Customer Service Financial

Yolanda L. Johnson

*** ****** *****, **********, ** 29118 Cell: 803-***-****

Executive Summary

Dedicated Financial Aid officer with 12 years of experience delivering service to prospective students and parents. Well-versed in working with student information systems, Datatel, Jenzabar, PowerFaids, Edconnect, OpenNet, ELM, CampusVue, and Student Financial Planning Tool and KRONOS. Extensive experience working with and technical knowledge of financial aid programs, self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains a positive attitude and works hard to build team relationships.

Core Qualifications

Documentation and reporting Knowledge of Title IV regulations

Packaging student aid awards Problem resolution

Customer Care Supervision and training

Cultural sensitivity Concentration in Human Resource

Calm under pressure Knowledge of A133-Audit

Entrance/Exit Counseling Payroll

Verification Completing/verifying I-9’s

SAP Appeals

Professional Experience

Financial Aid Counselor

May 2017-present

Columbia College

Responsible for assisting students and parents with financial aid process

Preparing files and data for the awarding process

Supervising student workers

Managing the office flow

Auditing files

Reviewing/Calculating refunds

Originating/Disbursing loans and pell

Financial Aid Coordinator

July 2016-May 2017

Technical College of the LowCountry

Reporting to the Director of Financial Aid, administer the day-to-day front office operations including assisting with staff, counseling students, awarding financial aid and ensuring excellent customer service standards are being met.

Ensure compliance standards of all federal, state, and private financial aid programs are being met and all institutional policies and procedures are followed and applied

Responsible for completing all Satisfactory Academic Progress Appeals

Professional Judgements and Dependency Overrides

Responsible for All Verification

Responsible for South Carolina Need Based Grant

Responsible for updating the website for Financial Aid

Responsible for processing loans

Responsible for the Life Scholarship Program

Responsible for Lottery Tuition Assistance

Responsible for B3

Loading FAFSA Records

Review reports for accuracy

Create correction files

Staff Training

Checking Grade Changes

Assisting the Financial Aid Director in his/her absence with daily operations of the office

Importing ISIRS, email correspondence, etc.

Financial Aid Officer

March 2016- July 2016

South University Columbia Campus, Columbia, SC

Assure that the South University philosophy: quality services to clients; development, growth, involvement and recognition of employees; sound economic principles; and an environment which is conducive to innovation, positive thinking and expansion is considered in carrying out the duties and responsibilities of this position

Work cohesively with ADA’s or Admissions Coordinators in order to facilitate outstanding service to prospective students and their parents

Maintain 100% Planning Load. Create Plans and explain the Plan and the student’s/parent’s rights and responsibilities for each aid source. Negotiate Payment Plans.

Able to develop Student Financial Plans in concert with South University procedures and knowledge of Federal regulations

Assist students/parents with the completion of the FAFSA. Enter the FAFSA electronically and review the resulting ISIR

Assign the appropriate budget to a student and package the student; Ensure that aid is paid to students’ accounts in a timely manner; Responsible for complete and accurate files and paperwork; Certify loan applications; Complete Basic Verification/QA and C-Code requirements; Utilize reports as appropriate to job duties; Strong Customer Service

Assist with or perform special projects as assigned.

Financial Aid Administrator/Federal Work Study Coordinator (Student Employment Services)/Life Scholarship Coordinator

March 2013 – March 2016

Orangeburg-Calhoun Technical College- Orangeburg, SC

Develop, negotiate, and finalize student financial plans consistent with financial planning policies and procedures with Federal/State regulations for awarding aid

Work closely with new, continuing, and re-entry students and their parents to ensure the plan to best meet their needs

Manage Federal Work Study/new hires

Life Scholarship Program

Financial Aid Administrator/Federal Work Study Coordinator

December 2009 to March 2013

Claflin University – Orangeburg, SC

Provided timely accurate financial aid information to student questions and requests

Advised and counseled full and part-time undergraduate and graduate students/parents on the availability financial aid, the delivery process for receiving it, and the reconciliation processes required to insure that financial aid funds are transferred to student account

Answered questions and resolved problems for students regarding financial aid and student accounts

Guided students regarding financial aid eligibility, financial aid application procedures, and college costs

Counseled students and parents in the financial aid application process and college costs

Participated in admissions open houses and financial aid information sessions on and off campus

Work-study program-new hires

Reviewing/Calculating refunds

Default Prevention Manager

July 2007 to December 2009

Claflin University – Orangeburg, SC

Revised the default prevention plan to recognize new technology and practices for early prevention of delinquency and default

Monitored and managed the colleges compliance with the plan to assure lowest possible default rates

Identified colleges populations with default rate challenges and provides appropriate training and solutions

Provided counseling and loan information to student and parent borrowers consistent with federal (Stafford and Direct) and alternative loan requirements

Worked with student loan lenders and servicers and default prevention servicers to assure accuracy of data and consistency of follow-up so to accurately predict future rates, identify trends and allocate resources

Proactively educated students about their loans and how system works for early prevention of delinquency

Collections on Perkins Loans

Administrative Assistant Nov 2005- July 2007

Claflin University, Orangeburg, South Carolina

Performs the duties of customer service personnel and greet visitors, receives calls, and control traffic flow

Receives, opens, sorts, and distributes mail daily

Maintain general office files

Assist with organizing files for new academic year

Insure that an adequate inventory of office supplies are on hand at all times

Complete GRE and other fee waivers for students (within 3 days of receipt of request)

Coordinate all activities of the Federal Work-Study Program

Keep appointment calendar for the Director of Financial Aid, arrange meetings to include preparing the agenda and taking minutes

Perform all other duties as assigned for successful operation and management of the Office of Student Financial

Assistant Customer Service Manager Sept-1991-Aug 2005

Winn-Dixie Inc. Orangeburg, South Carolina

Supervises the general office

Supervises the accounting practices of the employment site

Monitor all financial transactions of the employment site

Supervised, managed, trained, hire courtesy clerks, cashiers, and office clerks

Coordinates the delivery of consumers products

Maintain and implement cleanliness procedures for the upkeep of the employment site

Monitors and reviews product items for sale viability

Review the current market price value of sales items

Serves as liaison with consumers to ensure continuous quality improvement

Reconciling bank statements

Perform other administrator duties

Front Desk May 2004-July 2007

Holiday Inn Express

Meet the needs of all guests

Answering phones

Booking reservations

Greeting guest upon entry of the hotel

Checking in and checking out guest

Providing exceptional customer service to all guests to ensure customer satisfaction

Front Desk June 1998-July 2000

Days Inn Hotel 601 Orangeburg, South Carolina

Greet hotel guest with exceptional customer service

Handle phones and place hotel guest reservations

Prepares group check-ins, check-outs

Process customer payments according to established policies and procedures

Handles minor and major guest complaints, resolving conflicts to the satisfaction of the customer

Work independently on shifts

Night Auditor May-1996-November 1996

Days Inn 301 Hotel Orangeburg, South Carolina

Run the night audit process through the system of the hotel

Provide efficient and friendly check in and check out service

Complete the registration process by inputting and retrieving information

Confirming pertinent information to guests reservation

Handle cash, and balance an assigned house bank

Accept and record vouchers

Ensure guest stay was enjoyable

JCPenney’s May 1987-September 1991

Outstanding customer service

Greeting the customer

Interact with customers while they consider purchases of clothing and accessories

Help increase store sales

Handle financial transactions at cash register

Help take inventory

Set up displays and stock clothing racks or shelves

ABILITIES

Proficient in Microsoft Word, Excel, Publisher, PowerPoint, Adding Machine, Computers, Typewriter and Filing, PowerFaids, EDExpress, Jenzabar, Datatel Ellucian, CampusVue, Student Financial Planning

Tool

EXTRA-CURRICULAR ACTIVITIES

Williams Chapel AME Church – Data Entry Coordinator and part of counting team for internal control for the Stewardship and Finance Committee, Treasurer-Endowment Committee, Quarterly Conference Secretary, Church Conference-Secretary and Treasurer- Orangeburg-Wilkinson High School Class of 1987 Class Reunion Committee

INTEREST

Traveling and communicating with others.

Education

Master of Business Administration-concentration in Human Resource Management: Business Administration, 2009

Claflin University – Orangeburg, SC

Bachelor of Science: Organizational Management, 2004

Claflin University – Orangeburg, SC

Diploma: Automated Office, 1998

Orangeburg-Calhoun Technical College – Orangeburg, SC

Affiliations

South Carolina Associations of Student Financial Aid Administrators, Member

The Orangeburg Alumnae Chapter of Delta Sigma Theta Sorority Inc.

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