Operations Specialist

Unit: Office of Strategic Enrollment Management and Student Success

Department: Student Financial Services

The Office of Financial Aid and Scholarships in the Division of Strategic Enrollment Management and Student Success is recruiting for an Operations Specialist to support student enrollment, retention, and success orting to the Assistant Director of Operations, the Operations Specialist performs activities related to the effective operations of VCU financial aid programs. If you are looking for a change in job or career path, this position may be the right one for you!

We provide training to all new employees, so no experience is required. This position is a hybrid position where remote work is optional up to 40% of the week.

• Complete verification review and processing steps, review and respond to students experiencing extenuating circumstances impacting aid needs, adjust awards based on changes in Student Aid Index.
• Troubleshoot inquiries with third‑party verification servicer.
• Respond timely to counselor requests for pending items such as updating student award packages and verification material.
• Completes related reports on a daily, weekly, or as‑needed basis including:
  Subsequent ISIR, Residency Mismatch, Level Mismatch, C-Flag, Disbursement Error, Counselor Request Form, Refund Exception, Overaward, Unusual Enrollment History, Housing Error, Pell History, Loan History, Loan Extract and Reject Error Logs or Private Loan Error Logs.
• Keep financial management system (Banner) updated with accurate document requirements to reflect current status after processing forms.
• Communicate with students via email regarding document deficiency or loan status.
• Review applications and request forms for completeness and accuracy.
• Track incomplete forms and communicate with students and staff to resolve issues.
• Assist with awarding of financial aid packages for the fall, spring, and summer semesters.
• Originates federal Direct Loans, including PLUS loans.
• Certifies private alternative loans and communicate with lenders to resolve issues.
• Correspond with external stakeholders and lenders in a concise and professional manner.
• Handle sensitive and confidential information with discretion.
• Monitor accounts for over‑awards or overlapping loan periods and complete related outreach.
• Identify students who can be offered a prorated loan for final term of study.
• Ensure loans are correctly posted in the financial management system (Banner) under the correct SAY code, BBAY code, budget group, and packaging group.
• Remain current on collaborative dashboards for PLUS loan or private loans and actively update the account with a comment.
• Participate in the annual Agency Risk Management and Internal Control Standards evaluation process.
• Collaborate with spot‑checking and testing in Banner during new year setup.

• Listen to and anticipate staff and student needs.
• Respond to inquiries from colleagues accurately and in a timely manner.
• Maintain a solutions‑driven outlook to resolve an inquiry, knowing it impacts a student’s enrollment, retention, and success.
• Work with other departments or areas outside of Student Financial Services as needed to support the financial aid operational needs of the University.

• Independently plan, organize, and prioritize work to meet scheduled deadlines.
• Inform supervisor when assigned reports are complete.
• Ensure accuracy and timely processing of all applications and student requests.
• Manage documents in the Image Now workflow queue.

• Serve on department committees (e.g., Satisfactory Academic Progress, Professional Judgment) and work groups as necessary.
• Maintain up‑to‑date knowledge of federal, state, and institutional regulations and policies. Supplement formal office training by seeking information independently.
• Attend NASFAA, VASFAA, or Department of Education trainings as assigned, in addition to staff trainings.
• Process special projects and reports including:
  Secondary citizenship checks with DHS, Emergency relief fund applications, Study abroad/consortium agreements, Co‑op processing, and Computer…