Providing a high level of customer service to students and institutional partners, the senior financial aid counselor will have a primary responsibility for responding to inquiries and appeals regarding financial assistance and informing and advising students and campus partners about financial aid eligibility, application procedures, costs and financial policies, individualizing information to the particular needs and situation of the student. The incumbent will make initial evaluations of financial need and eligibility from a variety of sources including institutional guidelines, enrollment data, documentation and personal interviews to recommend financial aid distribution. Additionally, the person will also serve as the liaison with the finance office, fostering the highest level of communication between staff in both offices and will respond to reporting requests from other staff regarding financial aid. This position also shares in assisting with other department duties as needed including data entry, data management, organizing bulk mailings and other activities as assigned.
Essential Functions listed in order of importance :
- Provide excellent customer service by phone, in writing, or in person, counseling students and college partners about financial aid eligibility, application procedures, costs and financial planning; individualizing information to the needs and situations of particular students. Act as first point of contact for prospective students via multiple outlets (shared emails, phone, live chat, etc.) about program components, application process, etc.
- Analyze/evaluate eligibility and use professional and fact-based judgment to recommend awards and/or adjustments to student financial aid to meet enrollment targets. Enter information in our CRM (Salesforce) and send award notifications to students selected to receive financial assistance. Maintain accurate records of financial assistance and monitor and report on assigned program budgets and expenditures.
- Work collaboratively with a subset of our affiliated institutions to determine the financial assistance needs of their students.
- Assist in the development and improvement of various financial aid processes, specifically leveraging the use of technology and CRM systems (Salesforce) to provide support for decision-making reports.
- Execute financial aid workshops and outreach programs for external and internal stakeholders. Respond to ad hoc requests for financial aid reports and information.
- Conduct recruitment visits to 4-6 affiliated campuses each semester. Represent TWC at programs, events and conferences as needed
Education and Experience an equivalent combination of education, training, and experience will be considered :
- Bachelor's degree or relevant work experience required
- 1- 4 years of experience in a Financial Aid and/or Admissions Office in a college or university setting is preferred. Related experience considered.
Knowledge, Skills, and Abilities which are critical to the successful performance of the job. These may be representative but not all inclusive of those commonly associated with the position :
- Experience with Salesforce or similar CRM system preferred
Equipment Used to Perform the Job which may be representative but not all inclusive of those commonly associated with this position :
- Ability to communicate effectively, both in writing and orally. Confidence speaking in small/large groups and with people from diverse backgrounds
- Ability to maintain a high degree of accuracy in data entry with minimal errors
- Ability to manage multiple projects and work collaboratively
- Ability to work efficiently under pressure and around deadlines
- Ability to work independently
- Ability to main confidentiality
- Ability to provide excellent customer service to all stakeholders
- Proficiency in MS Office with strong knowledge of Excel and Word
- General knowledge of higher education and financial aid
Physical Abilities commonly associated with the performance of the functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform described essential functions of this job. These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of this job.
- Standard office equipment including a facsimile machine, photocopier, and telephone system
- Personal Computer, job-related software and printer
This job description is no way states or implies that these are the only duties performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.
- The employee may frequently lift and/or move up to 25lbs. Specific vision abilities required by this job include close vision, distance vision, precise hand-eye coordination, and the ability to identify and distinguish colors. While performing the duties of this job, the employee is regularly required to sit, use repetitive wrist, hand, and/or finger movement, reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, and crawl.
Certain job functions described herein may be subjected to possible modification in accordance with applicable state and federal laws.