Gilbert Medrano

As a Financial Aid officer, my job is to review ISIRs that require further research due to comment codes and/or conflicting information. I complete the verification process, which includes the review of verification documents, verifying the data matches the ISIR, ensuring conflicting information is not present and making any necessary ISIR corrections. I also ensure that documents associated with ISIR rejects, c-codes and conflicting information meet Title IV requirements to clear the issue. I ensure professional judgment documents support the students/parents’ special circumstances and determine when a professional judgment is ready to be reviewed. I am also responsible to ensure verification, c-code, conflicting information and ISIR reject documents are processed accurately and timely. Assist students with completing the FAFSA.

As a Quality Assurance Supervisor my job was to conduct regular quality monitoring and auditing of calls, and email interactions to ensure that all client interactions met the company's standards for professionalism, accuracy, and compliance. I identified areas of improvement in agent performance and provide coaching and feedback to agents to help them meet their targets and improve customer experience. I helped develop and maintain a comprehensive quality assurance program that includes performance metrics, scorecards, and reporting mechanisms to track agent performance and identify trends or issues. I worked collaboratively with other teams in the department to address and resolve client issues or complaints. I also assisted in auditing and closing all medical files from UC files and escalate to the proper department to obtain missing information. I trained new and existing agents to ensure that they have the knowledge and skills required to perform their job effectively and meet our quality standards. I also oversaw a group of service monitors where I graded and provided feedback on their job performance.

As a financial aid representative my job was to serve as a primary contact via phone calls, live chats, and emails for students seeking information regarding their financial aid status. I performed proactive outbound calls to provide students with updated information regarding their Financial Aid status. Completed SharePoints, follow up with students and work on Special Projects. Works effectively as a team member, embracing and fostering the assigned school's mission. Performs other duties as assigned.

As an administrative assistant for Dismas Charities, I helped greet and check in all visitors to the office. I answered all incoming phone calls from offenders, offenders’ family members, public, law enforcement officials, court officials, attorneys, and direct to the assigned officer. I was responsible for all administrative support to supervisors and staff to include assigning all investigations and setting up all new cases in the offender management systems. Maintain a database of forms for offender and staff use. I also assisted in scanning and entering all data into database such as court orders, drug screens, court documents, officer documents, release reports, re-entry documents, etc. Received, open, and distribute all incoming mail, email, faxes, and jail mail to specific personnel. Prepared stamps, labels, and envelopes for office use, as well as going to the post office and/or Fed Ex drop off location to ship drug tests to the lab. I monitored supply inventory in each office. Completed all required Department of Corrections employee training and performed other duties as assigned/required

As a Student Finance Officer, I help counsel perspective financial aid applicants and parents concerning financial planning, with emphasis on the application process and available aid programs for qualifying applicants. I help counsel financial aid applicants/recipients on academic progress requirements as related to aid eligibility. I help council financial aid applicants/recipients in all areas of financial planning, with emphasis on Pre-Loan/Exit Interviews and Debt Management. I am a certifying VA official and help counsel and assist VA students in acquiring funds and VA benefits. Assisted in packaging student aid. I assist students with completing application forms. Coordinate loan application/recipient seminars of disbursement limits, current interest rates, financial planning, debt management, and borrower rights/responsibilities prior to disbursement of loan funds and upon student’s exit from the institute. Assist students with alternative methods of meeting tuition and fees and/or other educational expenses when need-based aid is not immediately available. Discuss regulations regarding satisfactory academic progress. I helped process and disburse stipends to correct students and accounts. Processed student payments and post transactions on student ledger. VA certifying official with the school and VA Once certified.

As a payroll manager I ensured all salaries, deductions, and other payroll elements were correct and completed. I also oversaw that each biweekly payroll run was completed successfully and with no issues. I reported regularly to executive directors on payroll, benefits, leave, and tax matters. I also analyzed the payroll function for possible improvements and streamlined workflows. I managed payroll information
updates from regulatory agencies. I assisted with answering employee inquiries and rectifying payroll issues. I helped balance the payroll accounts by resolving payroll discrepancies. I provided guidance, training and support to program staff on payroll policies and procedures, promoting individual and
collective problem solving. I helped to determine payroll liabilities by approving the calculation of employee federal and state income and social security taxes, and employer’s social security, unemployment, and workers compensation payments. Prepared reports by compiling summaries of earnings, taxes, deductions, leave, disability, and nontaxable wages. Performed account reconciliations. Processed year-end audit involvement alongside the Controller. Created and activated ID badges for
employees and visitors.

As a financial aid representative, I provided daily support to Milan with FA guidance and requests. I imported ISIRS from Ed connect onto Nexus database. I would approve/deny professional

judgments. Updated student information from NSLDS monthly. Certify all new starts Title IV, repacks students, package private loans monthly. I processed V4 and V5 certifications. I would monitor and review SAP quarterly for Cal grant recipients. Post disbursement payments quarterly and refund requests when needed. Posted and processed Title IV drop calculations daily. Process R2T4 and certify VA students through VA ONCE.

As a financial advisor representative my job was to develop relationships with clients (both existing and prospective). I gathered client information and used that information to build robust financial plans. I would assist in helping clients prepare for their retirement by preparing and reviewing investment
portfolio recommendations. I would answer any questions that the clients would have regarding their portfolio or policies. Process all payout requests and transfer calls to appropriate parties

I assisted new, current and re-entry students in re-applying for and securing funding to cover educational expenses. Worked with students to secure and package third party/scholarship funding and provide required documentation to agencies to ensure timely payments are received by the College. I ensured all financial aid paperwork is processed according to company procedures to ensure completeness and accuracy of documentation collected and financial aid documentation is adequately and permanently recorded and available when necessary. Provided entrance counseling at appropriate times to encourage responsible debt management and ensure regulatory compliance. Advised students on the consequences of schedule changes as they apply to financial aid awards. Also advised continuing and re-entry students who have questions about their eligibility, available funding, stipends, etc. Collect, review for accuracy, and manifest all private/federal/state loan MPNs and forward to the appropriate lender. Help package student on Nexus. Assist with federal, state, VA, and accrediting agency audits.