Description

ESSENTIAL FUNCTIONS, PRIMARY RESPONSIBILITIES AND OBJECTIVES:

The Student Financial Service Counselor is a student-centered services position providing an extremely high level of customer service to students, families and prospective students. The Student Financial Service Counselor is the content expert on federal, state and institutional financial applications and awards, eligibility criteria, payment options and processing. This position serves enrolled and prospective students, and other college staff on the financial aid applications process and financial aid policies, making the overall experience as seamless as possible.  This role reviews and verifies student eligibility for various aid programs, calculates funding, and explains financial aid awards to students. The role also provides excellent customer service, manages incoming application files, monitors student enrollment and financial records, and supports communication for scholarship and financial aid grant programs. The job also requires researching and analyzing student financial histories and participating in office meetings and activities. This position will also coordinate with other departments and satellite locations within the College to promote communication and information about programs and services in a professional and organized work environment.

ESSENTIAL FUNCTIONS:

1. Provide counseling by explaining financial aid award packages based on specific program eligibility and total award amounts; review and verify initial and incoming FAFSA results to review student eligibility for various aid programs; identifies award availability through various sources; calculate various funding to create a total financial aid award explanation; coordinates all incoming requests, including documentation submission.
2. Monitors student enrollment and explains award recalculations when necessary. 
3. Assists with Student Financial Services presentations as needed to assist with the understanding of office practices such as general guidance of federal, state, and institutional aid programs.
4. Adheres to Federal Verification standards by ensuring data reported on the Federal Application for Federal Student Aid accurately reflects data reported on corresponding federal tax returns.
5. Resolves discrepancies with financial aid information, explains and enforces federal, state, and College policies.
6. Conduct individual interviews and information sessions with potential and current students/families to accurately inform them of all financial aid options and opportunities, requirements, and the application process, requirements, and payment options to resolve balances.
7. Research, verify, analyze, and assess student financial histories, including defaulted loans and/or repayment obligations at other institutions. 
8. Provides guidance and serves as a role model in solving customer issues in a satisfactory fashion and provides the customer with superior experience in transacting business with Lackawanna College and its representatives.
9. Provides students with in-depth counseling pertaining to their unique circumstances in terms of Return to Title IV (R2T4) funds.
10. Assists with explaining Title IV refunds and repayments, including U.S. Department of Education and National Student Loan Data System (NSLDS) notifications. 
11. Assist with processing the FAFSA and other required documents.
12. Review financial aid applications for accuracy.
13. Initiate and conduct follow-up activities to obtain necessary documentation and paperwork for all federal and state funding agencies.
14. Assist the Associate Director of Student Accounts for Student Financial Services with outreach for collection of past-due accounts.
15. Assist students who are veterans or their dependents in completing their certificate of eligibility and/or other required documentation to obtain entitled benefits.
16. Participates as a member of the Office of Student Financial Services during meetings, College events, and other activities.  
17. Process cash, check, credit, and debit card payment transactions.
18. Maintains current knowledge of federal and state regulations.

Requirements

Advanced knowledge of federal, state, institutional, and military financial assistance programs.
Demonstrated ability to independently interpret regulations and exercise professional judgment.
Strong analytical and critical thinking skills.
Ability to assess risk and make recommendations regarding compliance-sensitive matters.
Excellent written and verbal communication skills.
Ability to manage complex caseloads with minimal supervision.
Strong organizational and project management skills.
Demonstrated ability to mentor and guide colleagues.
Ability to analyze operational processes and recommend improvements.
High degree of professionalism, confidentiality, and ethical judgment.
Proficiency in student information systems (Jenzabar), financial aid systems (PowerFAIDS), CRM platforms (Salesforce), and Microsoft Office applications, preferred.