Veterans Certification Program Administrator

The Veterans Certification Program Administrator serves as a liaison between the federal (VA) and state (CalVet) offices and is primarily responsible for the certification of Veteran education benefits. This position is required to deliver timely, student-centric service to undergraduates, graduates, and online learners at the University of Southern California (USC). They are required to stay informed of federal and state guidelines and serve as a resource to students and staff. This role must have knowledge of and experience working with Military-Affiliated populations and the ability to execute creative and innovative solutions to deliver superior student service. In addition, this position may meet with and provide requested records to VA and State Approving Agency officials in conducting compliance surveys and supervisory visits (audits). Serves as the University's Veterans Certification Program Administrator for students receiving education benefits through the Department of Veterans Affairs (VA). This task includes the below duties: Serves as the primary contact for Veteran education benefits issues, and works with appropriate departments (ie., Student Financial Services, Billing, AR, Registrar's Office) to resolve with sensitivity to the Veteran's individual needs. Resolve VA educational benefits inquiries through trained expertise. Uses Enrollment Manager to report student enrollments to the VA in accordance with Federal guidelines. Monitors funs received by the VA, validates and verifies all payments are received, and processes overpayments and school debt letters. Maintains VA files for annual review purposes; prepared for federal audits and facilitates the visit. Advises and educates all Veterans benefit recipients regarding the requirements of the various benefit programs and assists with VA education benefit applications via inbound and outbound telephone/video calls and emails to direct lines or departmental queues. Maintains required level of training per VA requirements. Monitors federal (VA) and state (CalVet) guidelines to ensure the university and students are adhering to current regulations. Educated the USC community on policies and procedures of VA education benefits and keeps up to date with policy changes that impact processing. Determines the correct department for routing or scheduling that meets the students' needs. Projects a positive, friendly, welcoming experience, particularly when the issue is not easily resolved or required lengthy explanation. Understands and adheres to FERPA guidelines, Saint Leo policies and other institutional compliance expectations. Interacts with other university offices as necessary to provide quality customer service and referrals. Maintains a collaborative working environment with all team members. Responds to constituent needs through a variety of channels including, but not limited to phone, email and Zoom. Skills and Abilities One year of prior experience working with veteran or Military-Affiliated populations inside or outside of an educational context. One year minimum experience supervising a team serving veteran or military populations. Experience or familiarity with military-related education benefits offered by the VA, and how they are administered and managed. Working knowledge of VA Enrollment Manager web-based platform preferred along with various other VA benefit portals. Knowledge of common higher education standards, policies, and procedures. Advanced customer service and computer skills, including experience with Microsoft Office products and other relevant software, including database and web-based programs. Excellent oral and written communication skills to communicate in clearly and effectively. Practical business-oriented approach to problem-solving and ability to multi-task and thrive in a fast-paced change environment. Ability to manager inbound and outbound telephone/video calls and emails white assessing student needs quickly and providing solutions proactively. Ability to maintain accurate and auditable records. Ability to work independently with a high degree of accuracy, attention to detail, and ability to meet deadlines. Ability to demonstrate sound judgment in working through complex transactions, with the ability to analyze, problem solve and communicate observations and recommendations. Ability to participate as a team member, ability to understand and interpret rules and regulations and ability to readily adjust to change. Ability to work effectively with students, faculty, and staff. Ability to professionally handle confidential material and associated issues; and maintain confidentiality of students records. In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USCs Unifying Values. The annual base salary range for this position is $82,992.08 - $88,000.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations. #LI-AW1 Required Education: - Bachelor's degree - Combined experience/education as substitute for minimum education Required Experience: - 3 years Required Knowledge, Skills, and Abilities: - Directly related professional experience in area of program specialization USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USCs Clery Act Annual Security Report USC is a smoke-free environment Digital Accessibility If you are a current USC employee, please apply to this USC job posting in Workday by copying and pasting this link into your browser: https://wd5.myworkday.com/usc/d/inst/1$9925/9925$146876.htmld USC is a leading private research university located in the heart of downtown Los Angeles a global center for arts, technology and international business. As the largest private employer in the city responsible for more than $5 billion annually in economic activity in the region we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work. Application help If you need assistance during the application process, see our application help. (If you already work for USC, see Your USC career.) At any point you may also contact our HR Service Center for help at (213) 821-8100 or uschr@usc.edu. Don't see the dream job you are looking for? Drop off your contact information and resume and we will reach out to you if we find the perfect fit!