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Customer Service Financial

Las Vegas, NV
December 28, 2018

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Philsheena Bankston

**** * ****** ***** ***** #** Las Vegas, NV 89146

Phone: 708-***-****


●Higher education professional with over eight years of financial aid experience.

●Extensive knowledge of Title IV programs.

●Excellent verbal and written communicator with the ability to translate complex topics into understandable terms.

●Creative problem solver who looks for opportunities to improve processes or suggest new ideas.

●Highly effective organizer with a keen attention to detail.

●Exceptional mediation and conflict resolution skills.

●Proficient in the use of Banner, National Student Loan Database System (NSLDS), Common Origination & Disbursement (COD), ELM Resources, and Microsoft Office Suite.

●Knowledgeable of Family Educational and Privacy Act (FERPA) regulations and federal, state, and local employment law.


Bachelor of Science in Management May 2006

Northeastern Illinois University


Senior Specialist 2018

Financial Aid Office, College of Southern Nevada

●Advise students and families regarding financial aid programs offered by the federal, state, and local agencies

●Provide information and interpretation of the rules, regulations, and application procedures for financial aid programs. Review and process verification, c-codes, SAP appeals, awarding Title IV aid, professional judgment requests, and Return of Title IV (R2T4) calculations

●Conduct Financial Aid Presentations to current and prospective students and their parents

●Research and keep informed on all legislation and other information pertaining to student aid issues

●Serves as direct supervisor for designated staff. Provides training sessions on Title IV updates during quarterly staff training events

●Serves as liaison to academic advisors/counselors as designated

●Provides training sessions on Title IV updates during quarterly staff training events

●Serve on divisional or campus-wide committees

●Serves as committee member or representative on CSN task forces, work groups, or other committees as assigned

Financial Aid Adviser II 2013- 2018

Financial Aid Office, Northeastern Illinois University

●Responsible for review of student financial aid files.

●Evaluate applicant eligibility for federal, state and institutional financial assistance.

●Verify accuracy of information submitted by applicant for financial aid.

●Advise and counsel students regarding standards of academic progress (SAP).

●Package qualified financial aid applicants.

●Assist with the certification of student loan eligibility.

●Conduct workshops and presentations for students and organizations pertaining to financial aid.

●Directly supervised two student workers.

●Adhere to state, federal and campus regulations to a student's application for financial aid.

●Obtained necessary information from students and assist with the completion of complex financial aid forms.

●Communicate with applicants regarding the status of their financial aid package.

●Present at Freshman/Transfer Orientation.

Financial Aid Adviser I 2008-2013

Financial Aid Office, Northeastern Illinois University

●Interviewed applicants, parents, and other interested persons regarding need for and participation in student financial aid programs to assist in determining eligibility of applicants for available financial aid.

●Interpreted and explain federal grants, loans, and scholarships.

●Analyzed procedures and criteria for qualification of applicants.

●Assisted in maintaining personal history files and accounts by imaging and indexing all incoming documentation

●Supervised work-study students.

●Consistently provided excellent customer service to students, faculty, and staff in person, over the phone and/or through email communication.

Mail Processing Clerk 2007-2008

United States Postal Service

●Sorted and organized mail for future delivery.

●Bundled, labeled, and routed sorted mail to designated areas depending on destinations and according to established procedures and deadlines.

●Operated computer scanning equipment.

●Assisted customers at teller windows.

●Checked items to ensure that addresses are legible and correct.

●Placed mail onto conveyors for culling and sorting.

●Weighed parcels to determine postage.

Customer Service Representative 2007

Venturi Staffing Partners/Regional Transit Authority

●Handled all incoming calls received at the RTA Travel Information Center in a timely and professional manner.

●Personally assisted 135-200 incoming callers per shift.

●Provided customers with Chicago Transit Authority (CTA), Pace, and Metra travel information, travel itineraries, and scheduling information.

●Accessed the TRIPS database system to obtain information for customers.

●Maintained good and effective communication with customers.


Northeastern Illinois University

●NEIU Undocumented Student Ally

●Fundamentals of Federal Student Aid, U.S. Department of Education

●Safe Zone LGBTQ Ally

●Search and Screen Committees:

o Financial Aid Coordinator - 2014


●Member, Midwest Association of Student Financial Aid Administrators – MASFAA (2008-2018)

●Member, Illinois Association of Student Financial Aid (2013-2018)

●Member, Western Association of Student Financial Administrations [WAFSA, (2018- to present)]

Member, National Association of Student Financial Aid Administrators (NASFAA, 2008- to present)

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