Student Financial Aid Counselor - Customer Service

ESSENTIAL DUTIES
A. Customer Service & Advising

1.    Provide direct in-person support to students at the Student Financial Aid Office front counter, offering guidance on application processes, deadlines, and eligibility.

2.    Triage inquiries and resolve routine financial aid concerns independently, escalating complex issues as appropriate.

3.    Foster a welcoming, student-centered environment that prioritizes equity and access.

B. Digital Communications

1.    Monitor and respond to department-wide communications through the office’s email and text messaging systems.

2.    Ensure timely, accurate, and student-friendly responses that reflect institutional standards for tone and clarity.

3.    Track communication trends to inform improvements in messaging and outreach strategy.

C.  Website Management

1.    Maintain and update content on the Student Financial Aid Office’s departmental website to ensure accuracy, accessibility, and user-friendliness.

2.    Coordinate with internal departments to post current deadlines, policy changes, and resources.

3.    Coordinate with IT and the Webmaster to make sure all forms are working and updated as needed.

D. Financial Aid Counseling Support

1.    Assist students with completion of the FAFSA, verification documents, loan requests, and appeals.

2.    Provide basic advising on federal, state, and institutional financial aid programs.

3.    Support students with understanding their financial aid status, awards, and responsibilities.

E. Outreach and Education

1.    Represent the Student Financial Aid Office at college recruitment, orientation, and retention events.

2.    Deliver presentations and workshops on financial aid basics, FAFSA completion, and financial literacy topics.

3.    Collaborate with campus departments to promote awareness of financial aid services and deadlines.

EDUCATION AND EXPERIENCE 
•    Bachelor's degree in a related field preferred or the willingness to work towards a bachelor's degree if hired.

•    One (1) year of professional financial aid experience at an institute of higher education required.

•    Experience working with a diverse group of students in a community college is preferred.

•    Experience with Datatel Colleague is ideal.

•    Experience with web content and student communication platforms.

SKILLS AND ABILITIES 
•    Excellent organizational skills and the ability to multitask

•    Proficient computer skills and a knowledge of student on-line systems

•    Strong ability to work with others in a team environment in a collegiate manner

•    Ability to communicate effectively both orally and in writing

•    Ability to deal tactfully and effectually with prospective students, guidance counselors and HCC staff

•    Ability to work independently with minimal supervision.