Financial Aid Counselor

Worcester Polytechnic Institute • Worcester, MA

1d

About The Position

Provides accurate, complex, and confidential financial aid counseling to students, parents, and prospective families through in-person, phone, email, virtual, and walk-in office interactions. Applies comprehensive knowledge of federal regulations and WPI financial aid policies to advise constituents and support informed decision-making. Performs advanced support functions for the Office of Financial Aid, including the evaluation and processing of financial aid application materials, and collaborates with internal and external partners with a strong commitment to service excellence. The position is responsible for providing walk-in office coverage to ensure consistent, high-quality service delivery.

Requirements

• Associate degree required
• 3–4 years of customer service and/or administrative experience, including data entry and general office operations
• Demonstrates a strong commitment to providing exceptional customer service to students, families, faculty, staff, and other constituents in a fast-paced, high-volume office environment
• Communicates effectively and with sensitivity and confidentiality via phone, email, Zoom, and in person
• Manages multiple priorities while balancing the need for timely action with input from appropriate colleagues
• Maintains accurate records and data, ensuring office processes and procedures are followed consistently
• Exhibits inclusive and respectful communication, valuing diverse perspectives and creating a welcoming environment for all
• Demonstrates the ability to learn, apply, and communicate front-line procedures critical to the success of a Financial Aid Counselor at WPI

Responsibilities

• Counsel prospective and current students and their families on the various financial aid funds offered by WPI and strategies for managing the cost of a WPI education
• Provide walk-in office coverage on a rotating basis and assist with overall building- and division-wide in-person service inquiries to ensure a positive and seamless service experience
• Accurately document the nature of all interactions in the customer relationship management (CRM) system and serve as an initial point of resolution by researching issues, gathering detailed information, and mediating inquiries prior to escalation to financial aid directors
• Exercise professional judgment when handling highly sensitive and confidential information and when communicating the components and implications of financial aid awards
• Apply critical listening skills, training, and available resources to ensure the accuracy of information shared
• Communicate effectively and professionally with a diverse population, demonstrating tact, poise, patience, and courtesy
• Utilize internal software systems to monitor and assess the flow of financial aid data between awarding systems and the CRM to ensure accuracy and identify discrepancies
• Collaborate with the financial aid team and campus partners, including the Bursar's and Registrar's Offices, to analyze information and resolve issues
• Manage the Office of Financial Aid voicemail and email systems by retrieving, reviewing, and responding to inquiries in an efficient, accurate, and timely manner
• Draft clear and professional correspondence and serve as an intermediary for student communications, escalating issues to Financial Aid Directors when appropriate
• Operate and monitor internal software systems to assess the flow of financial aid information between awarding systems and the CRM system, ensuring data accuracy and identifying potential issues
• Assist in the administration of assigned financial aid programs, including but not limited to Outside Scholarships and Financial Literacy initiatives
• Process enrollment change notifications received from campus departments to ensure timely and accurate updates to students' financial aid packages
• Support financial aid counselors with the submission and tracking of outside scholarship forms by uploading scholarship information into the Salesforce CRM system, documenting activity, and reviewing reports to assist with reconciliation of scholarship records
• Compose clear and informative comments in PowerFAIDS to facilitate effective communication among students, parents, and financial aid directors
• Maintain and update records within the Salesforce CRM system and the PowerFAIDS financial aid system, and maintain a working knowledge of the Workday system
• Scan and upload student documentation in accordance with established policies and procedures to satisfy student requirements or to notify directors of documents requiring review
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Benefits

• WPI offers competitive and comprehensive employee benefit programs, including paid time off, health insurance, life and long-term disability insurance, retirement savings plans, tuition assistance, flexible spending accounts, and a working environment that prioritizes mental health and well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree