Financial Services Assistant

Western Governors University; Millcreek (UT); On-site; USD 26,000 - 39,000; Full time

Benefits offered by this job

Life insurance

Flexible benefit account

Parental leave

Paid time off

Paid holidays

Sick time

Job summary

Western Governors University seeks a Financial Services Assistant to provide first-line support to students on Financial Aid and Student Accounts. You will deliver clear, empathetic communication and collaborate with enrollment staff to meet institutional goals.

The role requires strong customer service, documentation in CRM, and knowledge of billing and aid policies. WGU offers comprehensive benefits and a 40-hour work week in Salt Lake City, UT.

Qualifications

• High School Diploma or GED required.
• Experience in customer service or call center preferred.
• Ability to work in a fast-paced environment and adapt to change.

Responsibilities

• Act as the primary contact for student inquiries about funding options, tuition payment plans, and scheduled payments.
• Resolve inquiries promptly and document interactions in the CRM system.
• Support Federal Financial Aid, billing, and payments questions with clarity and empathy.
• Explain missing requirements and Federal Guidelines to students.
• Understand university billing cycles and processes.

Skills

Customer service

Office software

Communication

Teamwork

Adaptable

Education

High School Diploma or GED

Tools

Salesforce

Banner

OnBase

NSLDS

COD

Job description

life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time

United States, Utah, Salt Lake City

Oct 05, 2026

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Services 205Pay Range: $19.37 - $28.07

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Services 205Pay Range: $19.37 - $28.07

Job Description

The Financial Services Assistant serves as the initial point of contact for students, providing essential guidance and support related to Financial Aid and Student Accounts inquiries. This role is dedicated to delivering clear, professional, and empathetic communication to foster a positive student experience. The Financial Services Assistant also collaborates with enrollment representatives, mentors, and other staff to effectively support student needs and institutional goals.

Responsibilities

Primary Responsibilities

• Act as the primary contact for student inquiries by responding to inbound calls and emails with a focus on resolving questions related to funding options, tuition payment plans, and scheduled payments . Contribute to WGU's retention and graduation goals by ensuring students receive timely , accurate information and support throughout their education journey .
• Resolve student inquiries promptly, aiming to provide a comprehensive solution within the first interaction. Access and apply resources such as the Knowledge Base, Student Handbook, and internal systems to effectively address student needs. Document all student interactions and issues accurately in the Customer Relationship Management (CRM) system, following escalation procedures as needed .
• Identify and escalation priority issues to the appropriate resources as defined by business practices.
• Respond to standard or broad questions regarding Federal Financial Aid, billing, payments.
• Communicate and explain frequently seen missing requirements to the student and ensure they have the information needed to complete that requirement.
• Understand and explain Federal Guidelines and Regulations to students
• Possess knowledge of the award policies and procedures and how they impact the student.
• Understand the University's billing cycles and financial processes.
• Research student records and provide detailed information regarding tuition and fees, payment plans, and other financial information.
• Comply with University, State and Federal Regulations and procedures
• Performs related duties as assigned , supporting the evolving needs of the financial services department .

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities . This document's contents or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

• Strong customer service background
• Proficient in use of most types of office software (word, outlook, etc.).
• Ability to work in a fast-paced environment and be adaptable to change.
• Attention to detail, accuracy, and completeness.
• Ability to work as a contributing member in a team environment.
• Some evening hours may be required .
• Must be comfortable working with others over the telephone, have a clear speaking voice and a personable demeanor .
• Perform daily responsibilities in a professional, friendly, and efficient manner.
• Must be self-motivated, and willing to seek out new challenges and information.
• Must be able to spend most of each workday logged into the phone system and available to take calls from staff and students.
• Able to work closely as a team, communicating concerns and bringing resolution to issues.
• Must possess excellent written and verbal communication skills.
• Must be able to travel as needed to in-person events and conferences .

Education

• High School Diploma or GED required.

Experience

• I n good standing with the U.S. Department of Education , with no student loans in default.

Preferred Qualifications

• Experience with Salesforce, Banner, OnBase, NSLDS, COD.
• Prior work in a contact or call-center or Similar experience.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations

Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.