Financial Aid Support Specialist

Position Information

This position serves as the initial point of contact for students, parents, and the campus community by providing accurate information, resolving routine eligibility issues, and determining appropriate referrals to Financial Aid Coordinators when necessary. This position will also maintain a comprehensive working knowledge of federal Title IV, state, and institutional financial aid policies, procedures, and regulations, or the ability to be trained to that level.

Job Description Summary

Track and document daily student interactions, including in-person and virtual appointments, using Navigate or other designated systems.

Minimum Qualifications

• EDUCATION AND EXPERIENCE
  • A high school diploma, GED, or equivalent required.
  • Three years of customer service experience working with a diverse population required, preferably in a community college or higher education setting.
  • An associate degree preferred.

Essential Duties

• Serve as the first point of interaction for students and parents entering the Student Financial Aid Office, supporting an average of over 800 visitors per month.
• Provide accurate and compliant financial aid information related to applications, eligibility, documentation requirements, and office procedures in accordance with federal and state regulations.
• Review and assess incoming financial aid documents for accuracy, completeness, and compliance for more than 15,000 applicants annually.
• Interpret student financial aid records within the Colleague system to address questions, identify discrepancies, and resolve routine issues prior to escalation.
• Assist students with completion of the FAFSA and other required financial aid applications using web-based platforms.
• Complete, certify, and process third-party verification forms, including consortium agreements and Department of Rehabilitation Services forms, etc.
• Retrieve, document, and respond to student inquiries received via phone, email, and other communication channels.
• Perform document imaging, indexing, and posting within the Colleague database in accordance with records management and compliance standards.
• Maintain adequate supplies of applications, brochures, and informational materials in public service areas.
• Support institutional initiatives by participating in call campaigns related to registration and enrollment efforts.
• Aid with undeliverable funds reports and related follow-up actions.
• Assist with financial aid workshops and outreach activities.
• Deliver consistent, high-quality customer service while maintaining confidentiality and compliance with FERPA and financial aid regulations.
• Perform related duties as required to support office operations and student success.

Knowledge, Skills and Abilities

• Working knowledge of federal Title IV, state, and institutional financial aid regulations, or the ability to acquire this knowledge through training.
• Proficiency in the use of automated systems and databases, including Colleague or comparable financial aid management systems.
• Strong analytical and organizational skills with the ability to review, interpret, and process detailed financial information accurately.
• Proficiency in Microsoft Office and related software applications.
• Ability to work independently while exercising sound judgment, as well as collaboratively within a team environment.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage a high-volume workload while maintaining accuracy and compliance.

Job Requirements

• PHYSICAL REQUIREMENTS
  • Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls.
  • Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, a personal computer, calculator, copier, and fax machine.
  • No significant climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping and repetitive motions.
• OTHER REQUIREMENTS
  • Ability to communicate effectively in spoken and written standard English.
  • Ability to present acceptable documentation showing that you are a U.S. citizen or a resident authorized to work in the U.S.
  • Ability to manage a high-volume workload while maintaining accuracy and compliance.

Accommodations

To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. Prince George’s Community College provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Accommodation determinations are made on a case-by-case basis.

Background Check Statement

Prince George’s Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check.

Special Instructions to Applicants

This position offers a comprehensive benefits package, including paid time off, paid holidays, retirement plans, and health and welfare coverage. This position is eligible for overtime and shift differential pay.