Financial Aid Advisor

Financial Aid Advisor – American Public University System

The Financial Aid Advisor is responsible for providing phone-based financial aid support and counseling services to students attending American Public University System (APUS). This role functions in a call center environment and is focused on delivering a high level of customer service. Advisors will spend the majority of their workday engaged in inbound phone-based activities.

• Conduct inbound phone-based discussions, advising and educating students on various forms of Federal Student Aid
• Provide a high level of customer service, ensuring the student is packaged with funding to access courses and pursue degree completion
• Engage in problem solving and use basic math skills to review financial aid package information to ensure correct processing
• Seek opportunities to enhance the student experience and promote high-quality service
• Leverage financial aid and student databases to perform research while on calls to assist students and parents through the financial aid cycle in real time
• Meet daily duties within established Service Level Agreements and remain flexible to daily workflow based on staffing and business needs
• Consistently meet department quality and productivity metrics
• Collaborate with other University departments (Admissions, Advising & Student Support) as needed
• Maintain accurate knowledge of the University’s products and services
• Understand and adhere to laws, regulations, policies and procedures, and compliance requirements, staying current on industry standards
• Maintain eligibility to access the National Student Loan Data System (NSLDS) as defined by the US Department of Education
• Support and contribute to the organization’s commitment to diversity, equity, inclusion and belonging
• Perform other duties as assigned

• 1-2 years of demonstrated customer service experience
• Strong interpersonal, verbal and written communication skills
• Associate’s degree required
• Solutions-oriented attitude with demonstrated critical thinking and problem solving skills
• Excellent organization and time management skills with the ability to prioritize and manage multiple demands with minimal supervision
• High level of telephone etiquette and professionalism
• Basic math skills
• General proficiency with Microsoft Office products, including Word, Excel, Outlook & Teams

• Schedule will depend on the need at the time of hiring.

American Public University System (APUS) is an online university based in Charles Town, WV. Our company has over 100,000 students. Our emphasis is educating our nation’s military and public services communities with quality and affordable education. APUS provides partnership and commitment in helping students realize the dream of a higher education and the opportunities that brings.

It is the policy of American Public University System (APUS) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. APUS does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.

If you are a resident of a state with designated pay transparency requirements and this role is available remotely, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.