Financial Aid Counselor - Customer Service
About The Position
The Financial Aid Counselor-Customer Service position reports to the Associate Director of Customer Service and Programs. Based at the 5A Student Services office in Waterfront Plaza in downtown Honolulu, the counselor advises students, parents, and the HPU community on financial aid programs, eligibility, budgeting, financial planning strategies, and academic progress. The role delivers customer service as part of the financial aid team and supports activities that enhance student enrollment and retention. It also assists with processing federal, state, and institutional financial aid in accordance with applicable federal, state, NCAA, and institutional regulations, policies, and procedures. The position requires customer service, counseling, and processing responsibilities, including outreach events and handling student communications through chat, email, telephone, and virtual meetings. Work may include evenings, weekends, extended hours, and HPU’s winter break when necessary. The position may be designated essential depending on the emergency or campus situation.
Requirements
- Bachelor’s degree or a combination of relevant work and educational experience.
- One or more years of customer service experience.
- Proficiency with MS Office.
- Legally authorized to work in the United States; visa sponsorship is not available.
- Able to work all shifts and extended hours, including evenings and weekends.
- Able to meet training and background-check qualifications and comply with the Protection of Minors policy.
- Able to work in an environment requiring excellent time and stress management skills.
Nice To Haves
- Two or more years of experience working in higher education counseling students and parents in the processing of federal financial aid, preferably in a traditional college or university financial aid office.
- Knowledge of awarding and disbursing federal financial aid.
- Experience with financial aid systems or software, preferably Ellucian Banner.
- Ability to manage complex tasks with minimal or no supervision.
Responsibilities
- Counsel students and educate parents about federal, institutional, and state financial aid opportunities and repayment responsibilities for federal and alternative loans.
- Counsel students, parents, and staff on the FAFSA application, financial aid packaging, and disbursement processes.
- Explain verification requirements and special-circumstance review requests to students and parents.
- Manage customer engagement through chatbots, email, telephone, and virtual meetings.
- Participate in financial aid outreach events, including in-person and virtual presentations, some of which take place in the evenings and on weekends.
- Assist team members with financial aid processing and awarding.
- Review student and parent documents for completeness.
- Scan and index documents in compliance with federal regulations.
- Package and revise student financial aid awards.
- Process reports in a timely manner to support compliance, including potential over-awards, negative-need processes, and ISIR/EFC reviews.
- Assist with updating forms and messaging platforms.
- Complete assigned duties, accept additional assignments or reassignments, and assist during seasonal peaks.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
