Support Professional, Financial Aid - One Stop Specialist Lakeshore Campus

Grand Rapids Community College • Grand Rapids, MI

1d • Onsite

About The Position

The One Stop Specialist - Financial Aid Support Professional is responsible for the day-to-day customer service functions of the Lakeshore Campus. This is a high traffic, first line of contact for numerous services on campus. This includes assisting prospective, new, and current students in all aspects of the enrollment and financial aid processes. This position takes the lead with various admissions, enrollment and financial aid functions and works with other departments to provide excellent customer service to all students, staff and faculty of the college. This person serves as the resident expert on financial aid processes. Other responsibilities will include working with the Executive Director of Financial Aid to ensure quality and responsive services through various forms of communication and assisting with admissions processes. In addition, this position will assist in the supervision of student employees.

Requirements

• Associate’s degree required or comparable combination of relevant education and experience
• Minimum of three (3) years of experience in a customer service position required, preferably in higher education
• Experience working with the administration of federal student financial aid programs and admissions preferred
• Finalists must possess excellent proofreading skills and have aptitude for detailed work.
• Responsibility
• Teamwork
• Adaptability
• Listening
• Achievement
• Information Skills
• Display patience, diplomacy, and excellent public relations skills; project professional image.
• Ability to serve students of diverse backgrounds, educational levels, and linguistic abilities.
• Must be efficient and possess good organization, problem solving, decision making, and complaint resolution skills.
• Must use good independent judgment in handling sensitive or difficult situations.
• Must maintain highest level of confidentiality
• Ability to lift and move up to 25 pounds
• Ability to sit for extended periods of time
• Able to work indoors in an office setting with extended computer usage daily.
• Ability to work evenings and weekends as needed
• Ability to handle frequent interruptions.
• Travel to off site locations may be required

Nice To Haves

• Fluency in Spanish preferred

Responsibilities

• Serve as a highly professional representative of the GRCC Lakeshore Campus and the primary point of contact for financial aid, and assist Admissions One Stop Specialist.
• Greet and direct students and visitors promptly; assist with questions/concerns, and serve as the Lakeshore Campus �welcome� ensuring a positive first impression.
• Serve as the lead for triaging, prioritizing, and organizing the front desk, ensuring efficiency in a high-traffic, fast-paced environment.
• Answer phone calls in a courteous, friendly, timely, and professional manner.
• Provide extensive information regarding GRCC student services including financial aid, admissions, enrollment, student accounts, and academic support.
• Assist students and parents with understanding and interpreting financial aid awards, FAFSA verification processes, student accounts, and tuition payments.
• Assist students in completing and submitting applications for FAFSA, tuition payment plans, GRCC Foundation scholarships, and GRCC admissions.
• Take a lead role in resolving front-line complaints and student frustrations at the Lakeshore Campus related to financial aid, enrollment, or other student services, escalating as necessary.
• Provide and disburse essential information related to Student Financial Services, Student Records, and the Bookstore.
• Provide support for administrative and instructional staff as appropriate
• Provide support and assistance with program projects as required
• Maintain accurate records, files, and office activities with strict standards of confidentiality.
• Assist with room setups, guest speaker needs, and Lakeshore Campus events, including Fall/Spring Open Houses, Orientation, and Ready, Set, Enroll.
• Track, analyze, and report financial aid interactions, enrollment trends, and service needs at the Lakeshore to inform lakeshore campus-wide improvements.
• Assist with Lakeshore website updates and maintenance, ensuring accurate information is available to students.
• Assist students in navigating online platforms, including MyGRCC portal, Online Center, Academic Advisement, registration, and personal data changes.
• Maintain strict confidentiality of financial data, student records, and sensitive information in compliance with FERPA, and other regulatory policies.
• Attend regular professional development and training in financial aid.
• Be flexible in scheduling to allow for evening, weekend, and additional hours as requested by the supervisor.
• Assist with coordination of New Student Orientation sessions at Lakeshore Campus when necessary.
• Cross train with other Lakeshore APSS to provide assistance when necessary.
• Use of various technology tools for manage tasks and communications (Element 451, Qless, Acuity, Sierra, Zoom, etc)
• Performs other related duties as assigned

Benefits

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time .
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership .
• Continuous Learning: Career development and educational opportunities .
• Retirement Plans: Secure your future with our retirement options including a state retirement plan .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree