The Financial Aid Counselor serves as a frontline advocate and resource for students and families navigating the financial aid process. This role prioritizes delivering exceptional customer service, providing clear, accurate, and timely information regarding financial aid options, eligibility, and application processes. The counselor works closely with students to resolve issues, answer questions, and guide them through the complexities of financial aid programs, ensuring a positive and supportive experience.
Job Title: Financial Aid Counselor
Department: Financial Aid
Reports To: Director of Financial Aid
Job Type: Full-Time, In-Person
FLSA Status: Exempt
Skills & Competencies:
- Outstanding interpersonal and communication skills, with the ability to explain complex information clearly.
- Strong commitment to customer service and student advocacy.
- Ability to handle sensitive information with confidentiality and professionalism.
- Excellent organizational and time management skills.
- Problem-solving skills and the ability to work collaboratively in a team environment.
- Proficiency with Microsoft Office Suite and comfortable using multiple communication platforms.
Key Responsibilities:
Student Support & Customer Service:
- Provide personalized, empathetic, and professional assistance to prospective and enrolled students regarding financial aid eligibility, application procedures, deadlines, and award packages.
- Respond promptly and clearly to inquiries via phone, email, in-person, and virtual platforms.
- Help students complete the FAFSA and other financial aid forms, including verification and documentation requirements.
- Assist students in understanding loan options, repayment obligations, and financial literacy resources.
- Manage difficult or sensitive conversations with patience and professionalism, offering solutions and next steps.
- Educate students and families about institutional policies, state and federal regulations, and changes that impact financial aid.
Financial Aid Processing Support:
- Review student financial aid applications and documentation for completeness and accuracy.
- Assist in verification, packaging, VA education benefits, and awarding processes as needed.
- Process and award scholarships.
- Collaborate with financial aid processing staff to resolve discrepancies or missing information.
- Assist with default prevention and management efforts by educating students on loan repayment responsibilities, monitoring delinquency risks, and coordinating outreach to borrowers at risk of default.
- Monitor student eligibility status and communicate updates proactively.
Communication & Outreach:
- Develop and deliver presentations, workshops, and outreach events focused on financial aid awareness and education.
- Create clear, student-friendly resources such as FAQs, guides, and tutorials to improve self-service access.
- Collaborate with admissions, academic advising, and other campus partners to support holistic student success.
Qualifications:
Education: Bachelor's degree preferred.
Experience:
Previous experience in financial aid, student services, customer service, or higher education preferred.
Experience working with diverse student populations is a plus.
Knowledge of federal and state financial aid programs and regulations.
Familiarity with financial aid software systems.