Student Financial Services Counselor

About the role

The Student Financial Services Counselor serves as a vital resource for prospective and continuing students and their families by providing comprehensive, accurate, and student-centered support related to financial aid, billing, and tuition collection. This position is responsible for packaging aid, advising on eligibility and special circumstances, answering financial and billing questions, and ensuring compliance with institutional, state, and federal policies. The Counselor partners with departments across the university to support enrollment, retention, and student success through clear, supportive financial services.

Responsibilities

• Advise students and families on financial aid options, including Federal Title IV programs (Pell Grants, Direct Subsidized Unsubsidized Loans, PLUS Loans, Federal Work Study, and Alternative Loans), state aid, scholarships, grants, and institutional policies.
• Provide individualized counseling on application procedures, award packaging, academic progress, and loan management.
• Conduct one-on-one appointments with students and families related to current and future aid, study abroad funding, and tuition questions.
• Offer counseling on institutional loans, gap conversions, emergency loan approvals, and repayment plans.
• Assist students with billing questions and financial topics, including payment plans, late fees, Touchnet, 1098-Ts, and refunds.
• Provide support for financial aid related to remissions and university partnerships.
• Package financial aid for all prospective and current students in accordance with institutional guidelines and Department of Education eligibility criteria.
• Review and send award notifications and coordinate any necessary follow-up communications.
• Collect, verify, and analyze financial aid documentation and perform need analysis, verification, and corrections through the Department of Education systems.
• Communicate regularly with students and families via email, phone, and CRM systems with timely updates and award notifications.
• Respond to and resolve inquiries regarding aid eligibility, billing statements, payment plans, and refunds.
• Respond to email inquiries, CU Connect cases, and return phone messages in a timely and professional manner.
• Respond to borrower questions regarding repayment, deferment, and entitlement options.
• Review professional judgment appeals to include dependency overrides, cost of attendance adjustments, etc. to determine outcomes and determine additional aid for students.
• Support the collection of student tuition and related account balances.
• Communicate with students and families regarding delinquent tuition accounts and guide them through resolution options.
• Utilize Touchnet and other external vendor systems to track, manage, and process payments and collection efforts.
• Collaborate with the Student Financial Services team and other campus partners to resolve outstanding balances and maintain financial accuracy.
• Monitor plan enrollment, monthly payments, and identify students with two failed payments for removal; notify students and authorized users.
• Reopen closed plans due to financial aid posting when needed.
• Track and respond to returned payments; apply and remove IF holds following resolution.
• Notify students and families of payment issues and necessary follow-up actions.
• Apply tuition deferral codes to qualifying student accounts.
• Review and reverse late fees upon request.
• Utilize institutional platforms such as Banner, Slate, Touchnet, and Creighton Connect for processing, documentation, and communication.
• Prepare and reconcile financial records and correspondence related to aid and billing.
• Remain informed about best practices, regulatory changes, and system enhancements.
• Work collaboratively with the Student Financial Services team to improve procedures and the student experience.
• Work closely with the Office of Student Success, Undergraduate Admissions, and Graduate/Professional Recruitment to ensure smooth coordination of aid billing support and special circumstance reviews for new and continuing students.
• Participate in special circumstance reviews and collaborate with admissions staff on aid-related timelines.
• Provide financial aid support and counseling during off