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Student Fees Advisor

Employer
Undisclosed Company
Location
Buckinghamshire, Milton Keynes
Salary
£19000 - £21000 per annum
Closing date
27 Jun 2019

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  • Main responsibilities

  • To assess and process all applications for financial support and perform all other required administrational duties to enable the registration and set up of the appropriate method of payment for the student
  • Checks applicants meet the eligibility criteria for various types of Financial Support, advising where necessary. Also ensuring those studying remain eligible through areas such as, but not limited to, residency changes.
  • Verifies evidence applicants provide to support their applications for Financial Support.
  • Carries out means tests on applications to determine the level of support an applicant will be entitled to.
  • Requests additional information and provides clarification of the information needed by letter, email, telephone, or in person (where required).
  • Makes decisions to award or decline financial support and records the decision on the relevant database.
  • Identifies complex or unusual applications and refers these to appropriate area for assessment and decisions.
  • Continually monitor study intensity to ensure appropriate financial support is in place
  • Adhere to all SLA requirements for telephony and administrational work, including but not limited to responding to emails and service requests ensuring the delivery of an exceptional service to students
  • To investigate complaints and appeals where appropriate or on behalf of your line manager, correctly applying policy to any recommendations made
  • Pro-actively contact students to ensure all required information has been receive

  • To answer enquiries from and provide advice to students, other departments of the University and external organisations by telephone, letter and email
  • Answers enquiries and gives advice on a wide range of student financial support matters for which a detailed, comprehensive and up to date knowledge of systems and University academic and administrative policies and regulations is required.
  • Use various computer systems and web based information systems to determine current student status and information required to advise enquirer/students appropriately.
  • Responds to queries from students or organisations over the phone, email and letter and maintains an accurate record of contact on the University's customer relationship management database.
  • Seeks advice, if necessary, on students' or organisations' behalf from other University departments to enable a full response to be made to the enquirer.
  • Contacting Student Loans Company to discuss student records
  • Contacting students regarding the status of their loan.
  • Contacting Local Education Authority and other external organisations within the remit of BIS regulations
  • Build and maintain relationships with internal and external customers
  • Maintains process and policy knowledge to ensure these are accurately reflected as well as contributing to their update when gaps are identified or changes made to process or procedure

  • To maintain students' personal details, grant, module and award records on the computer database
  • Amends student's record for a wide range of database transactions such as:
  • Change of name and address (which requires verification of legal documents)
  • Link modules to financial support
  • Inputs or takes down student characteristic markers as appropriate
  • Undertakes other fee account adjustment activities as necessary.
  • Submitting requests to the Student Loans Company to inform them of a student's change of circumstances.
  • Ensuring all legal documents, such as Visas, are up to date
  • Update the relevant database to accurately reflect student awards
  • Update the relevant database to show outstanding information

  • Maintain confidentiality and comply with all Data Protection Act requirements
  • Ensure your PC remains locked when away from your desk
  • Ensure you comply with the clear desk policy
  • Ensure all personal or sensitive information that you deal with via the phone, incoming post, email or any other form of communication is kept secure

  • To assist in the development of good internal team working relationships and in the achievement of internal Centre quality standards
  • Attends and actively participates in info shares
  • Shows initiative in helping all teams to run smoothly and to work effectively and efficiently
  • Demonstrates an understanding of the University's Equal Opportunities Policy and applies appropriately
  • ontributes to business process changes, making recommendations for changes that bring about more effective working practices/improved customer service
  • Contributes to the development of and the achievement of internal Centre quality standards, including the Investors in People and Matrix Information, advice and guidance standards.
  • Provide cover as required during periods of annual leave and absence

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