This position is responsible for improving and maintaining interaction between the Financial Aid Office and GRCC students, including prospective students. A primary goal of this position is to ensure that all forms of contact with GRCC students and community provide thorough, accurate, and student-oriented information to assist students through financial aid processes. This position oversees the day-to-day financial aid customer service operations. This work includes providing a welcoming environment for student interaction with the Financial Aid Office and utilizing the website; email and texting software; FAFSA and GRCC events; and other resources to proactively communicate with students. To accomplish these goals, the position works in close collaboration with other Student Services offices to ensure quality and responsive service to all current and prospective GRCC students. This position also trains staff working within the Student Services area and proactively addresses and resolves student concerns.
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Foster and promote practices which support the vision of a fully integrated enrollment management model in an effort to create a seamless, student service experience
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Oversee the day-to-day Student Service area financial aid-related operations
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Supervise the One-stop Specialists—Financial Aid, contingency staff, and student employees working within the Student Services area
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Develop proactive communication with students, including increased use of various forms of media, such as texting, video, email, and web resources. This effort is accomplished in cooperation with other GRCC departments
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Lead the enhancement and expanded use of various software tools, including Campus Logic Student Forms, EAB Navigate, and other resources that are student focused and improve the student experience
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Develop processes for assessing financial aid processes for students. Develop project improvements based on the analysis of the assessments. Ensure that processes are compliant with government regulations
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Coordinate, schedule, and conduct FAFSA completion events and workshops for students, parents, high school counselors, and community agencies. This includes GRCC sponsored events, such as Open Houses, Orientation, Ready Set Enroll events, etc.
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Schedule all customer service activities, including coverage for walk-ins, appointments, phones, and text messaging. This includes the scheduling of financial aid team members outside of customer service (e.g., processing staff) to assist with coverage needs
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Oversee financial aid complaint management system, and investigate, document, and resolve issues as they arise
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Advise and assist current and prospective students and their families by phone, in-person, and via email, chat, and texting with all aspects of the financial aid application process
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Develop and provide financial aid training to the Financial Aid Office, Enrollment Center, Call Center, Lakeshore, M-TEC, and other GRCC offices regarding financial aid policies and procedures
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Lead the implementation of various processes and develop policies for Required Coursework, SAP, GRCC’s attendance policy
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Work in cooperation with the Dean of Student Success, Associate Deans, and staff to provide financial aid information necessary to evaluate emergency grant and loan requests
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Work in coordination with IT and other campus offices to create and maintain imaging functionality. Supervise day-to-day Perceptive Content document imaging system and workflow processes for the Financial Aid Office
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Review and update financial aid-related forms and communications on a semester-by-semester basis. Implement ways to provide students with early and frequent information
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Oversee, improve, and update web pages as necessary to ensure accurate information is available to students
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Oversee and ensure accurate needs analysis and financial aid award disclosures are provided to third party agencies and partners: Bureau of Indian Affairs, Native American Tribal Councils, Bethany Christian Services, Lutheran Social Services, State of Michigan ETV Fostering Youth Office, Department of Labor Rehabilitation Services, and Section 8 Housing offices
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Monitor, analyze, and interpret regulatory changes and updates through publications such as the FSA Handbook, IFAP, NASFAA News, FSA Dear Colleague Letters and Electronic Announcements, and Michigan Student Scholarships and Grants Handbook and Newsletters
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Assist the Executive Director of Financial Aid as needed with the completion of the FISAP, IPEDS, NAITW, BIA and other federal, state, and accrediting agency reporting requirements
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Assist Executive Director of Financial Aid with collection of information required for external audits, and federal and state program reviews as needed
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Attend professional development conferences, seminars, workshops, and webinars to stay abreast of current regulations, trends, and best practices in the student financial aid profession
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This role is a Campus Security Authority (CSA). CSAs will be trained and responsible for reporting Clery Reportable Crimes to Campus Police as required by the Clery Act.
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Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
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Performs other related duties as assigned
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Working knowledge of government financial aid systems (preferably COD, NSLDS, FAAccess, SAIG, and Mi-SSG)
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Demonstrated ability in communication, team building and interpersonal skills. Demonstrated ability to work with and respect a diverse population
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Excellent listening and communication skills, both verbal and written. Must demonstrate a high level of customer service and ability to communicate effectively with a diverse student, staff and business partner population
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Demonstrated ability in process improvement, presentation skills, training, and written and verbal communication
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Demonstrated ability to make presentations to large groups (50 people or more)
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Exceptional planning and organizational skills and the proven ability to manage multiple, complex projects simultaneously
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Ability to demonstrate process improvement experience and strategic thinking
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Proficiency with MS Office products and student information systems (preferably PeopleSoft Campus Wide Information System)