Financial Aid Counselor

WESTERN NEW ENGLAND UNIVERSITY•Springfield, MA

20h•$42,000 - $44,557•Onsite

About The 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.

Requirements

Bachelor’s 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

Nice To Haves

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).

Responsibilities

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.
Review and evaluate financial aid applications and Federal income tax documents; insure compliance with all applicable rules, regulations and policies regarding student eligibility.
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.).
Professionally address and work toward resolution of complex or novel situations encountered in processing and service work of office.
Ensure professional delivery of services, including maintenance of data/information security, privacy, and confidentiality.
Follow appropriate records management procedures and comply with record keeping and archival requirements.
Communicate policies and procedures (including rights and responsibilities) to students, families, and colleagues in an accurate, timely, effective, thorough, equitable, and inclusive manner.
Ensure clear and accurate documentation of transactions, conversations, and interactions affecting student eligibility and/or compliance with applicable policies.
Adhere to all statutory, regulatory, and policy guidance, including office policies and procedures.
Maintain privacy and confidentiality of student and family data and information.
Maintain security of student records and related information.
Oversee, assist with, or complete special projects such as internal audits, year-end reporting, compliance and data management as assigned.
Actively participate in and contribute to overall office effectiveness.
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.
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.
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.
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.
Participate in calling campaigns where large groups of families are contacted proactively to make sure they understand their financial aid package and anticipated costs.
Reach out to unregistered students to best assist them in resolving issues hampering their ability to enroll.
Maintain professional appearance and demeanor, including when engaging students, families, colleagues, and members of the public.
Assist in training new employees (permanent and temporary) as needed.
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.
Advise management of anomalies, trends, or patterns affecting student and program eligibility.
Maintain effective working relationships and serves as a resource regarding scholarship and financial aid issues, policies, and procedures.
Serve as office reception back-up as needed
Perform other duties as assigned by supervisor and/or office management.
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.