Senior Online Student Financial Services Counselor

Lackawanna College•Scranton, PA

19d

About The Position

The Student Financial Service Counselor is a student-centered services position providing a high level of customer service to students, families, prospective students, and college staff. The counselor serves as a content expert on federal, state, and institutional financial aid applications and awards, eligibility criteria, payment options, and processing. The role supports enrolled and prospective students through the financial aid application process and explains policies and awards to make the experience as seamless as possible. The counselor reviews and verifies aid eligibility, calculates funding, explains award packages, manages incoming application files, monitors enrollment and financial records, and supports scholarship and grant communications. The position also researches and analyzes student financial histories, coordinates with departments and satellite locations, participates in office meetings and College activities, and helps students understand their financial aid and payment options. A bachelor's degree is required; a minimum of five years of financial aid knowledge in a student-service role in an educational environment is preferred.

Requirements

Bachelor's degree.
Demonstrated previous experience with the financial aid process in higher education.
Must be in good standing with Title IV loans to obtain access to the National Student Loan Data System (NSLDS).
Excellent interpersonal skills and ability to work collaboratively with internal and external customers.
Ability to provide a high level of customer service and counsel impartially and without judgment while maintaining confidentiality.
Ability to manage multiple competing priorities, stay organized, attend to detail, follow through, and meet deadlines.
Professionalism, flexibility, and ability to work as a team member.
Ability to represent the College publicly and present to large audiences.
Strong computer and internet skills, including Microsoft Word, Excel, and PowerPoint.
Ability to find solutions within Financial Aid guidelines.
Availability to work some evenings and weekends as needed for Open Houses, Orientations, Dorm Move-In, and other assigned workshops or seminars.

Nice To Haves

Preferred minimum of five years of financial aid knowledge in a position responsible for processing and providing quality service to students and families in an educational environment.
Experience with financial aid delivery systems; experience with Starfish, Salesforce, Jenzabar, and PowerFaids is highly desirable.

Responsibilities

Explain financial aid award packages, program eligibility, and total award amounts to students and families.
Review and verify FAFSA results and student eligibility for financial aid programs; identify award availability and calculate funding.
Coordinate incoming requests and documentation submissions, monitor student enrollment, and explain award recalculations.
Assist with Student Financial Services presentations and provide general guidance on federal, state, and institutional aid programs.
Ensure compliance with federal verification standards by checking FAFSA data against corresponding federal tax returns.
Resolve discrepancies in financial aid information and explain and enforce federal, state, and College policies.
Conduct individual interviews and information sessions with current and prospective students and families about aid options, requirements, application processes, and payment options.
Research, verify, analyze, and assess student financial histories, including defaulted loans and repayment obligations at other institutions.
Provide guidance and resolve customer issues while maintaining a high-quality customer experience.
Provide counseling on Return to Title IV (R2T4) funds and explain Title IV refunds and repayments, including related U.S. Department of Education and NSLDS notifications.
Assist with FAFSA processing and review financial aid applications for accuracy.
Conduct follow-up to obtain required documentation for federal and state funding agencies.
Assist the Associate Director of Student Accounts for Student Financial Services with outreach regarding past-due accounts.
Help veterans and their dependents complete certificates of eligibility and other documentation to obtain entitled benefits.
Participate in Office of Student Financial Services meetings, College events, and other activities.
Process cash, check, credit-card, and debit-card payments.
Maintain current knowledge of federal and state regulations.
Perform other duties as assigned.