Student Financial Services Counselor

Job Summary

The Financial Aid Counselor is a motivated and detail-oriented professional responsible for maintaining a comprehensive understanding of federal, state, and institutional student aid programs, regulations, and procedures. This individual works closely with students, families, faculty, and staff in a collaborative and diverse environment, providing high-quality counseling and support throughout the financial aid process. The Counselor supports systems and operational functions within the Office of Student Financial Services (SFS), including data integration, scheduled event maintenance in Power FAIDS, and assisting with system oversight. They collaborate with the Associate Director and SFS staff to counsel students and families regarding financial aid eligibility, verification, need analysis, and financing options. The role also regularly partners with departments such as Undergraduate Admissions, Graduate and Adult Education, Residence Life, and Student Activities.

Essential Functions

• Maintain strict confidentiality of all SFS activities and student records.
• Deliver high-quality customer service to students, families, and campus partners.
• Provide financial aid counseling to prospective and current students/families, including guidance on aid programs, verification, award packages, and financing options.
• Respond promptly to student inquiries (phone, email, walk-ins, virtual) within a 24–48 hour timeframe.
• Assist students and families with general financial aid, student account, and academic-related questions.
• Monitor the financial aid/student balance hold list each semester.
• Support communications related to missing documents, verification items, and processing follow-up.
• Use a holistic, best-practice-based counseling approach to support traditional, graduate, and adult learners throughout their educational journey.
• Collaborate closely with key student service offices including Student Accounts, Registrar, Admissions, Residence Life, Navigation, S.O.L.A.R., GAE, and the Holleran Center to resolve student issues and ensure coordinated support.
• Aid in importing and exporting all financial aid files through ED Connect, including ISIRs, corrections, COD origination/disbursement files, and reject resolution.
• Avoidance of federal aid program compliance related to aggregate loan limits, Pell LEU, UEH reviews, and student notifications.
• Create and maintain custom and standard reports, selection sets, and other Power FAIDS functions to enhance processing efficiency.
• Support monthly and annual federal and state aid reconciliation processes to ensure regulatory compliance.
• Manage student employment program eligibility and coordinate with Human Resources on student worker and graduate assistant hiring and employment documentation.
• Aid in maximizing federal, state, and institutional work-study funding and maintain student employment data in Power FAIDS and COD.
• Aid in completing annual reports and internal reporting needs.
• Lead or contribute to internal training and professional development initiatives that enhance compliance, service excellence, communication, and inclusive practices across the organization.
• Promote a high standard of customer service by modeling responsive, solutions-oriented interactions with students, clients, colleagues, and external partners.
• Represent the university at recruitment and outreach events, including open houses, orientations, and community engagement programs.
• Perform additional duties as assigned to support departmental and organizational needs.

Qualifications/Education

• Commitment to the organization’s mission, values, and service-oriented culture.
• Bachelor’s degree required; Master’s degree in a related field preferred.
• Experience in financial aid, student financial services, or a related field preferred.
• Strong proficiency with Power FAIDS, ED Connect, COD, NSLDS, and related systems a plus.
• Excellent analytical, documentation, and problem-solving skills.
• Strong interpersonal, communication, and conflict-resolution abilities.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing regulatory environments.
• Ability to maintain confidentiality and exercise sound judgment.