Location:Academic Services Office, Cockcroft Building

Job description

Department:Academic Services

Location:Academic Services Office, Cockcroft Building

Job title:Academic ServicesOfficer (Student Finance)

Post number:RE5209

Grade:5

Responsible to:Assistant Registrar (Records & Fees)

Role outline

Academic Services work cuts across all departments of the university and is the process owner of many of the business processes related to the student lifecycle which are undertaken within academic departments. The Records and Fees section of Academic Services is responsible for student enrolment, records and fees management including course registration, confirmation of attendance and notifying the Student Loans Company (SLC) of any changes for individual students, and the provision of student enquiry desk services across the university.

The post exists to ensure that SLC debts are minimised and timely cash flow into the university from the Student Loans Company is achieved, as well as problem-solving to resolve complex queries related to Student Loans. The role holder will demonstrate appropriate specialist knowledge working closely with relevant internal departments and external agencies related to the main areas of responsibility which have a university-wide impact. The role includes delivery of a specialised support service, coordinating the implementation of university-wide policy including development of relevant systems and processes, participating in relevant institutional committees, working groups and external professional networks and providing management information and independent expert advice related to the specialist area.

The role holder will be an organised team player who is able to communicate often complex information in a clear and understandable way, exercising initiative and judgement and using expert knowledge to resolve queries related to the main areas of responsibility to deliver a high quality efficient and student-centred service in line with statutory requirements and institutional objectives for the student experience.

Main areas of

responsibility:

1. To be a key point of contact for the Student Loans Company,Academic Services and Finance staff and students for mattersrelating student loans for enrolled students.

1. To be responsible for ensuring the accuracy of student loan records for individual students on the SITS student records system.

1. To be responsible for resolving complex and cross-functionalqueries related to student tuition fee and maintenance loans.

1. To contribute to the continued improvement of businessprocesses and corporate systems use, coordinating review and implementation of business processes related to Student Loanprocedures.

1. To provide management information and analysis to senior managers related to Student Loan and student finance records.

1. To provide expert advice to students, staff and other stakeholders on SLC processes and student loan eligibility in thecontext of the Education (Student Support) Regulations.

1. To support the Assistant Registrar (Records and Fees) to achieve Records and Fees section objectives related to student loan matters.

1. To assist with other projects, events and tasks in Academic Services asrequired.

Specific duties:

1. To be a key point of contact for the Student Loans Company,Academic Servicesand Finance staff and students for matters relatingstudent loans for enrolled students.

1.1 To liaise with the Student Loans Company officials on matters relating to individual student funding and attendance.

1.2 To be the key contact for students for student loan queries relating to their individual student record.

1.3To be a key contact for Academic Services and Finance for complex queries related to individual student loans.

1. To be responsible for ensuring the accuracy of student loanrecords for individual students on the SITS student records system.

2.1Utilise the SLC Student Information System (SIS) data in anintelligentway to inform records on the SITS student records system.

2.2Match SIS, SITS and Finance data to facilitate a better understandingof the accurate position for the university SLC income.

2.3Check for any duplicate fees on a regular basis and amendaccordingly in liaison with Academic Services Records and Fees colleagues to ensure recordaccuracy.

2.4In liaison with individual students,Academic Services and Finance colleaguesswitch tuition fees from SLC to student pay appropriately based onaccurateevidence and advise students accordingly.

1. To be responsible for resolving complex and cross-functionalqueries related to student tuition fee and maintenance loans.

3.1To liaise with the SLC to resolve any issues of variance betweenuniversity and SLC records.

3.2Investigate with the SLC reasons for any non-payment of fees andresolve queries to a satisfactory conclusion.

3.3Process specific SLC changes of circumstance forms and attendance confirmation reports in relevant cases in order to resolve complex queries.

3.4Liaise with colleagues across Academic Services, Finance and academic departments on SLC matters to achieve a satisfactory resolution forthe student using the most appropriate communication method.

1. To contribute to the continued improvement of business processes and corporate systems use, coordinating review and implementation of business processes related to Student Loan procedures.

4.1Keep up-to-date with SLC policy, procedures and processesrepresenting the university on relevant professional groups andnetworks.

4.2To be responsible for reviewing relevant internal system use and business processes in light of SLC changes, and recommend improvements for implementation to relevant senior managers.

4.3Identify ways to maximise the use of SIS data and SITS functionality to streamline processes for the accurate recording and maintenance of SLC data.

4.4Coordinate the implementation of agreed system and processes enhancements in liaison with Academic Services Systems and Data colleagues, Information Systems colleagues and university-wide members of the relevant Business Process groups.

4.5To support the delivery of training to relevant colleagues for the implementation of new systems and processes.

1. To provide management information and analysis to seniormanagers related to Student Loan and student finance records.

5.1The extract and match relevant data from the SITS student records system, the SLC Student Information System and the e:Fin finance system to produce regular, accurate statistical reports.

5.2Provision and analysis of management information on SLC funded students to senior managers for internal cash flow monitoring and resource planning.

1. To provide expert advice to students, staff and otherstakeholderson SLC processes and student loan eligibility in thecontext of the Education (Student Support) Regulations.

6.1Provide expert advice and training to relevant staff on the SLC policy and procedures, including significant changes to the fee liability and payments to universities from September 2012.

6.2Respond to queries from students and staff on SLC issues as theyaffect our students and their courses loan eligibility under theEducation (Student Support) Regulations.

6.3To coordinate the response to complex enquiries from studentsrelating to student loan issues.

6.4To coordinate timely communications to staff across the university relating to SLC policy, procedures and changes using the most appropriatemethod of communication.

1. To support the Assistant Registrar (Records and Fees)to achieve Records and Fees section objectives related to student loan matters.

7.1Advise the Assistant Registrar (Records and Fees) on developments required to deliver an efficient professional service to students andstaff in relation to student loan matters.

7.2Make recommendations to the Assistant Registrar (Records and Fees) on changes to resources and work planning required to implement changes as a result of changes to SLC policy and new legislative requirements.

1. To assist with other projects, events and tasks in Academic Services as required.

8.1To assist with other areas of work undertaken by Academic Servicessuch asaward ceremonies, open days, enquiry counter services and clearing, as and when required.

Selection Criteria:

The criteria below indicate the qualities that are needed to do the job well. Candidates will be selected according to the extent to which they satisfy these criteria. Evidence of potential will also be considered. Most of the criteria must normally be met in order to qualify for selection.

Essential:

• Knowledge, skills and qualifications: Degree or equivalentqualification or evidence of analytical and problem-solving ability. Demonstrable application of comprehensive knowledge, experienceand competency as follows:

- Understanding of Higher Education policy, procedures and statutory requirements relating to student loans, loan eligibility and tuition fees.

- Broad understanding and knowledge of legislation and policy relating to the wider higher education sector and activities within the university.

- Presentation and analysis of management information.

- Development of operational systems and procedures to deliver service improvements.

- MS Office software packages.

- Excellent administrative and numeracy skills.

- Provision of expert advice to internal and external stakeholders.

• Service support and delivery: Able to independently resolve queriesrelating to the area of specialism, including appropriate systems and procedures, providing advice andguidance to all service users including senior managers; demonstratecommitment to high standards ofcustomer service and professionalism to create a positive image of theuniversity and deliver a range of support service activities related to thearea of specialism.

• Planning and organisation:Able to plan and prioritise own activities setting milestones on a short and medium-term basis to contribute to the achievement of departmentalobjectives; to work autonomously onown initiative and as part of a team; able to use time efficiently and adapt priorities to meet changing internal andexternal requirements.

• Resources:Able to deploy assigned resources to the specific area of work ensuringoperational and cost efficiency; contribute to resource planning within the relevant section to achieve departmental objectives for good value service-delivery.

• Initiative, problem-solving and decision making:Able use initiative to resolve complex problems and provide relevant expert advice and guidance and make decisions based on detailed knowledge of the relevant specialist area; work with relevant colleagues and service-users able to develop systems and procedures to deliver serviceimprovements; able to undertake research, analysis, interpretation andevaluation of specialised information drawing to the attention of seniorcolleagues and issues requiring further investigation or discussion at a senior level.

• Communication: Understands and is sensitive to the information needs of others takingin to account the nature of what is to be communicated and the bestway to convey the information; listens well, is diplomatic and committed to maintaining appropriate levels of confidentiality; able to communicate complex information including policy and procedures to internal and external service-users in a timely, effective and easy to understand wayusing the most appropriate method of communication; confident to deal with a range of complex and specialised queries from a broad range of service users; ability to coordinate a range of communications on behalf of the department; participates in relevant institutional groups and committees and appropriate external professional networks.

• Self-motivation:Meets objectives and standards on own initiative; is committed tocontinuousself-development acquiring and refining skills and expertise throughappropriate development activity and participation in appropriate professionalgroups; reliable, honest.

• Teamwork:Flexible, co-operative and helpful; works collaboratively and respects ideasand expertise of others; appreciates own strengths and weaknesses; ableto support the induction of new staff and provide training for staff relating tospecialist area of work.

• Response to change:Positive attitude towards change required toimprove processes andprocedures to fit with higher education and university policy; flexibleandadaptable; interested in learning and developing to meet changingsituations.

• Physical:Able to use display equipment extensively in accordance withhealth and safety guidelines.

Desirable:

• Experience of using and development specific HE computer recordsystems such as SITS and the SLC portal.

JAC/TR Mar 2012