Job Category: Exempt

PCLS: 30031

Salary Grade: E

Summary

Incumbents in the Financial Aid Counselor series advise students and parents regarding financial aid processes and provide information on available programs, procedures, and eligibility. Incumbents evaluate students' financial aid requests and make award adjustments and recalculations on complex financial aid issues.

Reporting and Supervisory Responsibilities

The Financial Aid Counselor I reports to a Director, Associate Director, or Assistant Director. This classification may train and supervise student employees

Typical Functions

1. Provides helpful, appropriate, and accurate information about available financial aid opportunities, eligibility requirements, the application process, costs, indebtedness, campus resources, and money management/planning by counseling with prospective and continuing students and parents via phone, email, and in person. Individualize information to the particular needs and situation of the student/family and go beyond initial questions to ensure a comprehensive level of service and student support. Defuse difficult situations with dissatisfied or confused students, parents, and colleagues.
2. Meets customer needs, research and offer options and solutions, own and resolve problems, and follow up in a timely, helpful, and professional manner to ensure a positive experience and full customer satisfaction without unnecessarily referring to other staff members/departments. Act as the first point of contact for specialists and student employees regarding any customer service needs.
3. Takes a consistent, proactive approach to ensure timely delivery of financial aid, identifying and solving potential issues or delays for assigned section of the student body. This includes identifying patterns and developing creative and effective solutions and communications to drive student success and remove barriers to financial support in seamless and supportive ways.
4. Analyzes and evaluates financial aid eligibility for students, including performing verification, determining and offering appropriate awards, resolving discrepancies, completing Return of Title IV calculations, and adjudicating appeals. Determine documents needed to confirm student participation, complete verification, and/or resolve conflicting information, working closely with students, parents, and faculty as needed to collect appropriate documentation. Meet all deadlines as defined by federal and institutional requirements
5. Consistently participates in training, self-directed reading, professional development, professional associations, and training activities/conferences that foster professional growth and increased ability to understand, synthesize, and apply complex and changing federal, state, and institutional requirements to individual situations.
6. Assists with outreach/recruiting efforts as required, including preparing and presenting information about federal financial aid, state grant programs, scholarships, employment, and money management/budgeting for various university, high school, and community groups. Serve as an ambassador for the university at all times, including promoting its benefits, furthering its goals, and representing the best of USU in every interaction.
7. Reviews and adjudicates appeals for academic progress and professional judgement decisions. Use critical thinking and thorough knowledge of federal regulations and institutional policies in order to handle and resolve complex circumstances and issues, while supporting student needs and institutional goals and initiatives. Adjust students’ aid eligibility when appropriate and based on documented circumstances, in accordance with federal requirements.
8. Participates in all meetings and committees as assigned, and in the active development and implementation of departmental procedures. Contribute value by supporting needed changes, thinking critically, and offering creative and positive solutions.
9. Serves as a strong advocate for student success, coordinating and collaborating effectively, respectfully, and professionally with other staff and campus partners. Actively establish positive and cooperative relationships with colleagues and make positive contributions to office culture, morale, and productivity.
10. Performs other miscellaneous job-related duties as assigned.

Knowledge, Skills, and Abilities

1. Demonstrated commitment to student access, support, and success.
2. Excellent customer service skills, maintaining confidentiality and a friendly, positive demeanor, even in difficult or demanding situations.
3. Ability to continually self-assess and make incremental improvements, focusing on areas of personal control that can contribute to a dynamic, efficient, and effective aid office.
4. Strong interpersonal communication, presentation, and active listening skills, as well as the ability to collaborate and work effectively and objectively with a wide range of constituencies in a diverse community.
5. Knowledge and practical application of federal, state, and institutional laws, regulations, and policies pertaining to student financial aid.
6. Friendly attitude that consistently displays positivity, high energy, and enthusiasm.
7. Skilled in the use of personal computers and related software applications.
8. Ability to think critically, analyze/solve problems, and make evaluative judgments and independent decisions, weighing student needs with requirements for institutional compliance and other objectives.
9. Strong attention to detail and commitment to accuracy.
10. Flexibility and adaptability when faced with changing priorities.
11. Demonstrated ability to manage multiple competing priorities and work under pressure in high- stress situations and a fast-paced environment with frequent interruptions.
12. Ability to learn quickly and retain, assimilate, and apply complex information.
13. Strong initiative and work ethic, demonstrating integrity and reliability in fulfilling responsibilities, as well as resourcefulness in planning work assignments and implementing improvements.
14. Ability to effectively lead, support, direct, and train other staff members and student employees

Minimum Qualifications

Bachelor’s degree and a minimum of one year of experience in a similar field is required.

Work Environment and Physical Requirements

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

Disclaimer

This position description indicates the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to the position.