Student Financial Services Counselor

Roberts Wesleyan University•Rochester, NY

1d•Onsite

About The Position

At Roberts Wesleyan University, Student Financial Services comprises both Financial Aid and Student Accounts. The Student Financial Services Counselor is responsible for processing of financial aid and student account functions including counseling and supporting students regarding all aspects of paying for University. Within a centralized student financial services structure, this position is responsible for supporting a variety of populations, including providing counseling to all students and parents on financial issues, financial aid packages, billing questions, and payment plan management. This position serves as the first point of contact for student inquiries in the Office of Student Financial Services.

Requirements

Bachelor’s degree required.
Excellent listening and counseling skills, including the ability to discern information, handle sensitive situations with confidence and formulate the best plan/resource to assist students
Expert understanding and proficiency with computerized information and billing and financial aid systems
Strong communication skills, including the ability to communicate with credibility and confidence to various constituencies and across different departments, as well as government and other agencies
Excellent customer service skills, including the ability to handle sensitive situations with confidence and display unconditional positive regard
Strong ability to identify, analyze, and solve problems and develop cohesive and practical solutions that fit the department policies, practices, and methods
Commitment to detail and quality work that is reliable and consistent
Ability to organize work in a systematic way and manage time effectively
Excellent math and calculations with speed and accuracy
Working knowledge of federal financial aid regulations
Proficiency in Google and Microsoft suite software
Value teamwork and work well with others

Nice To Haves

experience in PowerFAIDS or PowerCAMPUS preferred

Responsibilities

Counseling (70%) Participate in meeting the guidance and informational needs of students and families through individual counseling, written correspondence, training sessions and orientation programs
Completes proactive outbound call/email campaigns to move students through an aid application and financing processes
Advise prospective and returning students and families regarding financial aid options, application processing, and other issues related to education finance including bill payment options and the status of their account
Engage in proactive efforts to assist students in the completion of their applications, financial literacy activities, and the financing of their education including assisting students with payment arrangements
Assist students with the completion of required financial aid forms and electronic processes such as the Free Application for Student Financial Aid (FAFSA), master promissory notes, entrance loan counseling and other related documents
Assists in outgoing call campaigns; deadline reminders, collection outreach and other notifications as necessary
Maintains professionalism and exceptional customer service; even during occasional emotionally charged conversations
Responds to inquiries with accurate and timely information
Communicates and works with other student services offices to timely and effectively resolve student inquiries
Timely documents pertinent information or discussions with students in PowerFAIDS and PowerCAMPUS
Serves as “on-call” counselor when necessary. This includes phone, walk-in, and appointment counseling
Program Management (25%) Helps to ensure the effective operation of the student financial services office by utilizing knowledge and expertise in systems management and applying it to the office operations
Ensures effective operation of the area of responsibility within the Student Financial Services Office by developing and recommending policies, adapting the systems to maximize efficiency, working collaboratively with colleagues, and performing duties as assigned
General Responsibilities (5%) Responsible for providing high quality correspondence, informational materials, and program documentation
Make recommendations on policies and procedures, content and design of forms, office operations and customer service matters
Engage in University-wide initiatives to support student success, achieve strategic growth, and build sustainable foundations
Special projects and additional duties as assigned to enhance the level of service and commitment to students, their families and the University