Financial Aid Counselor, Client Services

Answers questions, inquiries or requests from students, parents/guardians, other adult supporters via multiple methods of virtual and in-person contact including phone, chat, emails, office visit, appointments, and virtual meetings, regarding financial aid programs and eligibility. Counsel and advise students about financial aid eligibility, payment options, application procedures, aid programs, costs, indebtedness, money and management and financial planning; individualize information to the unique needs and situation of the student/family. Collect and confirm completion of all documentation necessary for financial aid processing while serving students by informing them of what documentation is needed and how to submit. Responsible for reading processing notes left by other areas within OSFA and reviewing the student's financial aid record to provide guidance on next steps and action needing to be taken by the student to continue processing their financial aid. Represent OSFA in a professional, knowledgeable, and welcoming manner at various financial aid outreach events and present financial aid information to prospective students and families. Event modality, days and times vary but can include virtual, in-person, evening, weekend and during standard business hours. This may include events such as new student orientation, high school FAFSA/Financial Aid 101 nights, etc. Assist in the preparation and maintenance of outreach event materials including power point presentation slides and fliers/resources shared with students. Identify and prioritize problems; perform research, offer solutions, options, and strategies. Refer to appropriate person or department as needed, and/or arrange for required support for student. Use information systems to input data, maintain databases, perform research for projects or issues and generate reports. Interact with Federal Systems (i.e., COD, CPS, NSLDS, and FAA) and must possess working knowledge of these systems. Evaluate unusual/mitigating circumstances to determine situations that call for professional judgement to be considered. Assist area manager with student hiring and training; and may supervise student workers. Assist with staff training as requested. Knowledge, Skills Abilities: Strong ability to show empathy, patience, and effective listening skills. Demonstrated skills in critical thinking, problem solving, and time management. Ability to maintain both a customer-centric and goal-oriented focus. Ability to transition between tasks quickly. Ability to work with highly sensitive and protected data.