Gilbert Medrano

• Ensured Post University was in compliance with federal and state financial aid regulation

• Reviewed regulatory changes, implemented necessary adjustments, and ran quality assurance reports to maintain Post University Compliance.

• Assists the financial aid team with interpreting and implementing Title IV and state financial aid regulations to ensure compliance with all requirements.

• Assists the Financial Aid Director with regular audits and reviews of Title IV, state, and institutional financial aid processes and documentation to identify and address compliance issues.

• Review, organize, and update existing documentation and training materials, including department policies and procedures.

• Ensure quality evaluations are completed and delivered in a timely fashion while monitoring script adherence and KPls.

• Complete team member (quality) performance scorecard.

• Deliver (and help prepare) weekly/monthly training and huddles.

• Support leadership in defining quality standards for inbound, outbound/ and automated processes to ensure that quality and compliance standards are exceeded.

• Assisted during call center peak times to maintain process & proficiency knowledge.

• Reviewed and assessed call quality, identifying areas for improvement for call center agents.

• Provided constructive feedback and trained agents to improve performance Processed and edited timecards for payroll processing.

• Utilize phone and email to communicate with students timely highlighting the features and benefits of the client school.

• Occasionally, assist students with course selection and registration.

• Advise on financial aid status and the next steps.

• Assist students with FAFSA walkthrough and completion.

• Work within several VPNs, financial and student information software systems, updating notes, documenting activities

• Toggle between different emails and systems to gather information and provide status updates.

• Evaluate the work of staff to ensure that the services provided are of appropriate quality and that resources are used effectively.

• Develops and monitors activities and functions of the program to ensure high quality of service.

• Consults with and advises the Director on problems relating to program operations.

• Assists in the administration and coordination of program activities,

• Resolves problems with utilization of staff and equipment.

• Assumes responsibility for all records/files meeting all applicable standards.

• Reviews management of cases, assignments, case problems, issues, and methods of service.

• Responsible for developing monthly schedules and serving in the "On Call" rotation.

• Adheres to the policy and practice concerning issues of creation, editing, transmission, storage and disposition of all Protected Health Information (PHI).

• Supervisory responsibilities include interviewing: hiring training: planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems for all staff and interns.

• Positions Supervised Direct Care, Clerical, Administrative, Shift Supervisors, and Maintenance.

• Follow all applicable policies of Dismas Charities.

• Coach and develop a student-centered finance team into top performers; train, mentor and build campus teams

• Analyze the campus financial services dashboard to monitor the timeliness and accuracy of student financing, which will foster increased productivity and premier customer service. . Evaluate team and process effectiveness, ensuring attention to improvements, maintenance, and efficiency.

• Collaborate and coordinate with functional corporate roles on operational efficiency and team effectiveness through innovation, creativity, and smart data use.

• Remain current on Title IV, state, accreditation, agency, veteran regulations, and institutional policy.

• Ensure the financial service team complies with all federal, state, accreditation, and institutional guidelines/regulations.

• Collaborate with the Admissions team to develop or refine the transition of students between the teams to ensure a seamless student experience and best-in-class customer service.

• Works closely with all campus functional areas, especially the Student Services team and Academic Program Directors, to provide students with support and a positive student

• Advises greater campus leadership team on possible financial aid implications from proposed changes/updates to academic/instructional configurations.

• Coordinate visits with corporate functional roles or auditors to review student records. Assists team members with any student financial services workflow component as needed. Process, edit and submit timecards for payroll processing.

• Accurately process bi-weekly and weekly payroll for 1,500 employees, ensuring compliance with all relevant laws and regulations.

• Accumulate, review, and balance hours in the ADP Workforce Now time and attendance module.

• Handle payroll adjustments including retroactive pay, garnishments, special pays, and paid time off(PTO) adjustments.

• Review and maintain payroll tax notices from agencies, ensuring accurate and timely tax withholding,and reporting,

• Oversee the processing of payroll changes (e.g. new hires, terminations, raises, etc.) and system updates.

• Participate in payroll-related audits by providing necessary documentation and responding to audit inquiries.

• Establish and manage a comprehensive process for timely and accurate payroll submission,reconciliation, compliance, and reporting.

• Maintain rigorous payroll records in compliance with all state and federal laws and execute an organized system of communications to cross functional teams such as finance,

• Set up and manage user roles, permissions, new staff user roles and permissions, and security settings to ensure data confidentiality and compliance with regulations.

• Counsels prospective and current students and/or parents regarding financial aid, including a review of financial aid packages.
• Meet or exceed established phone goals for inbound and outbound dials for each session/semester.
• Handle inbound inquiries on a variety of FA topics including status of excess loan funds (ELF), Banner inquiries, and verification follow up, providing customers with accurate information and direction to ensure a world-class student experience.
• Package students via banner and go over award offer letter with students/parents.

• Support resolution of incoming calls by answering questions, performing research and initiating additional processes as necessary.
• Process billing requests, which could include billing account number changes, payment type changes(mode changes), premium letters to notify a policy owner of a payment issue, refund requests, premium payment histories, value quotes, form requests, policy projection requests, taxable gain calculations, policy conservation, mailing Electronic Funds Transfer forms, etc.
• Process manual premium payments and other service requests from calls by check or phone, via a checking or savings account.
• Process authorizations to release information requests.
• Security Mutual Life website inquiries. Handle inquiries forwarded by corporate communications that were made on our public website.
• Complete insurance verifications.
• Complete follow-up calls to request missing items and funds needed to bring policies up to date.
• Keep records of customer interactions and transactions.
• Coached team members in techniques necessary to complete job tasks.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Award student financial aid based on the student funding plan. This includes Title IV loans, Pell, and FSEOG.

• Award Institutional grants

• Award Employee Tuition Assistance vouchers.

• Review ISIRs for conflicting information.

• Perform Verification on ISIRs received.

• Clear C-codes on ISIR

• Process Late Disbursements

• Process Transfer Monitor Alert

• Import and Export COD, NSLDS, and CPS files Resolve COD origination Rejects

• Perform Daily batching of Funds

• Perform Daily Posting of Funds

• Perform Return of Title IV calculation and Perform Institutional Refund Calculation

• Review accounts for Canceled students

• Review and Award Pell based on Enrollment level after the term starts