Financial Aid Representative

Hope College•Holland, MI

43d

About The Position

The Financial Aid Representative serves with a team of seven financial aid professionals, providing exceptional customer service while performing a variety of functions to support the administrative team members and the operations of the Office of Financial Aid. Serving as the primary customer service position, this team member fosters a friendly, supportive and welcoming environment for students and parents and takes a lead role in advising students/families with all aspects of the financial aid process. Additionally, the Financial Aid Representative is responsible for efficiently executing front office activities and actively supports the work of the financial aid administrative team. This invaluable team member reports to the Associate Director of Financial Aid. PRIMARY DUTIES AND RESPONSIBILITIES: Provide excellent customer service by providing problem resolution and advising students and parents regarding all aspects of the financial aid process including FAFSA, loan applications/materials, financial aid offer notices, the various financial aid programs, billing procedures, financial aid policies, and student/parent loan options. Manage the Office of Financial Aid email account; responding to inquiries, addressing issues and forwarding to appropriate staff when necessary. Effectively utilize internal and external financial aid systems including but not limited to Banner, Slate, National Student Loan Data System (NSLDS), Common Origination and Disbursement (COD), FAFSA Partner Portal, and studentaid.gov. Maintain complete and accurate paper and electronic student records. Process incoming and outgoing documents including imaging and indexing, paper file maintenance, and system updating. Maintain the office website including making student/parent electronic forms available annually. Supervise office student employee(s) including hiring, training and coordination of work. Manage general office supply orders, coordinate office equipment maintenance and print/mailing jobs. Coordinate requests for information from various College departments and execute student outreach for application follow-up, account balance issues, etc. Assist administrative team members with various duties and projects including data entry, policy and procedure documentation updates, and verification tracking. Other duties as assigned to support the overall functions of the Office of Financial Aid.

Requirements

Associate Degree (or equivalent) preferred with at least three years experience in a similar customer service position, preferably in higher education
Ability to communicate effectively and work cooperatively with a diverse student, staff and business partner population. Must be personable, energetic and possess a strong desire to provide exceptional customer service.
Strong command of the Microsoft Office suite required and experience using the Banner Student Information System preferred.
Ability to manage multiple assignments and work effectively with many interruptions is essential. Ability to plan and work independently and as a team member.
Willingness and ability to adapt to changing technologies and responsibilities

Nice To Haves

Experience working with the administration of federal and Michigan student financial aid programs preferred
Experience using the Banner Student Information System preferred.

Responsibilities

Provide excellent customer service by providing problem resolution and advising students and parents regarding all aspects of the financial aid process including FAFSA, loan applications/materials, financial aid offer notices, the various financial aid programs, billing procedures, financial aid policies, and student/parent loan options.
Manage the Office of Financial Aid email account; responding to inquiries, addressing issues and forwarding to appropriate staff when necessary.
Effectively utilize internal and external financial aid systems including but not limited to Banner, Slate, National Student Loan Data System (NSLDS), Common Origination and Disbursement (COD), FAFSA Partner Portal, and studentaid.gov.
Maintain complete and accurate paper and electronic student records. Process incoming and outgoing documents including imaging and indexing, paper file maintenance, and system updating.
Maintain the office website including making student/parent electronic forms available annually.
Supervise office student employee(s) including hiring, training and coordination of work.
Manage general office supply orders, coordinate office equipment maintenance and print/mailing jobs.
Coordinate requests for information from various College departments and execute student outreach for application follow-up, account balance issues, etc.
Assist administrative team members with various duties and projects including data entry, policy and procedure documentation updates, and verification tracking.
Other duties as assigned to support the overall functions of the Office of Financial Aid.