Summary
Overview
Work History
Education
Skills
References
Timeline

Dana Glover

Administration
St. Louis,MO

Summary

Responsive professional seeking to acquire a position that will enhance my leadership skills that offers professional challenges, utilizing interpersonal skills. Excellent time management and problem-solving skills. while making a positive contribution.Detail-oriented team player with strong organizational skills. Ability to handle multiple project simultaneously with a high degree of accuracy; while implementing and fostering a motivational and collaborative work environment. Possesses the practical skills to manage a team, work cross departmentally, providing expertise in financial aid regulations and guidelines. Superior ability to analyze, interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Overview

19
19
years of professional experience

Work History

Student Financial Service Center Manager

Washington University
Saint Louis, MO
03.2019 - 03.2022
  • Provided direct daily management and oversight of the Student Financial Services Service Center
  • This included supervising two direct reports and ensuring the delivery of premier financial aid related customer service to prospective and current students and their families
  • Provided a positive environment where communication, active exchange of ideas and timely feedback was promoted
  • Assisted with communication tasks for (Student Financial Services) SFS, working in conjunction with Admissions & Aid Marketing and Communications
  • Directed operations of the Student Financial Service Center, ensuring the needs of current and prospective students was meet in a timely manner
  • Provided direction and leadership to service center representatives focused on delivering exceptional service with the primary functions performed as follows:
  • Assisted the Associate Director in the development and execution of strategies to expand the Service Center’s support of the counseling function
  • Served as primary Service Center contact with SFS Counseling team, including representing the Service Center in Counseling Team meetings and other departmental meetings
  • Served as main SFS liaison with Admissions & Aid Visit Experience team, Student Accounting, Telephone Services, and other departments as necessary
  • Coordinated Service Center volume reporting – payments, visits, call, appointments, etc
  • Maintained Service Center phone messaging
  • Ensured compliance with and implementation of SFS policies and procedures
  • Developed and documented standardized processes and procedures to monitor the quality of email replies, phone calls, and in-person interactions
  • Provided training of new and existing service reps
  • Provided professional development
  • Conducted annual performance reviews appointments, etc
  • Maintained Service Center phone messaging
  • Ensured compliance with and implementation of SFS policies and procedures
  • Developed and documented standardized processes and procedures to monitor the quality of email replies, phone calls, and in-person interactions.

Financial Aid Director

Vatterott College, Extreme Institute
Saint Louis, MO
01.2013 - 12.2018
  • Berkeley, L’ecole Culinary, and, )
  • Directed operations of the Student Financial Aid Department, ensuring the establishment and implementation of processes to properly process (Free Application for Federal Student Aid) FAFSA
  • Supervised the staff ensuring daily customer services needs were met with the current and prospective students and their families
  • Reviewed special circumstance documentation to determine if the student is eligible for State and Federal funding
  • Supervised over 20 personnel in maintaining and running three financial aid offices for three of our campuses
  • Analyzed compliance reports to ensure policies and procedures with FAFSA were in compliance for student money distribution
  • Implementing and following the Federal Regulations on (Information for Financial Aid Professionals) IFAP
  • Ensured timely disbursements of federal funds to students according to Federal, State, accreditation, and institutional regulations
  • Reconciled various financial aid reports including but not limited to: Title IV funds, state grants, and corporate programs
  • Review claims cases to assure all issues have been addressed, applies, and interprets VA laws, including veterans' case law, existing statutes and procedures, precedent rulings, and state law in the adjudication process
  • Make determinations as to the eligibility for the type of benefit sought to include questions relating to adequacy of military service, medical evidence, and the evaluation of evidence of income, employability, dependence, and relationship
  • Determined Federal Eligibility by looking student information up on (National Student Loan Data Base) NSLDS and Common Origination and Disbursement) COD
  • Provide services that did not discriminate on the basis of race, gender, ethnicity, sexual orientation, religion, disability, age or economic status
  • Assure the confidentiality of student records and personal circumstances
  • Communicated between departments the sense of urgency to have student contact financial aid when additional information was needed, not disclosing the need but the urgency
  • Administer refunds, repayments, and return of Title IV aid for all withdrawing federal aid recipients
  • Assist veterans with applying for VA Benefits
  • Assist with Default Prevention and assisted students with Consolidation and Loan Rehabilitation
  • Ensured that all students receiving financial aid was maintaining satisfactory progress in accordance with the written federal and institutional requirements
  • Served as key person to provide our corporate team with data collection for audits
  • Set expectations, give work direction and evaluate the performance of financial aid staff
  • Completed annual reviews.

Financial Aid Director

Sunset Hills and Online Campuses
10.2013 - 09.2015
  • Managed team in delivering exceptional customer service to prospective and current students regarding financial aid, billing, entrance and exit counseling, and other needs
  • Maintained up to date records on federal, state, accreditation, and corporate regulations/guidelines related to student finance and processing
  • Provided training, professional development, and annual reporting for direct reports and new employees on financial aid guidelines, processes, and customer service standards
  • Ensure that staff receives adequate and on-going training to maintain up-to-date financial aid and other student services
  • Provide submit packaging reports weekly to show progress of student completing the financial aid process within 72 hours of enrollment
  • Submit any required documents requested for audits internal and external
  • Ensured that adequate documentation and records was kept for all students receiving financial aid
  • Monitored past due to ensure financial aid was paid in a timely manner, reconciling any discrepancies
  • Communicated effectively between departments in making sure students received ultimate customer service
  • Established office procedures in accordance with federal aid guidelines
  • Enforced regulatory guidelines, and current operational directives and policies
  • Hears and resolves conflicts in correspondence
  • Identifies and complete training needs
  • Conducts interviews to include evaluations, making recommendations, appointments, eligibility, or reassignments
  • Provide insight when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated
  • Interpret and applies effective Veterans Administration rulings and regulation relationships as well as accomplishing correspondence in accordance with applicable state and federal policies, agreement, precedent laws, directives, statutes, and regulations
  • Direct, communicate, and interact with Veterans and their representatives to facilitate timely, accurate claims processing to higher level decision maker

Financial Aid Coordinator

Vatterott College
Saint Louis, MO
01.2013 - 10.2013
  • Packaged, processed, and tracked financial aid packets while maintaining cross-departmental communication and coordinating interviews for prospective students
  • Met with prospective students and their parents, assisting with the completion of (Master Promissory Note) MPN Federal Direct Loan application and Federal Direct Entrance/Exit Counseling submitted through the Department of Education/Direct Loan website
  • Managed student relationships regarding financial aid needs by efficiently providing solutions, resources, or responses to loan rehabilitation and consolidation concerns in timely manner
  • Cultivated processes and procedures to streamline all forms of in-person and digital communication with students and families
  • Assist student/parents with completing verification as needed if selected by the Department of Education to ensure financial aid would be processed
  • Established department goals and objectives, bridging the gaps between departments
  • Conducted professional and personal development and training for personnel.

Senior Financial Aid Representative

Missouri College
Saint Louis, MO
12.2002 - 09.2011
  • Provided students and families with exceptional customer service to ensure that each prospective student completed the financial aid process accurately
  • Consistently provided students with assistance in completing financial aid process including entrance and exit counseling, Free Application for Student Aid and Master Promissory Note
  • Implemented processes and systems to accurately inform students and families on the proper information to gather during application process
  • Review policies and procedures to ensure that Missouri College followed Federal and State Financial Aid guidelines
  • Regularly attend state and regional seminars and training to provide financial aid updates
  • Assist with Default Prevention.

Education

Diploma - undefined

Missouri College, Normandy High School
December 1998

Highschool Diploma - Administration Assistant

May 1992

Skills

  • Impeccable documentation proficiency
  • Outstanding interpersonal skills
  • Excellent organization
  • Microsoft Office Suite proficient
  • Prolific problem solver
  • Exceptional Team Leader
  • Analytical thinker
  • Skilled Training & Development
  • Superb customer service
  • Strategic Planner
  • Adept in coaching and counseling
  • Effective Time Manager
  • HR Policies & Procedures
  • Compliant with city, state, federal Guideline, regulations, and laws
  • Client Information Database Systems
  • Data Entry
  • Administrative Support
  • Records Management
  • Compliance Requirements
  • Database Administration

References

REFERENCE UPON REQUEST

Timeline

Student Financial Service Center Manager - Washington University
03.2019 - 03.2022
Financial Aid Director - Sunset Hills and Online Campuses
10.2013 - 09.2015
Financial Aid Director - Vatterott College, Extreme Institute
01.2013 - 12.2018
Financial Aid Coordinator - Vatterott College
01.2013 - 10.2013
Senior Financial Aid Representative - Missouri College
12.2002 - 09.2011
Missouri College, Normandy High School - Diploma,
- Highschool Diploma, Administration Assistant

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