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Financial Aid Counselor

4 months ago

Worcester, United States Worcester Polytechnic Institute Full time
JOB TITLE
Financial Aid Counselor (Two Openings Available)

LOCATION
Worcester

DEPARTMENT NAME
Office of Financial Aid

DIVISION NAME
Worcester Polytechnic Institute - WPI

JOB DESCRIPTION SUMMARY
Provides general reception and office duties as it pertains to the Office of Financial Aid and evaluating and processing application materials, working with internal and external entities with a strong focus on customer service and financial aid procedures. Counsels prospective students, current students and all other inquirers via telephone, in person, in writing or by email regarding general financial aid information in a courteous, helpful manner.

WPI is passionate about creating an inclusive workplace that promotes and values diversity. We are looking for candidates who can support our commitment to equity, diversity, and inclusion.

JOB DESCRIPTION

Essential Functions:

Counsel prospective and current students on various funds that WPI offers and how to manage the cost of a WPI education by:
  • Staffing the walk-in office of financial aid for students, families on a rotating basis.
  • Recording nature of contact using our customer relationship management (CRM) system.
  • Mediating between students and financial aid directors by getting detailed information and researching the issue prior to escalating the inquiry.
  • Providing professional judgement in responding to highly sensitive, confidential information when communicating the different features of the financial aid award.
  • Utilizing critical listening skills, training, and resources to ensure accuracy of information communicated to inquirers.
  • Communicating effectively with a diverse population in a professional manner employing tact, poise, patience, and courtesy.
  • Operating internal software systems to assess the flow of financial aid information from aid awarding systems and the CRM to ensure accuracy and identify issues.
  • Analyzing relative information with the financial aid team and other departments especially the bursars and registrar's office.
Manage the Office voicemail and email systems by retrieving and responding to messages efficiently.
  • Respond to all department email efficiently, accurately, and timely.
  • Mediate between students and draft correspondence, efficiently and accurately.
  • Mediate between students/parents and Financial Aid Directors escalating issues when needed.
  • Operate internal software systems to assess the flow of financial aid information from aid awarding systems and the CRM to ensure accuracy and to identify possible issues.
Assist in the administration of the Federal Work Study and Community Service Work Study Program and manage assigned Programs (i.e. Work Study, Outside Scholarships, Financial Literacy)
  • Verify accuracy of Community Service Work Study(CSWS) Time Completion form on Workday and approve or return CSWS Time Sheet in Workday.
  • Upload CSWS Time completion form to CRM as satisfied, write comments in Powerfaids with description of the community service hours.
  • Process enrollment change notifications received from various departments, so our department makes the changes to students' financial aid packages as required.
  • Assist financial aid counselor in the submission of all outside scholarship forms, upload scholarship information into Salesforce Customer relationship manager (CRM) system, document and review reports to assist the reconciling outside scholarship records.
  • Compose comments to be added to Powerfaids assisting with the smooth communication between student, parents, and directors.
Maintain uploading and updating the Salesforce Customer Relationship Manager, financial aid software system called Powerfaids, and have a working understanding of the Workday system.
  • Scan and upload student data documents per our procedure stated in the policy and procedures to satisfy a student requirement or to notify the directors that there is a document they need to review.
  • Process enrollment change notifications received from various departments, so our department makes the changes to students' financial aid packages as required.
Performs all other duties and responsibilities as assigned or directed by the supervisor.

Requirements:
  • High school diploma required; Associate Degree preferred.
  • 3-5 years of customer service experience and/or administrative experience preferred.
  • Demonstrate excellent communication skills, especially the ability to communicate effectively with
    sensitivity and confidentiality by phone, email, Zoom meetings and in person.
  • Demonstrates experience in customer service required and strong commitment to quality service and customer service to faculty staff, students, and other constituents.
  • Manage multiple priorities and responsibilities in a high-volume, fast paced office environment.
  • Balance the need to make timely actions while seeking input from appropriate individuals.
  • Performs open communication skills with acceptance and appreciation of diverse populations so that the campus community and constituents are welcomed, valued, and feel a sense of belonging.
  • Demonstrates respects the unique needs, perspectives and thoughts of all teams and constituents.
  • Demonstrate and communicate procedures and processes of the front line staff that are required to be successful Financial Aid Counselor at WPI.


Hourly pay rate: $22.00 - $23.50 per hour. WPI's benefits package includes a robust retirement match, wellness perks, tuition assistance and more

This is an on-site role with the opportunity for a flexible, hybrid schedule following a 6-month review with your manager.

FLSA STATUS
United States of America (Non-Exempt)

WPI is an Equal Opportunity Employer that actively seeks to increase the diversity of its workplace. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals with diverse backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.