Financial Aid Counselor II

Date Revised: 11/19/2019

JOB DESCRIPTION

Job title: Financial Aid Counselor II

Job Category: Exempt

PCLS: 30134

Salary Grade: E

Summary

Incumbents in the Financial Aid Counselor series advise students and parents regarding financial aid processes and provide information on available programs, procedures, and eligibility. Incumbents evaluate students' financial aid requests and make award adjustments and recalculations on complex financial aid issues.

Distinguishing Characteristics

The Financial Aid Counselor II is distinguished from the Financial Aid Counselor I in that incumbents in the II level are expected to possess the knowledge and experience to manage responsibilities of a more complex nature.

Reporting and Supervisory Responsibilities

The Financial Aid Counselor II reports to a Director, Associate Director, or Assistant Director. This classification trains and guides other employees (full-time, student, or both).

Typical Functions

1. Provides helpful, appropriate, and accurate information about available financial aid opportunities, eligibility requirements, the application process, costs, indebtedness, campus resources, and money management/planning by counseling with prospective and continuing students and parents via phone, email, and in person. Individualize information to the particular needs and situation of the student/family and go beyond initial questions to ensure a comprehensive level of service and student support. Defuse difficult situations with dissatisfied or confused students, parents, and colleagues.

2. Meets customer needs, research and offer options and solutions, own and resolve problems, and follow up in a timely, helpful, and professional manner to ensure a positive experience and full customer satisfaction without unnecessarily referring to other staff members/departments. Act as the first point of contact for specialists and student employees regarding any customer service needs.

3. Takes a consistent, proactive approach to ensure timely delivery of financial aid, identifying and solving potential issues or delays for assigned section of the student body. This includes

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Financial Aid Counselor II

Date Revised: 11/19/2019

JOB DESCRIPTION

identifying patterns and developing creative and effective solutions and communications to drive student success and remove barriers to financial support in seamless and supportive ways.

4. Analyzes and evaluates financial aid eligibility for students, including performing verification, determining and offering appropriate awards, resolving discrepancies, completing Return of Title IV calculations, and adjudicating appeals. Determine documents needed to confirm student participation, complete verification, and/or resolve conflicting information, working closely with students, parents, and faculty as needed to collect appropriate documentation. Meet all deadlines as defined by federal and institutional requirements.

5. Consistently participates in training, self-directed reading, professional development, professional associations, and training activities/conferences that foster professional growth and increased ability to understand, synthesize, and apply complex and changing federal, state, and institutional requirements to individual situations.

6. Assists with outreach/recruiting efforts as required, including preparing and presenting information about federal financial aid, state grant programs, scholarships, employment, and money management/budgeting for various university, high school, and community groups. Serve as an ambassador for the university at all times, including promoting its benefits, furthering its goals, and representing the best of USU in every interaction.

7. Reviews and adjudicates appeals for academic progress and professional judgement decisions. Use critical thinking and thorough knowledge of federal regulations and institutional policies in order to handle and resolve complex circumstances and issues, while supporting student needs and institutional goals and initiatives. Adjust students’ aid eligibility when appropriate and based on documented circumstances, in accordance with federal requirements.

8. Participates in all meetings and committees as assigned, and in the active development and implementation of departmental procedures. Contribute value by supporting needed changes, thinking critically, and offering creative and positive solutions.

9. Serves as a strong advocate for student success, coordinating and collaborating effectively, respectfully, and professionally with other staff and campus partners. Actively establish positive and cooperative relationships with colleagues and make positive contributions to office culture, morale, and productivity.

10. Consistently demonstrates mastery of financial aid concepts and institutional processes, as well as exceptional customer service and collaboration with other team members.

11. Fulfills additional assigned responsibilities, demonstrating ownership and leadership in critical office functions, such as the following: loading ISIRs, running computer batch processes/awarding, error detection and remediation, collecting and updating consumer information/disclosures, loan processing/problem research and resolution, Pell processing, transfer monitoring, collection/evaluation of data required for internal and external reporting requirements, improving student communication, specific training and support for new or remote employees, etc.

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Financial Aid Counselor II

Date Revised: 11/19/2019

JOB DESCRIPTION

12. Takes the initiative to function as a problem solver and strong leader within the office by drawing on financial aid and other experience; actively establishing credibility among peers; researching laws, regulations, guidance, and best practices; and regularly reaching out to other staff members to mentor, strengthen, and promote excellence. Willingly seek out, accept, and complete additional ad hoc assignments from office leadership team.

13. Performs other miscellaneous job-related duties as assigned.

Knowledge, Skills, and Abilities

1. Demonstrated commitment to student access, support, and success.2. Excellent customer service skills, maintaining confidentiality and a friendly, positive demeanor,

even in difficult or demanding situations.3. Ability to continually self-assess and make incremental improvements, focusing on areas of

personal control that can contribute to a dynamic, efficient, and effective aid office.4. Strong interpersonal communication, presentation, and active listening skills, as well as the

ability to collaborate and work effectively and objectively with a wide range of constituencies in a diverse community.

5. Knowledge and practical application of federal, state, and institutional laws, regulations, and policies pertaining to student financial aid.

6. Friendly attitude that consistently displays positivity, high energy, and enthusiasm.7. Skilled in the use of personal computers and related software applications.8. Ability to think critically, analyze/solve problems, and make evaluative judgments and

independent decisions, weighing student needs with requirements for institutional compliance and other objectives.

9. Strong attention to detail and commitment to accuracy.10. Flexibility and adaptability when faced with changing priorities.11. Demonstrated ability to manage multiple competing priorities and work under pressure in high-

stress situations and a fast-paced environment with frequent interruptions.12. Ability to learn quickly and retain, assimilate, and apply complex information.13. Strong initiative and work ethic, demonstrating integrity and reliability in fulfilling

responsibilities, as well as resourcefulness in planning work assignments and implementing improvements.

14. Ability to effectively lead, support, direct, and train other staff members and student employees.

Minimum Qualifications

Bachelor’s degree and a minimum of three years of experience is required.

Work Environment and Physical Requirements

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Financial Aid Counselor II

Date Revised: 11/19/2019

JOB DESCRIPTION

Employees work indoors and are protected from weather and/or contaminants, but not necessarily occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

Fundamental Abilities

Within the scope and complexity of each position’s responsibilities, each incumbent is expected to possess and demonstrate the following abilities:

1. Communicating : Communicates effectively both verbally and in writing. 2. Problem solving : Analyzes information and evaluates results to select the best solution and solve

problems. 3. Monitoring : Measures performance of self; makes improvements and takes appropriate

corrective action.4. Critical Thinking : Comes to well-reasoned conclusions, solutions, and approaches to problems.5. Team Building : Works to create a team-based environment. Consistently demonstrates

cooperative behavior with colleagues, supervisors, and customers.6. Active Listening : Gives full attention when others are speaking; listens to understand, asks

questions as appropriate, and does not interrupt.7. Service Orientation : Actively seeks opportunities to help others.8. Conflict Resolution : Acts professionally when encountering customers who, at times, may be

frustrated or threatening.

Core Characteristics

As representatives of Utah State University and primary contributors to its mission, all employees are expected to demonstrate the following characteristics:

1.

2. Take initiative3. Maintain confidentiality.4. Be accountable.5. Behave ethically.6. Be honest and trustworthy.7. Demonstrate a strong work ethic.

8. Be inquisitive.9. Be detail oriented.10. Be self-motivated.11. Efficiently manage multiple tasks.12. Be a team player.13. Be committed to improving USU.

Disclaimer

This position description indicates the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to the position.

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