Posting Title: Communications Coordinator Overview:
The Office of Student Financial Assistance is also responsible for counseling students and parents on their options for making our education affordable and for aiding in the university’s recruitment and retention efforts. The incumbent is responsible for delivery of financial aid related information to prospective and current students and families; primarily focused on all external communication efforts of the office. Customer service is key.
Responsible for the creation, evaluation, and maintenance of an effective financial aid communication plan. He or she assists the office with the overall university retention plan, ensures that the information provided to students is accurate, of high quality, and is in compliance with Federal, State and university policies and regulations.
Manages the daily operations of customer service area as a forward facing position, presence, knowledge and effective communication are paramount. Coordinates all office communications efforts with students/families; inclusive of phone, e-mail, and in-office traffic. Develops and coordinates all office outreach activities. Counsels students/families on the availability and types of financial aid, eligibility, application procedures, the aid delivery process, cost and the requirements necessary to ensure financial aid funds are disbursed. Works with the Office of Student Financial Assistance team to meet objectives and to achieve long-range goals within the (OSFA) budget. Prepares reports and assists with data entry/processing as necessary.
The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is: Up to $48,000
Responsibilities:
- Advises and counsels undergraduate and graduate students/families on the availability and
types of financial aid, eligibility, application procedures, the aid delivery process, cost and
the requirements necessary to ensure financial aid funds are transferred to student accounts.
- Answers financial aid questions, inquiries or requests from students, parents, or guardians
in person or in writing.
- Manages and ensures high quality customer service of the office reception area.
- Responsible for sending high quality, accurate and timely mass communications related to the administration of financial aid to students/families.
- Leads the review and development of all office communications to students via paper or electronic means, and telephone service coordination.
- Reviews existing communications related policies and procedures to assure compliance
with relevant regulations and when appropriate proposes recommendations for policy changes and procedural improvements.
- Assists with the development of the office webpage, student self-service page, and other web-based and/or social media outreach efforts.
- Assists in troubleshooting problems with reports of failed notifications and develops plans to resolve issues.
- Assists with other financial aid activities such as reporting, monitoring student statues, and
data entry.
- Develops and performs audience customized financial aid presentations, including aid
overviews, financial literacy, and debt management.
Qualifications:
A Bachelor's Degree and at least one (1) year experience with university financial aid or significant experience working in college
admissions, bursar, business office or other student-centered office (student work, work-study or internship experience included). Demonstrated experience with communicating financial aid information preferred. Bilingual preferred in Spanish.
Working knowledge of Microsoft Word applications (Outlook, Word, Excel, PowerPoint). Working knowledge of Title IV regulations, understanding of federal financial aid needs analysis preferred. Experience using PeopleSoft (or similar student information system) is preferred. Experience with Adobe Pro and html editing language is preferred.
Excellent verbal, written, organizational and project management skills. Public speaking skills are required. Ability to identify and manage multiple priorities required. A strong commitment to customer service and ability to work effectively in a customer service role. Experience interfacing with clients and customers at varying levels and handling sensitive issues. Ability to consistently employ effective telephone communication skills and etiquette. Ability to individualize information to the particular needs and situation of the student/parent. Positive, proactive, highly motivated, flexible. Able to work as a team member and work across many teams. Ability to provide ongoing functional support and planning for areas of responsibility; analyze and correct problems. Ability to translate financial concepts into non-technical terms.
