Support Professional, Financial Aid - One Stop Specialist

About the role

This position is responsible for the day-to-day customer service functions of the RJF Hall Student Services area. This includes assisting prospective, new, and current students in all aspects of the enrollment and financial aid processes. This individual serves as the resident expert on financial aid processes and works with other departments to provide excellent customer service to all students, staff, and faculty.

Responsibilities

• Foster a friendly, supportive, and welcoming environment for students and parents.
• Assist students and parents by providing information, directions, and next steps through in-person and virtual contact, telephone, text messaging, and/or e-mail.
• Aid students in the use of technology to obtain information and submit applications, including, but not limited to, the Online Center, the GRCC admissions application, FSA ID, FAFSA on the Web, online student loan application process, the tuition payment plan, and the GRCC Foundation online scholarship application.
• Provide extensive information regarding GRCC student services (i.e., application, enrollment, counseling services, etc.).
• Take a lead role in resolving front-line complaints and reducing frustrations.
• Serve as the lead for triaging, prioritizing, and organizing the front desk as well as being the first point of contact for inputting BIT reports or contacting campus police as issues arise.
• Refer students/parents to other Admissions, Enrollment, Financial Aid staff members and/or GRCC departments, as necessary.
• Assist in supervision of Student Services student employees.
• Assist students and parents with all aspects of the admissions and financial aid application and verification processes.
• Image and link required financial aid documents received by paper or electronically through fax or email into the Image Now Perceptive Content system.
• Receive and respond to incoming phone calls to the Financial Aid office.
• Cook and link incoming and outgoing office mail service.
• Aid in patch testing for updates to the Campus Wide Information System.
• Aid in ordering office supplies and printing services jobs.
• Handle and maintain highly confidential information, such as bio demographic information, social security numbers, grades, family situations, and income information appropriately and in compliance with FERPA, HEA, institutional and other regulatory data security protocols.
• Participate and assist with enrollment events, such as Raider Rally, Fall/Spring open houses, Ready Set Enroll, Orientation, and other such events, outside of normal working hours.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Perform other related duties as assigned.

Requirements

• Associate’s degree required or comparable combination of relevant education and experience.
• Fluency in Spanish preferred.
• Minimum of three (3) years of experience in a customer service position required, preferably in higher education.
• Experience working with the administration of federal student financial aid programs and admissions preferred.

Qualifications

• Excellent proofreading skills.
• Aptitude for detailed work.

Skills

• Teamwork
• Adaptability
• Listening
• Achievement
• Information Skills

Mental Demands

• Display patience, diplomacy, and excellent public relations skills; project professional image.
• Ability to serve students of diverse backgrounds, educational levels, and linguistic abilities.
• Must be efficient and possess good organization, problem solving, decision making, and complaint resolution skills.
• Maintain good independent judgment in handling sensitive or difficult situations.
• Maintain highest level of confidentiality.

Physical Demands

• Ability to lift and move up to 25 pounds.
• Ability to sit for extended periods of time.
• Ability to work evenings and weekends as needed.
• Ability to handle frequent interruptions.
• Travel to off-site locations may be required.