Description

Position Summary

The Financial Aid Officer delivers high-quality, student-centered financial aid services to prospective and current students within the School of General Studies. This role is responsible for the accurate and timely execution of financial aid processes, while ensuring a responsive, empathetic, and solutions-oriented student experience.

As a primary point of contact, the Financial Aid Officer engages with students navigating complex financial circumstances and must be able to communicate complex information clearly, build trust, and provide practical, actionable guidance. The role requires strong attention to detail, sound judgment, and the ability to manage a high volume of work while maintaining accuracy and professionalism.

Working as a generalist practitioner, the Financial Aid Officer supports a broad student population and contributes to a consistent, accessible, and collaborative service model, partnering effectively with colleagues and campus stakeholders to support positive student outcomes.

 
Responsibilities

• Provide student-centered financial aid counseling to prospective and current students, delivering clear, accurate, and accessible guidance on application processes, eligibility, financing options, and debt management.
• Serve as a frontline representative of the Office of Educational Financing, ensuring a professional, responsive, and supportive experience across all student interactions.
• Review financial aid applications and supporting documentation to determine completeness and eligibility for federal, state, and institutional aid programs.
• Perform needs analysis and prepare financial aid awards within established guidelines, ensuring accuracy and compliance with Title IV and institutional policies.
• Process federal verification, loan origination, and adjustments to financial aid awards in accordance with regulatory requirements and internal procedures.
• Respond to student inquiries in a timely and thoughtful manner, resolving routine issues and exercising sound judgment in escalating more complex matters.
• Participate in student-facing services, including walk-in advising, virtual consultations, and orientation sessions, contributing to a welcoming and inclusive service environment.
• Maintain accurate student records in financial aid systems and ensure data integrity.
• Collaborate with internal partners to support coordinated, seamless service delivery and resolve student account issues.
• Identify recurring student concerns or service gaps and share insights with leadership to support continuous improvement.
  Perform other related duties as assigned.

Level of Responsibility

• Works under general supervision of the Associate Director, with clearly defined policies, procedures, and service expectations.
• Exercises independent judgment within established parameters to review documentation, determine eligibility, and process standard financial aid transactions.
• Responsible for delivering a consistent, high-quality student experience, including professionalism, responsiveness, and accuracy.
• Escalates complex, sensitive, or non-routine issues—including policy interpretation, exception requests, and compliance-related matters—to senior staff.

Requirements

Minimum Qualifications

• Bachelor’s degree or equivalent required.
• Minimum of 2–3 years of experience in financial aid administration, student services, or a related field.
• Demonstrated ability to deliver high-quality customer or student service, including managing sensitive conversations with professionalism, empathy, and discretion.
• Strong communication skills, with the ability to explain complex policies and financial concepts clearly and effectively to diverse audiences.
• Proven attention to detail and ability to manage high-volume, deadline-driven work while maintaining accuracy.
• Demonstrated ability to apply established policies and procedures consistently and exercise sound judgment in routine decision-making.
• Strong organizational and time management skills, with the ability to prioritize and manage competing demands.
• Ability to work collaboratively with colleagues and campus partners to support a coordinated service approach.
• Proficiency in Microsoft Office; experience with financial aid systems such as PowerFAIDS preferred.

Preferred Qualifications

• Experience in a higher education financial aid office.
• Working knowledge of federal financial aid regulations (Title IV) and needs analysis.
• Experience in a student-facing advisory or counseling role, with responsibility for guiding individuals through complex processes or decisions.
• Demonstrated ability to identify service improvements or process efficiencies and contribute to enhancements in service delivery.
• Experience working in a fast-paced, service-oriented environment with a focus on student or customer experience outcomes.