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STUDENT FINANCIAL SUPPORT ANALYST
Job Title: STUDENT FINANCIAL SUPPORT ANALYST
Job Code: 0245
FLSA: N
Job Level: 10
Revised Date: 02/01/2024
Job Family: JF 03
Occupational Summary
As the primary contact for both prospective and current students, Duke's financial support analysts play a vital role in enabling students to afford and engage in the Duke experience. The position requires both strong interpersonal and technical skills, and the right candidate will be able to provide clear and concise guidance on the financial aid process to thousands of prospective and current students and their families each year. Analysts will need to be able to quickly interpret complex application and account information to guide families to the appropriate resources and solutions. Additionally, analysts serve a pivotal role in receiving, analyzing, and responding to incoming inquiries regarding student aid and accounts to identify patterns and trends to notify and/or refer emerging problems to supervisors as appropriate. Duke's financial aid program is one of the most generous in the nation, meeting 100% of a student's demonstrated financial need. Duke Financial Support is committed to recruiting and hiring team members who approach their work with empathy and compassion, and we see ourselves as matchmakers and not gatekeepers of financial aid. As a result, we value the ability to communicate effectively with students, parents, and colleagues as equally important to the accuracy of our aid offers. Student Financial Support Analysts report to the Sr. Associate Director for Student Services.
Work Performed
Advise students and their parents with clear and accessible language, helping them understand the aid application process, aid offer, and all available resources.
Address and triage all inbound communications: including the main office line, email/mail, and in-person visitors.
Handle the majority of applicant communication and interaction through the application and enrollment process.
Provide information regarding the aid calculation process and various types of aid offered within and outside of Duke (including scholarships, VA Benefits, tuition benefits, and outside scholarships).
Interpret University bills and costs for students and families.
Explain financial implications of student participation in Duke programs and opportunities (such as study abroad, summer school, insurance, and living off-campus).
Process financial aid applications.
Navigate PeopleSoft, Perceptive Content, and College Board software to retrieve and interpret financial aid data.
Review and request tax documents necessary for analysis Perform preliminary review of special and usual circumstance documentation.
Complete 3rd-party forms for scholarship organizations, loans applications, graduate school applications, non-Duke tuition benefits, etc.
Troubleshoot system issues and monitor policy implementation to provide feedback to the process and management team.
Plan and schedule work priorities in accordance with program goals, objectives and deadlines.
Serve as the triage coordinator for the counselor-on-call Function as the central international student point-of-contact Liaise with Undergraduate Admission.
Assist in the execution of international student aid orientation and mandatory international sessions.
Manage Concur expense reporting for travel and SEVIS fees, as well as SAP JV processes for student account billing.
Manage office logistics.
Clear corporate card transactions for staff.
Place vendor orders.
Coordinate calendar priorities and handle scheduling for the Associate Vice Provost and Director.
Support program areas and events.
Update PeopleSoft for budgetary and aid components required for awarding insurance and summer financial aid.
Participate in prospective and current student engagement events Assist with awarding endowment funds.
Maintain outside scholarship database.
Serve on communication and training committees.
Review student-facing communications and assist with communication drafts.
Co-plan and implement agenda for office retreats.
Onboard new analyst staff.
Update Analyst manual regularly and document changes to internal procedures and policies as well as updates to the aid application process.
Attend aid workshops and provide updates to leadership for meaningful improvements.
Train and supervise work-study students.
Required Qualifications at this Level
Education/Training
Work requires communication, mathematical, and analytical skills generally acquired through two years of postsecondary education.
Experience
Work generally requires three years of related experience of a progressively responsible nature to acquire demonstrated customer service, problem-solving, analytical, and communication skills necessary to provide effective account representative services. Such occupations may include account representative, customer service representative, loan offices, or similar occupations.
Skills
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
