Financial Aid Quality Assurance
Resume:
Angeline Bertoch
Layton, UT *****
************@*****.***
Professional Summary
Dynamic financial aid professional with extensive experience at Western Governors University, excelling in financial aid awarding and quality assurance. Skilled in compliance and documentation management, I effectively managed multi-million-dollar funds while enhancing student support through exceptional customer service and knowledge sharing. Proven ability to drive accurate award adjustments and resolve eligibility issues.
Work Experience
FA Specialist II Oct 2024 Oct 2025
Western Governors University Murray, UT
Collaborated with all departments within Financial Aid and Admissions to ensure a seamless awarding process for both new and returning students.
Submitted IT tickets to address system issues and worked collaboratively to implement necessary corrective actions.
Partnered with the IT department to generate reports identifying issues, enabling accurate student award adjustments and verification.
Managed the $12 million FSEOG fund, overseeing its proper allocation and disbursement.
Directed the preparation and review of 20 different reports to support ongoing processes and decision making.
Revised student awards upon change in eligibility.
QA Specialist II Oct 2013 Oct 2024
Western Governors University Murray, UT
Randomly selected students for review to ensure accurate awarding by processors.
Reviewed students identified by the system for quality assurance and accuracy.
Provided feedback and training opportunities for processors.
Revised student awards upon change in eligibility.
Collaborated with IT department to generate reports identifying issues, enabling accurate student award adjustments and verification.
Managed $6-$12 million FSEOG fund, overseeing its proper allocation and disbursement.
Directed the preparation and review of 14 different reports to support ongoing processes and decision making.
FA Specialist I Sep 2010 Oct 2013
Western Governors University Murray, UT
Reviewed student accounts for eligibility and resolved any outstanding balances.
Awarded students their eligible financial aid.
Revised student awards upon change in eligibility.
Managed all the private loan processes.
Addressed and corrected any disbursements errors.
Responded to student inquiries and concerns regarding eligibility and award letters.
Oversaw all default and discharge C-FLAG statuses.
FA Counselor Apr 2009 Sep 2010
Western Governors University Murray, UT
Responded to student inquiries via phone and email regarding their financial aid eligibility and awarded amounts.
Completed Aggregate Loan Calculations.
Reviewed and made decisions on Satisfactory Academic Progress (SAP) appeals.
Collaborated with external awarding agencies to resolve issues impacting on student awards.
Education
High School Diploma Jun 1991
Bingham High School South Jordan, UT
Skills
Financial Aid Student Counseling
Financial Aid QA
Financial Aid Awarding
Department of Education Compliance
Excellent customer service
Computer Proficient in Word, Excel, and Outlook
Microsoft experienced
Proficient in Banner
Documentation management
Knowledge sharing
Other Qualifications
20+ years of Customer Service experience, 20+ years of Data Entry experience, 10 years of Inbound/Outbound call center experience, 5 years of Mortgage loan document verification experience, 4 years of Auto loan document verification experience. 2 years of Auto loan and Credit Card collection experience
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