The Support Professional Financial Aid Office Manager ensures office operations are well-organized, with a focus on efficiency and student service. The Office Manager will assist the Executive Director of Financial Aid and Financial Aid Office staff by scheduling and organizing all department-related events and meetings; preparing meeting minutes; updating financial aid web pages and social media; maintaining policies and procedures; monitoring and maintaining the office budget; assisting with the development of reports, presentation materials, forms, and print materials; and hiring and supervising student employees. The Office Manager also functions as a key customer care specialist in answering financial aid questions in person and via phone, email, text messaging, and click to chat, and in assisting with federal work-study and consortium-related processes.
Requisition ID:
Position Number: 00001455
Employee Group: APSS
Schedule: 40 hours/52 weeks
Compensation: Level A
Benefits: Full-time
Reports to: Executive Director of Financial Aid
Posting Opens:
Posting Closes:
ESSENTIAL FUNCTIONS
- Schedule and organize all department-related meetings and events, including staff meetings, high school and community presentations and workshops, and financial literacy events
- Serve as a customer care specialist in answering financial aid questions in person and via phone, email, text messaging, and click to chat web software. Provide students and parents with basic information related to admissions, orientation, academic advising, registration, and payment/refund processes as part of the GRCC enrollment management team.
- Prepare minutes for staff and other department-related meetings
- Monitor weekly budget reports, maintain internal budget documents, and record Financial Aid Office expenses to assist Budget Control Officer in managing the departmental budgets
- Compile and update all financial aid-related standard letters, forms, and informational materials to address changes in federal, state, and college policies and procedures
- Coordinate production with Printing Services
- Ensure content on Financial Aid Office web pages and social media is up-to-date
- Coordinate with the Instructional Support Office to ensure that financial aid-related content in the college catalog is up-to-date
- Act as the primary contact for all financial aid consortium agreement students and partnering institutions. Prepare financial aid awards and monitor enrollment for participating students. Provide necessary
- documentation and information to the Student Records Office and to partnering institutions.
- Monitor usage and order office supplies and other materials for the Financial Aid Office
- Hire, schedule, and evaluate Financial Aid Office student employees
- Assist in the preparation of reports and materials for audits, subpoenas, and loan servicer requests
- Assist with updates to Financial Aid Office policies, procedures, and training documents
- Coordinate with Student Employment Services and the Executive Director of Financial Aid in awarding and reconciling federal work-study funds
- Assist Financial Aid Loan Specialist with monthly reconciliation of student loan funds
- Assist the Associate Director of Financial Aid - Customer Service with the development of weekly customer service schedules
- Monitor and adjust student loan awards to address subsidized usage limits
- Review and process class drop reports received from Dean’s offices
- Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
- Performs other duties as assigned
JOB SPECIFICATIONS
Educational Credentials
- Associate's degree or comparable combination of relevant education and experience
Work Experience
- At least three (3) years of similar customer service experience with some administrative experience
- Experience with federal and state financial aid, including assisting students with completing financial aid paperwork
- Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may be required.
Skills
- Strong command of Microsoft Office and Google Suite software
- Working knowledge of PeopleSoft Campuswide Information System and Perceptive Content (formerly ImageNow) preferred
- Working knowledge of financial aid web systems preferred. These include the Student Aid Internet Gateway (SAIG), the Common Origination and Disbursement website (COD), National Student Loan Data System (NSLDS), and Financial Aid Administrator (FAA Access).
- Strong mathematical skills required
- Fluency in Spanish preferred
Physical Demands
- Ability to work under pressure with many interruptions in a busy student-centered environment
- Adaptability to changing technologies and responsibilities
- Must enjoy working with the public and possess excellent oral and written communication skills
- Ability to manage high volumes of service requests via phone, email, text message, and in person promptly, courteously, and professionally
- Attend professional development conferences, seminars, workshops, and webinars to stay abreast of current regulations, trends, and best practices in the student financial aid profession
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
- Effective supervisory skills and experience establishing positive working relations with others
- Must be efficient with good attention to detail and possess strong organizational, problem-solving, decision-making, and complaint resolution skills
- Must demonstrate good independent judgment in handling sensitive or difficult situations
- Must maintain a high level of confidentiality and exercise sound data security practices
- Ability to plan and work independently and as a team member
Working Conditions
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
- Offices, classrooms, and computer labs in customer service setting
- Ability to work in a high traffic, indoor office environment
- Travel to offsite locations may be required