MICHAEL HELBIG

Facilitated communication between students, parents, and university staff to ensure efficient financial assistance administration.

Job Functions:

• Provide in-person, email, and telephone support for financial planning needs.
• Review and analyzed financial aid applications to ensure eligibility.
• Conduct financial aid packaging for NUAP student population.
• Conduct reviews for redetermination of financial aid requiring analysis of IRS tax data, including filing status and dependency.
• Resolve individual student aid issues and handle student escalations via 'Canes Central'.
• Ensure the administration of all programs complies with federal, state, and institutional regulations.
• Contributed to department goals by participating in project teams.
• Led and supervised team members.
• Manage the monthly customer service schedule to ensure staffing meets the university’s customer service goals.
• Oversee staff handling Slate emails and Cane’s Central cases.
• Acted as primary liaison for Student account leadership to address service escalations.

• Set up training plans and trained call center staff in Financial Aid so they could answer questions.
• Handle incoming and outgoing correspondence, including mail, e-mail and issue view tickets.
• Guide our work-study and professional staff through issue view problems and helpscout system to get a consistent follow up or call back.
• Strategize and implement methods for streamlining processes for call center tickets, GOT and emails.
• Review customer data to assess current issues and determine potential solutions.
• Deliver fast, friendly and knowledgeable service for routine questions and service complaints. Have received numerous accolades for superior customer service.
• Review account and service histories to identify trends and issues.
• Established and enforce clear goals to keep all employees on same level and working collaboratively.
• Processed financial aid documents and completed basic verification of information.
• Provided one-on-one counseling to students regarding financial aid program options and requirements.
• Demonstrated understanding of and adherence to federal and state regulations for financial aid.
• Audited student files to confirm accuracy and completion according to defined guidelines.
• Gave workshop and other group presentations to inform students of options and educate on financial aid process.

• Advised and counseled students, parents, and/or prospective students in person, via phone, and email with regard to all areas related to the financial aid application and awarding process to include scholarships, loans, grants, employment and financial counseling.
• Completed a thorough needs analysis assessment by reviewing tax and income related documentation.
• Coordinated financial assistance/educational benefits and scholarship programs as needed/directed.
• Performed all technical, clerical tasks and procedures to process student's award/certification status for financial assistance/educational benefits and scholarship programs.
• Reviewed student files and correspondence, awards financial aid, made decisions using my professional judgment regarding student and/or family special circumstances.
• Assisted in facilitating workshops and made presentations on and off campus to groups regarding financial aid and scholarships.
• Served as liaison with other related university offices or department.

• Responsible for trouble shooting issues, distributing all training for U.S. and other employees.
• Reviewed and verified source materials to determine accuracy and completeness of information; followed up to correct or complete data.
• Compiled, sorted and counted data to be entered, verified required data to be entered is available on source document. Entered data into prescribed computer system, transcribed information into required electronic format, checked completed work for accuracy, responded to requests for information and access relevant files, created proxies, groups, and assigned courses to employees.
• Learned a variety of systems ie.: LMS, Google: Kite, Drive, and Sheets.
• I have knowledge of Insite as well.

• Reviewed student files and correspondence, award financial assistance, made decisions using my professional judgment regarding student and/or family special circumstances.
• Reviewed IRS tax data using personal knowledge including but not limited to filing status, who should file a return, and dependency: IRS 1040, 1040A, 1040EZ.
• Reviewed discretionary net-worth development for custodial and non-custodial parents.
• Advised students, parents and other customers in person, by telephone, through written correspondence, and by other electronic means.
• Assisted in advancing the goals of the department by actively participating in project teams.
• Assisted/participated in the development and implementation of the policies and procedures, strategic plan and recruitment/retention strategies.
• Served as liaison with other related University offices or departments.
• Counseled students on federal, state and institutional financial aid as well as loan options.
• Packaged students for financial aid based on Federal Needs Analysis.
• Performed Federal verification processes & review requests for professional judgment decisions along with C-flag removal.
• Maintained liaison with various state agencies in resolving eligibility problems, awarding, processing, and check award disbursements.
• Oversaw daily operations in the absence of supervisor (s).
• Provided guidance to Financial Aid Counselors and support staff as requested and/or needed.
• Assisted the University Director, Director of Financial Aid, and/or the Associate Director with specific reports or studies by preparing statistical analysis on a recurring and non-recurring basis as required by federal and state agencies.
• Processed the annual review of Satisfactory Academic Progress.
• Reviewed, determined and calculated all refund eligibility.
• Participated in ongoing development and maintenance of departmental policies and procedures.
• Managed both Federal Nursing and Nurse Faculty Loan programs.
• Attended/hosted workshops and open house events for prospective and accepted students.
• Received letters and emails regarding positive customer service from students and parents.
• Other duties as assigned.

• Responsible for the systematic coordination of Financial aid awards.
• Duties included preliminary award review, input, monitoring of correspondence regarding awards and requests for additional information; processing the payment of awards which have been offered; and ensuring and coordinating the closure of awards and files.
• Responsible for entrance and exit interview preparation for loan programs.
• Coordinated incoming mail and distribute to appropriate persons.
• Assisted in the maintenance and updating of private scholarships.
• Performed financial aid office clerical, typing and secretarial duties.
• Prepared data entry information for the campus computer system.
• Answered general question both in person and on the phone with regards to financial aid.

• Classic Residence by Hyatt Aventura, FL. Educated staff in coordination with Director of Social Services for the management of behaviors for residents identified as cognitively impaired.
• Performed usual management functions such as hiring, evaluating and scheduling/payroll for employees; weekend management of entire Life Care community including Independent Living, Assisted Living, Memory Support, and Skilled Nursing.
• Provided direct therapeutic recreation interventions; created, reviewed and updated care plans and progress notes; keeping appropriate documentation according to State and Federal regulations including MDS requirements.
• Assisted residents and caregivers/family in coping with issues occurring as a result of aging process; coordinated with community resources for supportive services; assistance in transitioning to placements with higher levels of care.