Financial Aid Counselor Customer Service

Hawaii Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the okina and kahako. Unfortunately at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.

Job Summary:
The Financial Aid Counselor-Customer Service position reports to the Associate Director of Customer Service and Programs. This position advises and counsels students parents and the HPU community on all aspects of financial aid programs eligibility budgeting financial planning strategies and academic progress. This position also shares responsibility for delivering excellent customer service as a member of the financial aid team as well as supports and participates in activities that enhance enrollment and retention of addition this position will assist in the processing of federal state and institutional financial aid in accordance with all federal state NCAA and institutional regulations policies and procedures.

Location: This position is based out of our 5A Student Services office in Waterfront Plaza located in downtown Honolulu.

Qualifications:
Minimum Qualifications:

• A Bachelors degree or a combination of relevant work and educational experience
• One or more years customer service experience
• Proficiency with MS Office.

• Two or more years of experience working in higher education counseling students parents in the processing of federal financial aid preferably in a traditional college/university financial aid office.
• Knowledge of awarding and disbursing of federal financial aid.
• Experience with financial aid systems/software preferably Ellucian Banner.
• Ability to manage complex tasks with minimal or no supervision.

• Candidates must be legally authorized to work in the United States. Visa sponsorship and relocation allowance is not available for this position.
• Report to work obligations to support the department and may require work during HPUs winter break if necessary.
• This position may be considered an essential position with report to work obligations depending on the type of emergency campus closure or evacuation.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Able to work all shifts and extended hours including evenings and weekends.
• Successful candidate will be able to work in an environment that utilize excellent time and stress management skills.
  
  

• Counsel students and educate parents regarding federal institutional and state financial aid opportunities and the responsibility of repayment of federal and alternative loans.
• Counsel students parents and staff on the Free Application for Student Aid (FAFSA) application process and the packaging and disbursement processes.
• Counsel students and parents in the necessity of specific information when a students file is selected for verification by the United States Department of Education (ED) or request review for special circumstances.
• Manage customer engagement through various means of communication such as a chatbot email telephone and virtual meetings.
• Participate in various financial aid outreach events (some evenings and weekends) including in-person and virtual presentations

• Assist team members with processing and awarding
• Review documents from students and parents to ensure completion
• Scanning and Indexing documents in compliance with federal regulations
• Responsible for the packaging and revision of student financial aid awards
• Process various reports in a timely manner to ensure compliance such as potential over-awards negative need processes and ISIR/EFC review.
• Assist with updating forms and various messaging platforms

• Actively participates as an effective member of team by completing assigned duties accepting additional assignments or reassignments.
• Assists with seasonal peaks.
  
  

Hawaii Pacific University is an Equal Opportunity Employer committed to fostering a diverse equitable environment in which faculty and staff can excel irrespective of race color national origin sex disability age genetic information sexual orientation gender identity/expression marital status or any other protected class covered by state and federal law. Hawaii Pacific University encourages applications from veterans and individuals with disabilities. A pre-employment background investigation is performed on candidates selected for employment.

We are committed to providing equal employment opportunities to all applicants including individuals with accordance with the Americans with Disabilities Act (ADA) reasonable accommodations are available throughout the application and hiring process. If you require an accommodation please contact to request assistance.