Financial Aid Counselor

PURPOSE OF THIS POSITION:
The Financial Aid Counselor is a professional member of the Enrollment Services Office at Western New England University which provides students a convenient one-stop location for issues related to financial aid student billing and academic records. The Financial Aid Counselor position requires an in-depth understanding of financial aid state and federal financial aid regulations student financial billing and academic records and registration to support student recruitment retention and graduation. The Financial Aid Counselor has additional responsibility for areas of specialization for internal or external programs such as Pell grants working with COD the National Student Clearinghouse and/or NSLDS state aid hiring/training/supervising student employees etc. Additionally this position promotes financial wellness and literacy through means such as individual student or family meetings and group presentations.

This position provides student advising on complex issues and problems regarding student financial matters and academic records; handles challenging behaviors and difficult situations that can surface when speaking with students and parents about academic success and financial matters; conducts critical analysis and professional judgement on financial aid appeals; utilizes critical thinking and problem-solving skills; and possesses excellent communications skills and attention to detail.

The Financial Aid Counselor reports to the Director of Financial Aid. The work schedule is typically Monday through Friday 8:30 4:30 with occasional pre-scheduled weekend and evening work as necessary.

ESSENTIAL JOB FUNCTIONS:

1. Counsel prospective currently enrolled and former students and parents/families about financial aid policies programs and procedures via phone email and in-person on-campus appointments. Provide detailed information regarding the disbursement of grant loan and outside scholarship funding financing options and related billing issues. Connect students/families with other university offices to provide needed information and/or services.
2. Review and evaluate financial aid applications and Federal income tax documents; insure compliance with all applicable rules regulations and policies regarding student eligibility.
3. Use appropriate discretion within regulatory and policy constraints to carry out and advise on verification resolution of conflicting information appeals of student eligibility (e.g. Satisfactory Academic Progress) use of Professional Judgment and appeals for consideration of special circumstances (e.g. change/loss of income dependency override one-time non-recurring income etc.).
4. Professionally address and work toward resolution of complex or novel situations encountered in processing and service work of office.
5. Ensure professional delivery of services including maintenance of data/information security privacy and confidentiality.
6. Follow appropriate records management procedures and comply with record keeping and archival requirements.
7. Communicate policies and procedures (including rights and responsibilities) to students families and colleagues in an accurate timely effective thorough equitable and inclusive manner.
8. Ensure clear and accurate documentation of transactions conversations and interactions affecting student eligibility and/or compliance with applicable policies.
9. Adhere to all statutory regulatory and policy guidance including office policies and procedures.
10. Maintain privacy and confidentiality of student and family data and information.
11. Maintain security of student records and related information.
12. Oversee assist with or complete special projects such as internal audits year-end reporting compliance and data management as assigned.
13. Actively participate in and contribute to overall office effectiveness.
14. Maintain current knowledge of policies rules regulations technical standards and high-impact practices associated with administering and delivering federal state institutional and private programs and associated systems and emerging technologies.
15. Actively participate in webinars professional meetings conferences and workshops; meet and communicate clearly with colleagues in similar positions/roles; researches industry practices; share resulting knowledge and research with management and staff in order to serve well the students and the institution.
16. Ensure area policies and procedures are current and accurate; provide clear and accurate documentation of transactions conversations interactions and edits to records affecting student eligibility and/or compliance with applicable regulations statutes and/or policies.
17. Assist with financial aid outreach events such as open houses orientation and financial aid workshops delivering information and responding to event questions accurately timely completely and professionally.
18. Participate in calling campaigns where large groups of families are contacted proactively to make sure they understand their financial aid package and anticipated costs.
19. Reach out to unregistered students to best assist them in resolving issues hampering their ability to enroll.
20. Maintain professional appearance and demeanor including when engaging students families colleagues and members of the public.
21. Assist in training new employees (permanent and temporary) as needed.
22. Serve on and/or oversees various office committees which may include such functions as communications plan appeals processes melt committee outreach; position may also be asked to serve on Enrollment Management and/or University committees.
23. Advise management of anomalies trends or patterns affecting student and program eligibility.
24. Maintain effective working relationships and serves as a resource regarding scholarship and financial aid issues policies and procedures.
25. Serve as office reception back-up as needed
26. Perform other duties as assigned by supervisor and/or office management.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to the job.

HOURS:
Minimum 40 hours per week. Work schedule may include early or late starts an alternate schedule or occasional nights and weekends. The work schedule is typically Monday through Friday 8:30 4:30 with occasional pre-scheduled weekend and evening work.

REQUIRED KNOWLEDGE SKILL AND ABILITIES:

• Bachelors degree
• Demonstrate recognition of the value of individual and cultural difference and be able to work effectively with diverse populations
• Ability to communicate complex information simply both verbally and in writing required
• Good analytical and mathematical skill required along with excellent organization prioritization and interpersonal skills
• Must be able to collaborate well with team members and perform work independently
• Must be timely self-motivated detail-oriented and possess patience tact and an ability to function effectively with a broad constituency
• Ability to exercise good judgment work under pressure and meet deadlines and carry out multiple tasks required
• Must demonstrate a high level of discretion while handling confidential and sensitive information

PREFERRED QUALIFICATIONS

• Knowledge of federal state and university guidelines to make informed decisions when counseling students and parents in all areas: financial aid scholarships registration and enrollment and student billing and accounts
• Ability to work in an innovative collaborative and sometimes ambiguous environment
• Work independently with guidance in only the most complex situations
• Demonstrated ability to meet deadlines prioritize tasks manage multiple projects and take initiative working independently without supervision
• Ability to relate well with high school students and parents with strong interpersonal communication competency
• Excellent public speaking skills
• Excellent writing skills including professionalism in composing emails
• Experience with Colleague/Ellucian software system
• Experience with various federal processing systems (COD TD Client National Student Clearinghouse NSLDS ELM FAAccess to CPS Online).

ERGONOMIC REQUIREMENTS:

• Sitting standing bending reaching as expected in a normal office setting
• Occasional lifting not expected to exceed 25 pounds
• Extensive use of computer equipment including keyboard and mouse

Western New England University is committed to enhancing diversity equity inclusion and belonging by acknowledging and embracing diversity of thought opinion and approach with colleagues regardless of background culture and organizational level. WNE encourages diversity in our job applicants to ensure the best culture and work outcomes.