FAST Advisor

Description We are looking for a FAST Advisor to support students and learners with payment-related questions, financial aid guidance, and account resolution in a high-volume service environment. This contract position with permanent potential is ideal for someone who combines strong customer service skills with sound judgment, attention to detail, and the ability to handle sensitive information with care. The person in this role will help create a positive experience by resolving inquiries, coordinating with Financial Aid Advisors, and ensuring each interaction aligns with university policies and service standards.

Responsibilities:

• Respond to incoming calls and outreach efforts by identifying each learner's needs and guiding them toward appropriate next steps based on established policies and procedures.
• Explain payment methods, financing pathways, and related university guidelines so students can make informed decisions about their accounts.
• Partner with Financial Aid Advisors to support daily case activity, share updates, and help move learner issues toward resolution.
• Balance inbound service requests with outbound follow-up communication to manage queue demand and maintain timely support.
• Document interactions, update records accurately, and complete payment processing tasks in accordance with required procedures.
• Participate actively in a team-driven environment by contributing to discussions, coaching conversations, and continuous service improvement efforts.
• Monitor recurring learner concerns, collaborate with support teams to identify root causes, and escalate trends when needed.
• Support collection outreach initiatives by contacting current and former students regarding outstanding balances and encouraging appropriate action.
• Track individual performance against call volume and service goals while using available reporting tools to monitor results and share insights. Requirements
• Previous experience in customer service, call center operations, or a learner-facing support role.
• Ability to communicate clearly and professionally by phone and in writing while handling a high volume of inquiries.
• Working knowledge of Microsoft Outlook and Microsoft Excel, along with accurate typing and data entry skills.
• Comfortable using multi-line phone systems and managing several tasks efficiently throughout the workday.
• Strong problem-solving skills with the ability to assess situations, prioritize needs, and recommend practical solutions.
• Ability to handle confidential information responsibly and follow policy-based procedures with consistency.
• Capable of working independently and collaboratively in a fast-paced environment that requires adaptability and accountability.
• Familiarity with financial aid support, payment processes, or higher education service operations is preferred.

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