Description

The Financial Aid First Impressionist welcomes students, parents, and visitors when they visit or engage with the office. This position involves significant interaction with students and parents. This position handles inbound and outbound calls, office emails, schedule appointments and assists students with completing the FAFSA and other financial aid forms and provides general office support.  The First Impressionist must be able to effectively solve customer issues, inquiries, and complaints; keeping customer satisfaction at the core of every behavior. 

Duties/Responsibilities: 

• Advise students and parents in person, virtual, phone and email about eligibility, application procedures, aid programs, costs, CampusLogic’s StudentForms portal, and Colleague’s Self-Service and individualize information to the needs and situations of the students. 
•  Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives. 
• Provide good customer service by responding to students' and parents' inquiries accurately and in a timely manner. 
• Contact students to clarify questions or to request additional information. 
• Review incoming documents. Process incoming and outgoing mail.
• Manage office Work-Study Students. 
• Maintain office supplies inventory and manage Supply Room. 
• Keep lobby, supply room, privacy rooms, conference room and front desk clean and orderly. 
• Provide general office support for financial aid counselors. 
• Represent the department at special events such as high school college nights, orientations, financial aid workshops, financial literacy workshops, etc. 
• Maintain a working knowledge of all federal, state, and college programs administered by the Financial Aid Office. Keep abreast of all changes in federal, state, and college policies, rules, and regulations by reading aid literature and attending various training sessions and conferences. 
• Follow NASFAA’s Statement of Ethical Principles and Code of Conduct. 
• Perform assigned responsibilities, duties, and tasks according to established practices, procedures, techniques, and standards in a safe manner and with minimal supervision. 
• Performs other related duties as assigned by Director of Financial Aid (or appointee) to support the mission of the college.  

Education and Experience: 

• Associate degree or two years  required with experience with Ellucian Colleague or Banner Self-Service portal, CampusLogic’s StudentForms portal or at least one year of Financial Aid experience. NASAA certifications are highly desired but not required. 
• This position involves significant interaction with students and parents. Ability to counsel, advise, disseminate financial aid information, educate staff and administration, make referrals for students and staff over a wide range of subjects relating to the financial aid process, eligibility requirements, navigating through college-wide administration, with good communication skills (verbal and written)  while utilizing professionalism, confidentiality, and people skills.  
• Computer proficiency skills and the ability to multitask effectively are necessary. 
• Strong motivational skills to create a positive and engaging work environment with a focus on customer service. 
• Able to handle difficult situations with sensitivity and responsiveness to student needs. 
• Strong ability to take initiative and follow through to completion all assignments and projects in a timely manner with demonstrated ability to prioritize, organize and collaborate among staff and management. 

Physical Requirements:  Conditions are generally those of a typical office environment, requiring frequent online and oral communication with students and office colleagues, and occasionally with subject matter experts from the federal and state governments and other colleges. Individuals must have the ability to enter data and written communications in electronic format on time and to occasionally participate in public presentations.   

Affirmative Action/EEO statement: It is the policy of Stillman College to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.