Qualifications:

• 1-2 years of related experience.
• Requires basic knowledge of processes and procedures.

Department Specific Minimum Qualifications:

• High School Diploma or GED
• Prior work in a contact or call-center or Similar experience.
• Be in good standing with the Department of Education; No loans in default.

Preferred Qualifications:

• Experience with Salesforce, Banner, OnBase, NSLDS, COD.

Prior Experience in higher education specifically with Financial Aid/Services.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.

#LI-ES1 #LI-Remote

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI