Financial Aid Counselor

Abilene Christian University•Abilene, TX

47d

About The Position

Abilene Christian University is affiliated with the fellowship of the Church of Christ. All applicants must be professing Christians and willing to support the Christian mission and purpose of Abilene Christian University while employed by the university. ‌ Basic Responsibilities Assist in the financial aid counseling operations ensuring initiatives outlined in the strategic plan are executed. Assist in financial aid communication strategy with current (and potentially perspective) students and families. Assist in maintaining and growing partnerships with offices currently served by Wildcat Central. Assist in leading ACU in discussion and implementation of customer service innovations for students and families, maintaining ACU’s status as a national leader in student services. Assist in executing the financial counseling of ACU students, including financial communication efforts of the University in partnership with the Student Financial Services and Billing offices. Serve on Financial Aid Appeals Committee Assist in collaborating with the Academic Advising Center to maintain a successful relationship between teams. Essential Duties Other duties may be assigned by the supervisor. Reasonable accommodations may be made to enable individuals to perform the essential functions. Assist in the financial aid counseling operations ensuring initiatives outlined in the strategic plan are executed. Ensure that financial settlement e-mail communication is accurate, updated, and sent in a timely manner according to the financial settlement proactive communication calendar. Aid in completion of call/email campaigns to students and parents before and after financial settlement Help maintain a strong working partnership with Student Financial Services Develop trust with both teams Ensure dynamic and consistent communication with staff and customers in regard to financial aid Work closely with the financial aid team to stay apprised of changes to university policies and procedures regarding the financial aid awarding processes Stay up to date with changes in the financial aid environment through subscriptions to relevant associations (TASFA, NASFA, FSA) Be proficient and knowledgeable in all areas of financial aid, including scholarships, loans, the FAFSA, federal and state aid, and other external sources where students might apply for more aid. Provide communication to students about the status of their accounts, including FAFSA, loans, missing documentation, etc. Support efforts to educate students and families about financial aid through events, such as Affordability Seminars, New Student Orientation, and other events as requested. Serve as a Financial Counselor to a select population of students. Assist in helping serve our students through Student Services and aiding in supporting our student staff. Aid in preparing work schedules for all student employees, ensuring appropriate staffing is in place for both the Wildcat Central front desk and call center. Assist in completing the hiring process for student staff and financial aid counselors needed. Initiate appropriate remediation for underperforming employees, including the creation and implementation of performance improvement plans, and termination if necessary. Participate in regular team meetings and training related to customer service and financial aid counseling. Engage in regular professional development opportunities. Develop and execute the process for Houston Bus Trip for both Fall/Spring including planning, booking, and communication with students. Maintain responsibility for golf cart transportation for students with acute injuries. Maintain responsibility for Wildcat Wheels offered to students, including communication and planning. C. Maintain and grow partnerships with offices currently served by Wildcat Central. Maintain campus-wide relationships to increase utilization of Wildcat Central by campus partners in regards to financial aid counseling. Serve as an advocate for students and families with regard to policies, communications, and financial aid counseling. Seek out opportunities to serve as the campus resource person for customer service issues. D. Assist in leading ACU in discussion and implementation of customer service innovations for students and families, maintaining ACU’s status as a national leader in student services. Seek out and identify new ways to provide quality service to students and/or families Identify and articulate customer service trends in both higher education and other industries Leverage existing ACU processes and systems to provide customer service synergies Develop operational strategies that: Anticipate student needs Communicate with parents as needed an allowed by FERPA Are proactive (vs. reactive) in nature Focus on preventative measures Meet student or parent needs in escalated situation Capture information/feedback that guides and informs strategy on customer service, student satisfaction, and serve as the informant for needed improvement on communication and/or customer service across campus (e.g., monitoring and reporting on number and type of incoming calls/walk-ins/emails; student satisfaction surveys, etc.) E. Responsible for completing various Wildcat Central office duties, including but not limited to: administrative support in person and over the telephone, scheduling, coordinating special projects, participation in various staff meetings for areas served by the Student Services area and other duties as assigned. Identify training needs and assist in development of training materials and work expectations. Maintain an orderly and welcoming work environment. Develop and maintain good working relationships with the various departments served by Wildcat Central. Engage in clear, welcoming, and helpful communication with families, including parents. Other duties as assigned.

Requirements

ACU is affiliated with the fellowship of the Church of Christ. This position requires the employee to be a professing Christian and to be willing to support the Christian mission of ACU.
Bachelor's degree required
Experience in customer service field
Ability to develop and interpret quantitative assessment instruments
Ability to create, execute, and see initiatives through to completion
Knowledge of procedural implementation
Proficient in Microsoft Office (Word, Excel, PowerPoint)
Excellent verbal and written communication skills
Strong and proven leadership abilities
Proven ability to manage multiple priorities simultaneously
Desire to work in a fast-paced, unpredictable environment
Tremendous interpersonal skills
Demonstrated ability to work in a team-based organization
Self-motivated and driven
Detail-oriented
Exceptional organizational skills
Frequent sitting
Ability to endure long periods of standing and walking
Ability to work irregular and/or extended hours as needed
Physical conditioning to maintain peak performance during long days
Able to handle stress well
Travel as needed (conferences, site visits, professional development events, etc.)

Nice To Haves

Strategic planning experience preferred
Ability to handle multiple initiatives at once
Ability to organize & manage high call and email volumes

Responsibilities

Assist in the financial aid counseling operations ensuring initiatives outlined in the strategic plan are executed.
Assist in financial aid communication strategy with current (and potentially perspective) students and families.
Assist in maintaining and growing partnerships with offices currently served by Wildcat Central.
Assist in leading ACU in discussion and implementation of customer service innovations for students and families, maintaining ACU’s status as a national leader in student services.
Assist in executing the financial counseling of ACU students, including financial communication efforts of the University in partnership with the Student Financial Services and Billing offices.
Serve on Financial Aid Appeals Committee
Assist in collaborating with the Academic Advising Center to maintain a successful relationship between teams.
Ensure that financial settlement e-mail communication is accurate, updated, and sent in a timely manner according to the financial settlement proactive communication calendar.
Aid in completion of call/email campaigns to students and parents before and after financial settlement
Help maintain a strong working partnership with Student Financial Services
Develop trust with both teams
Ensure dynamic and consistent communication with staff and customers in regard to financial aid
Work closely with the financial aid team to stay apprised of changes to university policies and procedures regarding the financial aid awarding processes
Stay up to date with changes in the financial aid environment through subscriptions to relevant associations (TASFA, NASFA, FSA)
Be proficient and knowledgeable in all areas of financial aid, including scholarships, loans, the FAFSA, federal and state aid, and other external sources where students might apply for more aid.
Provide communication to students about the status of their accounts, including FAFSA, loans, missing documentation, etc.
Support efforts to educate students and families about financial aid through events, such as Affordability Seminars, New Student Orientation, and other events as requested.
Serve as a Financial Counselor to a select population of students.
Assist in helping serve our students through Student Services and aiding in supporting our student staff.
Aid in preparing work schedules for all student employees, ensuring appropriate staffing is in place for both the Wildcat Central front desk and call center.
Assist in completing the hiring process for student staff and financial aid counselors needed.
Initiate appropriate remediation for underperforming employees, including the creation and implementation of performance improvement plans, and termination if necessary.
Participate in regular team meetings and training related to customer service and financial aid counseling.
Engage in regular professional development opportunities.
Develop and execute the process for Houston Bus Trip for both Fall/Spring including planning, booking, and communication with students.
Maintain responsibility for golf cart transportation for students with acute injuries.
Maintain responsibility for Wildcat Wheels offered to students, including communication and planning.
Maintain campus-wide relationships to increase utilization of Wildcat Central by campus partners in regards to financial aid counseling.
Serve as an advocate for students and families with regard to policies, communications, and financial aid counseling.
Seek out opportunities to serve as the campus resource person for customer service issues.
Seek out and identify new ways to provide quality service to students and/or families
Identify and articulate customer service trends in both higher education and other industries
Leverage existing ACU processes and systems to provide customer service synergies
Develop operational strategies that: Anticipate student needs Communicate with parents as needed an allowed by FERPA Are proactive (vs. reactive) in nature Focus on preventative measures Meet student or parent needs in escalated situation Capture information/feedback that guides and informs strategy on customer service, student satisfaction, and serve as the informant for needed improvement on communication and/or customer service across campus (e.g., monitoring and reporting on number and type of incoming calls/walk-ins/emails; student satisfaction surveys, etc.)
Responsible for completing various Wildcat Central office duties, including but not limited to: administrative support in person and over the telephone, scheduling, coordinating special projects, participation in various staff meetings for areas served by the Student Services area and other duties as assigned.
Identify training needs and assist in development of training materials and work expectations.
Maintain an orderly and welcoming work environment.
Develop and maintain good working relationships with the various departments served by Wildcat Central.
Engage in clear, welcoming, and helpful communication with families, including parents.
Other duties as assigned.