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Senior Finance Counselor at Southern New Hampshire University
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Competencies
Extensive experience guiding students through financial aid applications, issues resolution, and disbursement processes.
Proficient in multi-channel communication, delivering tailored support to diverse client needs effectively.
Skilled at diagnosing and resolving workflow and system issues in fast-paced environments.
Able to identify operational bottlenecks and implement solutions to enhance efficiency.
Summary
Dedicated professional with extensive experience in financial aid counseling and technical support, adept at resolving complex issues and improving operational workflows to enhance client satisfaction.
Key Achievements
- Provided comprehensive multi-channel support to guide students through financial aid processes, improving student satisfaction and retention.
- Resolved complex financial aid issues efficiently, ensuring timely disbursements and compliance with institutional policies.
- Diagnosed and addressed workflow and system issues in real-time, reducing operational delays and enhancing support team productivity.
Experience
Sr Finance Counselor
Delivered multi-channel support (phone, email, chat, SMS) to guide students through all aspects of financial aid, from application to disbursement. Resolved complex financial aid issues, often serving as the primary point of contact for escalations. Translated federal aid regulations and institutional policies into clear, actionable guidance for students. Maintained performance in a high-volume, fast-paced environment while ensuring compliance and accuracy. Coordinated with cross-functional teams to remove barriers to student funding and enrollment
Information Specialist
Acted as an internal helpdesk for frontline agents, delivering rapid guidance on systems, processes, and account handling. Diagnosed and resolved workflow and system issues in real time to prevent service disruptions. Interpreted and applied client policies to ensure compliance and consistency. Reduced escalation volume by resolving agent issues at the first point of contact. Partnered with leadership and support teams to address recurring operational challenges