The One Stop Specialist - Financial Aid Support Professional is responsible for the day-to-day customer service functions of the RJF Hall Student Services area. This is a high traffic, first line of contact for numerous services on campus. This includes assisting prospective, new, and current students in all aspects of the enrollment and financial aid processes. This position takes the lead with various admissions, enrollment and financial aid functions and works with other departments to provide excellent customer service to all students, staff and faculty of the college. This person serves as the resident expert on financial aid processes. Other responsibilities will include working with the Executive Director of Financial Aid to ensure quality and responsive services through various forms of communication and assisting with admissions processes. In addition, this position will assist in the supervision of student employees.
Requisition ID:
Position Number: 00001524, 00001862, 00001943
Employee Group: APSS
Schedule: 40 hours/52 weeks, Monday through Friday, 8:00 AM - 5:00 PM
Compensation: Level A
Benefits: Full-time
Reports to: Associate Director of Financial Aid, Student Engagement and Eligibility
Posting Opens:
Posting Closes:
ESSENTIAL JOB FUNCTIONS
- Foster a friendly, supportive, and welcoming environment for students and parents.
- Assist students and parents by providing information, directions, and next steps through in-person and virtual contact, telephone, text messaging, and/or e-mail.
- Assist students in the use of technology to obtain information and submit applications, including, but not limited to, the Online Center, the GRCC admissions application, FSA ID, FAFSA on the Web, online student loan application process, the tuition payment plan, and the GRCC Foundation online scholarship application.
- Provide extensive information regarding GRCC student services (i.e., application, enrollment, counseling services, etc.).
- Assist students and parents with interpreting their GRCC student account and planning for payment of educational expenses.
- Take a lead role in resolving front-line complaints and reducing frustrations.
- Serve as the lead for triaging, prioritizing, and organizing the front desk as well as being the first point of contact for inputting BIT reports or contacting campus police as issues arise.
- Refer students/parents to other Admissions, Enrollment, Financial Aid staff members and/or GRCC departments, as necessary.
- Assist in supervision of Student Services student employees.
- Assist students and parents with all aspects of the admissions and financial aid application and verification Processes.
- Image and link required financial aid documents received by paper or electronically through fax or email into the Image Now Perceptive Content system.
- Required to attend regularly, professional development and trainings pertaining to admissions, enrollment, financial aid, and other higher education updates.
- Assist in creating, reviewing and revising all financial aid communications and promotional/informational materials.
- Receive and respond to incoming phone calls to the Financial Aid office.
- Coordinate all incoming and outgoing office mail service.
- Assist in patch testing for updates to the Campus Wide Information System.
- Assist with ordering office supplies and printing services jobs.
- Handle and maintain highly confidential information, such as bio demographic information, social security numbers, grades, family situations, and income information appropriately and in compliance with FERPA, HEA, institutional and other regulatory data security protocols.
- Participate and assist with enrollment events, such as Raider Rally, Fall/Spring open houses, Ready Set Enroll, Orientation, and other such events, outside of normal working hours.
- Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
- Perform other related duties as assigned
JOB SPECIFICATIONS
Education
- Associate’s degree required or comparable combination of relevant education and experience
- Fluency in Spanish preferred
Experience
- Minimum of 3 years of experience in a customer service position required, preferably in higher education
- Experience working with the administration of federal student financial aid programs and admissions preferred
- Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may be required
Skills
- Responsibility
- Teamwork
- Adaptability
- Listening
- Achievement
- Information Skills
Mental Demands
- Display patience, diplomacy, and excellent public relations skills; project professional image.
- Ability to serve students of diverse backgrounds, educational levels, and linguistic abilities.
- Must be efficient and possess good organization, problem solving, decision making, and complaint resolution skills.
- Must use good independent judgment in handling sensitive or difficult situations.
- Must maintain highest level of confidentiality
Physical Demands
- Ability to lift and move up to 25 pounds
- Ability to sit for extended periods of time
Working Conditions
- Able to work indoors in an office setting with extended computer usage daily.
- Ability to work evenings and weekends as needed
- Ability to handle frequent interruptions.
- Travel to off site locations may be required
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.