Financial Aid Counselor

Western Governors University • Bentonville, AR

2d

About The Position

The Financial Aid Counselor provides comprehensive guidance and support to students navigating federal, state, and institutional financial aid processes. This role delivers high‑quality customer service through timely, accurate advising on eligibility, application requirements, and financial planning. The counselor evaluates unique student circumstances, exercises professional judgment to ensure appropriate aid eligibility, and maintains detailed documentation. This position also facilitates student communication, coordinates counseling appointments, collaborates with internal departments, and conducts presentations on financial aid programs. The Financial Aid Counselor plays a key role in supporting student success by offering clear, proactive assistance throughout the financial aid lifecycle while upholding federal regulations and university policies.

Requirements

• Excellent customer service skills required
• Excellent phone etiquette required
• Knowledge of federal regulations pertaining to federal student aid, including needs analysis and eligibility assessment.
• Knowledge of federal student aid policies, procedures, and eligibility requirements.
• Knowledge of customer service standards and procedures.
• Knowledge of automated federal student aid management systems.
• Skills in developing presentations and informing those in financial need.
• Skills in verbal, written and interpersonal communication.
• Skills in the use of Microsoft Office programs such as Word, Excel, PowerPoint, Outlook, etc.
• Ability to obtain access to federal government databases pertaining to federal student aid.
• Ability to analyze and solve problems in an effective and professional manner.
• Ability to work independently and to organize a heavy workload.
• Ability to operate office equipment, computers, and computer software applications.
• Ability to communicate effectively with a diverse group of individuals to meet their needs.
• Ability to maintain a high level of accuracy for all job responsibilities.
• Must be able to travel as needed to in-person events and conferences.
• Bachelor's degree in related field.
• Customer service experience
• 5 years of experience in financial aid at the postsecondary level.
• Knowledge of Federal Title IV regulations, procedures, and eligibility requirements
• In good standing with the US Department of Education, no loans in default.
• Experience with Financial Aid Management systems.

Nice To Haves

• Knowledge of university systems such as Sales Force, Campus Logic and Banner

Responsibilities

• Provide professional and timely assistance to students regarding questions and concerns students may have regarding any aspect of financial aid requirements and/or eligibility.
• Initiate communication by phone call or email to students when needed.
• Provide professional assistance to students by advising and assisting them with financial planning, federal and state aid programs and application requirements, collecting data and keep accurate records.
• Coordinate the scheduling of appointments with students for financial aid counseling requests.
• Documents student application and interviews including special or unique circumstances related to the students’ academic and financial situation.
• Has authority to make professional judgement decisions on a student-by-student basis for accurate and maximum financial aid eligibility.
• Maintain professionalism and remain calm when students are frustrated or have a difficult time understanding documentation requirements.
• Conducts presentations on financial aid programs and policies to university constituents.
• Ability to understand billing cycles and financial processes, providing timely interventions for students.
• Coordinate communication between student and other teams, providing problem solving resolutions or request for needed intervention.
• Communicates effectively and consistently with appropriate internal department members from financial services, admissions, registrar and student accounts as needed.
• Performs other job-related duties as assigned.

Benefits

• bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level