Financial Aid Customer Service Representative

Houston Community College•Houston, TX

1d•Onsite

About The Position

The Representative, Financial Aid Customer Service provides customer service to students, parents and general public via various communication methods to support the daily operation of the Financial Aid Department. This position will provide secretarial/clerical support as needed.

Requirements

High school diploma/GED required
1 year of customer service experience required, preferably in a Student Financial Aid Office (experience may include awarding financial aid, counseling/advising, accounting, federal/state administration, etc.)
Experience working with security sensitive and confidential records
MS Office Programs
Information Management Systems
Budget Management
Knowledge of federal, state and institutional financial aid programs
Valid Texas Driver License

Nice To Haves

Associate’s degree preferred
May have to work beyond the normal schedule

Responsibilities

Comply with all Family Educational Rights and Privacy Act (FERPA) regulations.
Greet students at the front counter/desk or over the phone.
Perform clerical tasks for the Financial Aid Office and provide assistance with office equipment such as copiers and fax machines. Order and maintain office supplies and tracks inventory on all information sheets and pamphlets.
Ensure the “Who’s Next” system is accurate and current.
Provide students with accurate information regarding the financial aid application and award process.
Adhere to all job expectations and customer service plan requirements.
Attend all mandatory trainings, meetings and request additional assistance when needed. Trainings may include, but are not limited to, traveling to various HCC locations including the District Office for extended lengths of time.
Stay abreast of regulatory changes and ensure the information provided to students is accurate and up-to-date.
Assist students and their families in a timely and professional manner. Ensure students feel welcome in the Financial Aid Office, and are treated with the highest level of respect, professionalism, and integrity.
Provide students with a confidential setting (if requested) and ensures that sensitive matters are treated appropriately.
Enter data into the PeopleSoft system accurately and in accordance to office policies and procedures.
Handle difficult customers professionally and with respect.
Assist parents and students with the financial aid application process and address questions or concerns, using various communication methods (email, phone, in-person, text, etc.).
Provide coverage at various HCC Financial Aid Office locations as needed.
Work with the HCC Financial Aid Call Center to help meet student needs and resolve student issues.
Work with other Student Services Departments to assist students with unusual situations and resolve issues to enable the student to be academically successful.
Perform other duties, tasks and assignments as required.