Financial Aid Manager of Counseling @ University of San Francisco

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Job Title:

Financial Aid Manager of Counseling

Job Summary:

Job Description Summary

The Financial Aid Manager of Counseling reports to the Associate Director of Financial Aid Operations and leads the front-end student support team. They provide guidance to ensure a high level of service for students and families on the administration of various federal, state, and institutional ﬁnancial aid programs. This position also serves as the initial point of escalation inquiries, oversees the daily student service schedule, and coordinates ﬁnancial aid events. Other responsibilities include conducting student need analysis, performing federal veriﬁcations and packaging of student aid, certifying federal loan eligibility, making professional judgment decisions regarding student aid eligibility, and facilitating problem solving with students and parents while ensuring compliance with federal regulations. Additionally, incumbents in this job classiﬁcation will interact with speciﬁc external departments and outside agencies to coordinate and facilitate the processes for students’ aid eligibility.

Full Job Description:

Job Description

Leadership and Management

Provide support and resources to the ﬁnancial aid front end counseling team to promote an atmosphere of excellent customer service for students and their families.
Manage and coordinate the daily ﬁnancial aid schedule to ensure adequate staﬃng and coverage through various contact methods to our oﬃce including in-person, phone, Zoom, and email.
Ensure accuracy and timely responses to emails and voicemail returns based on established timeline standards.
Analyze data and various reports to develop strategies and plan for peak time traﬃc and numbers and communicate needs to ﬁnancial aid leadership.
Serves as the initial point of contact for student escalations to address issues and conﬂict management.
Leads ﬁnancial aid outreach campaigns by emails and phone calls to support various oﬃce goals including completing ﬁnancial aid applications, outstanding requirements, and other reminders.

Customer Service

Counsels prospective and enrolled students and their families on all aspects of ﬁnancial aid, to include ﬁnancial management and budgeting practices, as appropriate.
Effectively communicates to students, parents, and other constituents the details of all major ﬁnancial aid applications and programs (including but not limited to regulatory requirements).
Maintains knowledge of federal and state regulations, and university policies related to ﬁnancial aid programs to ensure the proper processing and documentation of awards.

Financial Aid Processing

Lead the review process on documents submission in Ellucian Student Forms, ensuring the completeness and accuracy of veriﬁcation and appeal documents. Effectively communicating with students to collect the necessary documentation.
Accurately performs veriﬁcation of federal ﬁnancial aid application data in accordance with federal regulations.
Make corrections to the student's Free Application for Federal Student Aid (FAFSA) or CA Dream Act Application (CADAA) and ﬁnancial aid package when applicable due to veriﬁcation.
Research applicable U.S. Department of Education directive and/or Internal Revenue Service publications for the proper handling and resolution of student ﬁles.

Financial Aid Outreach Events

Coordinate and schedule ﬁnancial aid outreach events including tabling, in-person presentations, and virtual webinars to local high schools, prospective and admitted students, and current students at USF. This may be outside of traditional oﬃce hours and/or out of town.
Participate in Admissions events to support ﬁnancial aid planning for prospective students and their families.
Create and update ﬁnancial aid presentation slides and materials such as video recordings and handouts.

Student Workers

Supervise and mentor 3-4 Financial Aid Student Ambassadors.
Assign projects and monitor progress, including data and report reviews, document imaging and quality assurance, presentation materials, call and email campaigns, and etc.
Lead the retrieval and logging of voice messages.
Assign and review email inquiries.
Maintain and update the outside scholarship tool.

Other Duties

Provide feedback for website enhancements and assists with the maintenance of FAQs, USF Scholarship Tool, ChatBot and other student resources to improve student experience.
Assist in the creation and revision of forms used to collect required information.
Review and update student communication plans within Ellucian Student Forms, as well as external student communication.
Collaborate and train with the processing team to ensure a smooth veriﬁcation process and seek ways to improve the student’s experience while still adhering to federal regulations.
Performs other duties and projects as assigned

Minimum Qualiﬁcations

Bachelor's degree from an accredited institution of higher learning and up to (2) years of Financial Aid experience.
Working knowledge of Title IV regulations.
Strong command of the English language, both verbally and written.
Public presentation skills, and willingness to utilize such skills.
Strong interpersonal and customer service skills with an ability to advise students.
Detail and goal oriented with excellent organizational skills that enable one to organize and prioritize multiple complex projects and tasks simultaneously.
Technical skills including intermediate to advanced proﬁciency with Microsoft Oﬃce Suite, Google Suite, document and email applications, and database management including use of automated ﬁnancial aid systems, preferably Ellucian Banner system.
Ability to think creatively and strategically.
Ability to spend extended periods of productive time conducting business on the telephone and/or utilizing a computer keyboard while viewing the computer screen.
Must be able to obtain and retain user access to the National Student Loan Data System (NSLDS), i.e., may not be in default on any student loans or owe repayment of any federal or state grants.
Understanding of and commitment to USF’s Vision, Mission and Values.

Full-Time/Part-Time:

Full time

Pay Rate:

Salary

Salary Range :

$70,000 - 74,500 annualized; commensurate with experience

Financial Aid Manager of Counseling

University of San Francisco

Compensation Overview

Job Description

Leadership and Management

Customer Service

Financial Aid Processing

Financial Aid Outreach Events

Student Workers

Other Duties

Minimum Qualiﬁcations

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