Student Financial Aid Counselor - Customer Service

Financial Aid Office Support

Essential Duties

Customer Service & Advising

• Provide direct in-person support to students at the Student Financial Aid Office front counter, offering guidance on application processes, deadlines, and eligibility.
• Triage inquiries and resolve routine financial aid concerns independently, escalating complex issues as appropriate.
• Foster a welcoming, student-centered environment that prioritizes equity and access.

Digital Communications

• Monitor and respond to department-wide communications through the office's email and text messaging systems.
• Ensure timely, accurate, and student-friendly responses that reflect institutional standards for tone and clarity.
• Track communication trends to inform improvements in messaging and outreach strategy.

Website Management

• Maintain and update content on the Student Financial Aid Office's departmental website to ensure accuracy, accessibility, and user-friendliness.
• Coordinate with internal departments to post current deadlines, policy changes, and resources.
• Coordinate with IT and the Webmaster to make sure all forms are working and updated as needed.

Financial Aid Counseling Support

• Assist students with completion of the FAFSA, verification documents, loan requests, and appeals.
• Provide basic advising on federal, state, and institutional financial aid programs.
• Support students with understanding their financial aid status, awards, and responsibilities.

Outreach and Education

• Represent the Student Financial Aid Office at college recruitment, orientation, and retention events.
• Deliver presentations and workshops on financial aid basics, FAFSA completion, and financial literacy topics.
• Collaborate with campus departments to promote awareness of financial aid services and deadlines.

Education And Experience

• Bachelor's degree in a related field preferred or the willingness to work towards a bachelor's degree if hired.
• One (1) year of professional financial aid experience at an institute of higher education required.
• Experience working with a diverse group of students in a community college is preferred.
• Experience with Datatel Colleague is ideal.
• Experience with web content and student communication platforms.

Skills And Abilities

• Excellent organizational skills and the ability to multitask.
• Proficient computer skills and a knowledge of student on-line systems.
• Strong ability to work with others in a team environment in a collegiate manner.
• Ability to communicate effectively both orally and in writing.
• Ability to deal tactfully and effectually with prospective students, guidance counselors, and HCC staff.
• Ability to work independently with minimal supervision.