The School Certifying Official (SCO) is responsible for advising and assisting students to navigate the use of their Veteran Education Benefits (VEB), certifying student enrollment statuses to the Department of Veterans Affairs, and liaising with students, other University teams, and the Veteran’s Affairs. SCOs provide exceptional customer service and quality responses to eligible veterans, civilians, military students, and family members applying for and receiving VEB. Duties are performed with an emphasis on accuracy, timeliness, customer service, compliance with federal and state regulatory agencies, and adherence to University policies and procedures. Interpret, explain, and analyze VA regulatory changes and evaluate and monitor student eligibility for benefits processing associated with this designation. Serves as a student’s key point of contact regarding VA benefits, providing in-depth, quality service to students from the time they enter the first course until they graduate. The majority of the day focuses on certifying student enrollments and communicating with students via the phone, email, text messaging, and chat providing support while working with students to resolve complaints, troubleshoot issues, and assist students in overcoming challenges that could hinder progress to graduation.
Essential Functions:
- Evaluate the requirements for the University’s receipt of a student’s military benefit(s) by: analyzing and monitoring the student’s enrollment, financial account, other financial aid, and academic records; and interpreting and explaining while staying abreast of the changing regulatory environment that may impact the University’s policies and procedures for receiving and processing of military benefits.
- Process veteran’s affairs (VA) enrollment certifications for eligible students by coordinating with applicable University departments (Registrar, Financial Aid, Student Accounts) and ensuring all benefits and related documentation including certification forms and status change forms are processed timely and accurately.
- Interview students/veterans, coordinate benefits delivery with central/regional VA processing office, process advance payments requests as appropriate, update the system (Peoplesoft), reconcile with VA certification records, research history of benefits received, review enrollment reports, and update student accounts, as required.
- Coordinate timely filing of all VA documentation ensuring all paper and computer records are adequately safeguarded and properly retained.
- Assist in the development and revision of office policies and procedures, as necessary.
- Reconcile all incoming payments and prepare deposits for the University Cashier.
- Attend the necessary Military meetings/workshops, and webinars that impact students benefits and success as well as the University’s compliance.
- Troubleshoot student issues and assist leaders in working with the military funding sources to investigate and resolve student complaints.
- Disseminate Shopping Sheets to prospective students and proactively communicate to continuing students regarding regulatory changes that impact a student’s eligibility for military benefits.
- Ensure quality improvements in all aspects of office policies and procedures as well as the regulations for delivering benefits to students.
- Reasonable and consistent attendance to fulfill requirements of the position.
- Other duties as assigned.
Supervisory Responsibilities: N/A
Requirements:
Education & Experience:
- Bachelor’s degree preferred.
- An Associate’s degree from an accredited college or university and/or its equivalent in work experience will be considered.
- Minimum of two (2) years of related experience as an SCO, VEB specialist, financial aid specialist, or student facing position at an accredited college or University, or equivalent, is preferred.
- Experience with VA Once preferred.
- Experience in higher education preferred.
- Experience working in a technology-driven enterprise preferred.
- All skills, abilities and education will be considered for minimum qualifications.
Competencies/Technical/Functional Skills:
- Knowledge of Veteran Education Benefits and other financial aid programs, e.g., Federal Student Aid (FSA), Tuition Assistance (TA), and private education loan, etc.
- Knowledge of certifying the enrollment status of students utilizing their VEBs.
- Knowledge of VA Once.
- Knowledge of academic and business practices in an online environment.
- Knowledge of University policies and procedures.
- Skill in using Microsoft Office products; especially MS Outlook, Excel, and Word.
- Skill in supporting a collaborative work environment to ensure the best results for the team and University.
- Skill in using effective communications, listening sensitively, and adapting communication style to the audience, especially during escalated situations.
- Skill in being perceptive and decisive with the ability to perceive the situation and impact of responses and decisions to make well‐informed, effective, and timely decisions; even when data is limited, or solutions produce unpleasant consequences.
- Skill in de-escalating students as well as mitigating and resolving student complaints.
- Excellent customer service; especially with oral and written communications.
- Skill in operating equipment, such as computer, fax, scanner/copier, and texting/phone systems.
- Skill in utilizing technology, including the ability to navigate web sites, perform word processing, create spreadsheets, send e-mail, and electronic messages.
- Ability to recognize when to reach out to leadership, directly or indirectly, to ask for help and/or seek guidance when needed and as appropriate.
- Ability to comprehend difficult student situations and complex regulatory information in accordance with University policies and procedures and VA regulations, respectively, and communicate in terms the respective audiences understand.
- Ability to travel to conferences, as necessary.
- Ability to use and facilitate online communications using email and /or other technology-based communication media.
- Ability to problem-solve and resolve student complaints.
- Ability to maintain confidentiality.
- Ability to provide VEB services to students in a physical campus and/or on-line environment.
- Ability to prepare letters, reports, and business correspondence in a professional manner.
- Ability to collaborate with other enrollment management and financial aid teams regarding other financial aid programs and options, i.e., Federal Student Aid loans and grants, private education loans, internal and external scholarship opportunities, etc.
Location: Remote
Travel: Some travel may be required for attendance at the appropriate VA training conferences.
ompensation Range:Hourly: $17.70 – $23.00
National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.