Job Summary

Drexel Central is a student’s one-stop solutions center for issues related to financial aid, registration, billing, and student records. The Assistant Director, Veterans Affairs, is a frontline representative responsible for assisting military and veteran students and their dependents with these questions through email, telephone, and in-person contact using a proactive, service friendly, and professional approach.

In addition, the Assistant Director is responsible for all federal and University aid to this population as well as for completing the certification of VA benefits and associated processes using internal and external resource tools.

This is a hybrid position, working a combination of in-person and remotely during the week.

Essential Functions

• Provides outstanding customer service to students and families.
• Assist students with finding appropriate solutions to any and all financial aid, registration and billing needs.
• Appropriately links students to other services on campus.
• Approaches all student contacts in a professional, welcoming and service-oriented manner.
• Demonstrates determination and resourcefulness to see problem-solving process through to a successful conclusion by taking personal responsibility for the process.
• Makes initial contact on assigned inquiries (by phone or through email) within 24 hours whether or not solution is complete.
• Provides student/family with personal contact information. Invites student/family to reach out directly.
• Uses analytic abilities to determine the real concern behind an inquiry.
• Goes beyond providing the answer/solution to the presenting issue and addresses other possible ramifications so that communication is professional, clear, comprehensive, proactive and designed to reduce/eliminate further contacts on the same issue.
• Certify veteran benefits through the following processes:
  • Maintain adequate records to show progress of each veteran or eligible person.
  • Review and monitor VA student's registration status and progress throughout the term. 
  • Determine the appropriateness of payment of benefits to each individual VA student.
  • Be fully versed not only in the process for completion of certification paperwork but also the "why" of the paperwork.
  • Adhere to Title IV compliance for aid eligibility in conjunction with veteran benefits.
  • Ensure system recording accuracy.
  • Manage individual and mass communications and maintain follow-up on all processing and client correspondence.
  • Collects and reviews veteran benefits documents for accuracy and completeness and follows stated procedures for compliant and accurate processing of those documents.
• Demonstrates willingness to seek guidance and support from peers and superiors in bringing issues to prompt and successful resolution.
• Continually updates content knowledge by proactively seeking further training on perceived areas of weaknesses.
• Collaborates with and serves university constituencies outside of Drexel Central, providing them with the same standard of customer service as is provided to students and their families.
• Maintains knowledge of University, state and federal policies, procedures and deadlines associated with Drexel Central functions.
• Participates in outreach activities as assigned including nights and weekends.
• Performs other duties as assigned.

Required Qualifications

• Minimum of a Bachelor's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Demonstrated commitment to customer service excellence.
• Comfortable and able to learn and perform basic arithmetic with high accuracy.
• Ability to be caring, compassionate, patient, and helpful.
• Ability to help diverse groups of stakeholders, such as students, families, and related constituent organizations.
• Ability to thrive in a fast-paced and detail-oriented environment.
• Ability to work evenings and weekends.
• Demonstrated effectiveness in verbal, written, and listening communication skills.
• Familiarity with computers and competency in navigating and performing data entry in a Microsoft Windows environment.
• Ability to work independently and demonstrate initiative as well as demonstrated affinity for contributing as a member of a high-functioning team.

Preferred Qualifications

• Banner experience.
• Experience working in a higher education's financial aid, registrar, or veterans benefits office.
• Experience communicating university, state and federal policies and regulations as they relate to financial aid, registration and billing functions.

Location

• Hybrid/Flexible Work Arrangement

Additional Information
This position is classified as Exempt, grade J. Compensation for this grade ranges from $47,490 - $71,230 per year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.