Senior Financial Aid Counselor & Client Services Supervisor
Full Time
Millersville, PA 17551
Posted
Job description
Position Information
Requisition Number
P00970
Position Type
Staff
Department
Financial Aid
Working Title
Senior Financial Aid Counselor & Client Services Supervisor
Classification
State University Administrator 3 - Non-exempt - S9650
Position Summary Information
Nature of position
Permanent, Full-time
If Temporary, Start Date
If Temporary, End Date
If part-time, hours per week
If part-time, percent time
Days Worked
Monday to Friday
Hours/Shift worked
8 a.m. to 4:30 p.m.
Union
SCUPA- SUA & GFPC
Posting Detail Information
Job Summary/Basic Function
The Senior Financial Aid Counselor & Client Services Supervisor is primarily responsible for overseeing the day-to-day operations of the Financial Aid Department’s Front Office and managing third party Call Center. This individual must be knowledgeable of and have experience in processing multiple student aid programs. Overseeing the front office requires supervising the Client Services Representative, student workers, and a graduate assistant; as well as serving as the customer service lead, managing the student wage budget, and developing and coordinating training for Front Office and Call Center staff. The individual in this position is required to control the information and document flow within the office, handle all incoming complaints, and be the first line of resolution for problems. This individual must direct financial aid inquiries to the appropriate staff and maintain the online appointment scheduler and calendar. In addition, they will assist students and families with the financial aid process while interfacing with other federal, state, and institutional departments. The Senior FA Counselor and Client Services Supervisor must maintain a positive manner and be able to perform under pressure in a fast paced, high-performance environment.
Located in Lancaster County, Pennsylvania, Millersville University of Pennsylvania is one of the 10 public universities of Pennsylvania’s State System of Higher Education. Our pillars of distinction include exceptionally strong student-faculty relationships, numerous programs of distinction, a beautiful campus and vibrant location, and successful job placement for our students. Our students’ success, both inside and outside of the classroom, is our highest priority, and we provide numerous opportunities to facilitate their academic, personal, and social growth and development. Almost 70 baccalaureate programs are available for our 6,000 students to find their path.. Approximately one thousand graduate students enroll in 21 master’s and three doctoral programs. Our faculty are highly respected in their fields and dedicated to the success of students in the classroom, research labs, and in campus life. Over 66,000 alumni live in all 50 states and in 72 countries around the world. We seek individuals who embrace and value our EPPIIC values of exploration, public mission, professionalism, inclusion, integrity, and compassion.
Annual Salary: $55,590.00 plus comprehensive benefits starting on the first day of employment, including:
Located in Lancaster County, Pennsylvania, Millersville University of Pennsylvania is one of the 10 public universities of Pennsylvania’s State System of Higher Education. Our pillars of distinction include exceptionally strong student-faculty relationships, numerous programs of distinction, a beautiful campus and vibrant location, and successful job placement for our students. Our students’ success, both inside and outside of the classroom, is our highest priority, and we provide numerous opportunities to facilitate their academic, personal, and social growth and development. Almost 70 baccalaureate programs are available for our 6,000 students to find their path.. Approximately one thousand graduate students enroll in 21 master’s and three doctoral programs. Our faculty are highly respected in their fields and dedicated to the success of students in the classroom, research labs, and in campus life. Over 66,000 alumni live in all 50 states and in 72 countries around the world. We seek individuals who embrace and value our EPPIIC values of exploration, public mission, professionalism, inclusion, integrity, and compassion.
Annual Salary: $55,590.00 plus comprehensive benefits starting on the first day of employment, including:
- Health insurance – Low bi-weekly premium. Employees pay 5% of bi-weekly salary for benefit coverage with ability to pay 2.5% when participating in the wellness program.
- Dental insurance – Coverage is free to employee and dependents after 90 days
- Vision insurance – Coverage is free to employee and dependents after 90 days.
- Group life insurance - equal to annual salary (up to $50,000) at no cost to the employee
- Voluntary Group Life and Accident Insurance – available for purchase at low rates for additional employee coverage as well as coverage for spouse and children
- Long Term Disability Insurance – available for purchase at low rates with either a 90 or 180-day waiting period
- Retirement – 2 plans to choose from
- Tuition waiver – employee, spouse, and dependents are eligible
- Vacation leave– up to 10.4 days accrued for the first year, increases to up to 15.6 days per year after first year
- Personal leave – up to 5 days per year
- Sick leave – up to 15.6 days accrued per year, including up to 5 days per year that can be taken to care for a family member
- Holiday leave – up to 12 days per calendar year
The State System Employee Benefits Summary can be found at
https://www.passhe.edu/inside/HR/syshr/Benefit_Summaries/PEBTF_Summary.pdf
At Millersville University we are committed to fostering a learning and working environment that promotes diversity to foster a climate of inclusion. EPPIIC values and the principles of Inclusive Excellence are an essential part of the foundation for our learning and working environment. Millersville University is an equal opportunity employer and, in compliance with federal and state laws and university policy, is committed to providing equal educational and employment opportunities for all persons without regard to age, color, national origin, race, religion, disability, veteran status, sex, sexual orientation, gender identity or gender expression. Individuals from traditionally underrepresented populations are encouraged to apply.
At Millersville University we are committed to fostering a learning and working environment that promotes diversity to foster a climate of inclusion. EPPIIC values and the principles of Inclusive Excellence are an essential part of the foundation for our learning and working environment. Millersville University is an equal opportunity employer and, in compliance with federal and state laws and university policy, is committed to providing equal educational and employment opportunities for all persons without regard to age, color, national origin, race, religion, disability, veteran status, sex, sexual orientation, gender identity or gender expression. Individuals from traditionally underrepresented populations are encouraged to apply.
Required Qualifications
- Bachelor’s degree.
- 3 years of recent financial aid experience in higher education administering federal, state and/or institutional programs or relatable experience in financial aid advising.
- Experience developing and leading training sessions on complex topics and aid programs, as well as on delivering a comprehensive customer service experience.
- Experience working with and calculating financial need and aid eligibility as it pertains to complex budget calculations.
- Experience presenting to large audiences, de-escalating conflict, and the ability to counsel on complex issues.
- Experience planning and organizing activities of varying complexity.
- Knowledge of federal, state, and institutional aid regulations and policies.
- Ability to collaborate with other departments to promote student success.
- Ability to perform under pressure in a fast paced, high-performance environment while maintaining a professional demeanor.
- Ability to prioritize effectively, proactively solve problems, and manage multiple projects simultaneously with high levels of accuracy.
- Ability to work with minimal supervision and supervise full-time personnel, student workers and graduate assistant.
- Excellent oral, written, and interpersonal communication skills.
- Proficiency in Microsoft Office including Word, Excel, PowerPoint, Outlook.
- Evidence of a commitment to diversity, equity, and inclusion.
- Successful interview and presentation.
- Successful completion of three background checks.
Preferred Qualifications
- Master’s degree in School Counseling, Psychology, Social Work, Higher Education Administration, or related field.
- Experience with Ellucian Banner, ELM Select/ELM One.
- Proficient in using Department of Education software programs (i.e., COD, NSLDS, FAA Access).
- Experience coordinating and collaborating with a Call Center or equivalent financial aid third party servicer.
- Familiarity with Campus Log Products such as Student Forms, Scholarship, Universe, Campus Communicator, and Net Price Calculator.
Job Description
- Oversee day-to-day operations of the Financial Aid Front Office and third-party Call Center while upholding data sharing protocol and FERPA regulations.
- Supervise student workers, graduate assistant, and full-time Client Services Representative. Interview and hire student workers/graduate assistant and ensure schedules are set for each term and front office has coverage. Provide job performance evaluations and work-related feedback to front office personnel.
- Stay abreast of guidelines and update policies and procedures in accordance with Department of Education guidelines to ensure compliance is maintained. Review office practices regularly to ensure compliance with current regulatory requirements.
- Provide guidance to front office personnel and call center in the interpretation of intricate laws, rules and regulations related to Financial Aid.
- Develop and conduct financial aid training workshops for the front office personnel and third-party Call Center.
- Lead bi-weekly meetings with third party Call Center to ensure referrals are being resolved in a timely manner, updates are received and implemented, as well develop, and update inbound call/hold messaging each term.
- Monitor the general financial aid email and ensure automated response messages are in place and response rates are in a timely manner. Assist with responses when necessary.
- Identify trends to establish training opportunities and develop reports.
- Share information as appropriate, promote the development of ideas for improved service and efficiency, and encourage teamwork.
- Review all aid disbursed for individual student accounts upon changes in enrollment. Adjust budgets, recalculate need, and reduce or increase aid, as necessary.
- Calculate student eligibility based on the cost of attendance, budget for the loan period, enrollment, and other financial aid awarded.
- Resolve over awards when notified of additional aid entered.
- Manage, certify, and reconcile all aspects of Private/ Alternative Loan Program.
- Meet with lender representatives to stay up to date on borrowing trends for Millersville’s student population.
- Assist with the daily operation and oversight of various financial aid processes and procedures.
- Update forms yearly for each appropriate program responsible.
- Provide financial aid planning and information for prospective and current students and their families.
- Meet with prospective students and families, in person or virtually, on a daily basis to assist with financial planning and discuss financial aid eligibility, applications and requirements.
- Assist with FAFSA completion, resolving FAFSA errors, utilizing the Data Retrieval Tool, FSA ID setup & recovery, Parent Plus loan applications, Master Promissory Note (MPN) completion, entrance counseling, exit counseling, Verification forms and interpreting documentation.
- Assist with the preparation of electronic financial aid material for publications and distribution to students and families.
- Maintain statistical information for reporting, projection, and planning purposes.
- Attend appropriate training seminars and conferences sponsored by state, regional, and national professional associations, and agencies.
- Present and provide staff support for open houses, orientation, staff meetings, and other informational programs on campus.
- Share expertise and information on specific topics with other Financial Aid Office personnel.
- Contact representatives from various campus and external offices and agencies, when appropriate, for completion of necessary information for financial aid applications. This may include, but is not limited to university departments and staff, the Department of Education) PHEAA (Pennsylvania Higher Education Assistance Agency) and Private Loan Lenders.
- Additional duties as assigned.
Essential Functions
- Most work done at a desk, utilizing a computer and phone.
- Work is normally performed in a typical interior/office work environment.
- Ability to sit for long lengths of time.
- Extensive verbal communication skills (provide information and assistance regularly).
- Extensive writing skills (prepare and organize complex documents).
- Understanding of written and verbal directions.
- Intermediate math skills (addition, subtraction, multiplication, division, fractions,
- percentages).
- Must be able to lift/pull/push up to 10 pounds.
Posting Open Date
02/25/2023
Posting Close Date
04/09/2023
Full Consideration Date
Special Instructions to Applicants
- This position is represented by a labor union and is subject to the terms and conditions of the SCUPA- SUA & GFPC Collective Bargaining Agreement.
- Ability to work remotely if required due to emergency university closure.
caravetterealestate.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caravetterealestate.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, caravetterealestate.com is the ideal place to find your next job.