Financial Aid Representative

Position Description

The Financial Aid Representative, reporting to the Director of

Financial Aid, is the primary point of contact with the Financial

Aid Office for all students whether in person, via telephone,

email, or postal mail. The Financial Aid Representative is

responsible for answering telephones, greeting students/families,

directing calls or students to appropriate parties for assistance

if necessary, explaining and applying Federal, State, and

University policies, and troubleshooting problems with the student

applications and the aid process. The Financial Aid Representative

also oversees the daily processing of all documents submitted to

the office through a digital imaging system, distributes published

material to students upon request, and opens and distributes

incoming mail and voicemail to the appropriate parties.

Position Responsibilities

• Provide all front office services and assistance to student

customers.

• Manage the flow of all documents received and ensure that these

documents are accurately scanned into the digital imaging system

promptly. Ensures original documents are secured in the

document-holding area.

• Advise students and families regarding financial aid questions

and concerns, application questions, document processing, and

corrections.

• Answer incoming calls and transfer calls to appropriate staff

within departments and other University offices as warranted.

Retrieve and return voicemail messages.

• Answer basic questions of students/families about Federal,

State, and University policies and procedures or refer same to

appropriate staff for more detailed explanation or assistance.

Distribute hand-out materials to students and families.

• Meet and counsel students/families on issues relative to

financial aid sources, outside scholarships, and alternative

financing options.

• Create a bi-monthly newsletter to disseminate to students,

faculty, and staff.

• Assist with updating forms on a yearly basis.
• Respond to students’ email questions and concerns within 1-2

business days.

• Collect, sort, and distribute mail daily.
• Assist with outgoing mail projects and other projects as time

permits.

• Handle specific inquiries of students/families as to the status

of the Financial Aid.

• Provide administrative support to staff of the Financial Aid

Office as directed by the Director of Financial Aid.

• Assist in all areas of undergraduate and graduate student

financial aid issues.

• Stay current on all federal, state, and institutional financial

aid regulations, policies and procedures governing the financial

aid process.

Qualifications

This position requires a Bachelor’s Degree in an appropriate field

and preferably at least one year of experience in a Financial Aid

Office and a working knowledge of financial aid policies and

procedures. Attention to detail, with an eye toward

problem-solving, an ability to work as a team player while able to

work without supervision, and sensitivity to matters of

confidentially are required. Excellent written and oral

communication skills are essential, as is the ability to relate

well with current and prospective students, parents, and college

personnel. The incumbent must understand, and support, the

University’s Christian mission.

The person in this position must be available, when required, to

attend training, orientations, open houses, and workshops

off-site.