Job Details

Financial Aid Manager Of Counseling

The Financial Aid Manager of Counseling reports to the Associate Director of Financial Aid Operations and leads the front-end student support team. They provide guidance to ensure a high level of service for students and families on the administration of various federal, state, and institutional financial aid programs. This position also serves as the initial point of escalation inquiries, oversees the daily student service schedule, and coordinates financial aid events. Other responsibilities include conducting student need analysis, performing federal verifications and packaging of student aid, certifying federal loan eligibility, making professional judgment decisions regarding student aid eligibility, and facilitating problem solving with students and parents while ensuring compliance with federal regulations. Additionally, incumbents in this job classification will interact with specific external departments and outside agencies to coordinate and facilitate the processes for students' aid eligibility.

Leadership And Management

• Provide support and resources to the financial aid front end counseling team to promote an atmosphere of excellent customer service for students and their families.
• Manage and coordinate the daily financial aid schedule to ensure adequate staffing and coverage through various contact methods to our office including in-person, phone, Zoom, and email.
• Ensure accuracy and timely responses to emails and voicemail returns based on established timeline standards.
• Analyze data and various reports to develop strategies and plan for peak time traffic and numbers and communicate needs to financial aid leadership.
• Serves as the initial point of contact for student escalations to address issues and conflict management.
• Leads financial aid outreach campaigns by emails and phone calls to support various office goals including completing financial aid applications, outstanding requirements, and other reminders.

Customer Service

• Counsels prospective and enrolled students and their families on all aspects of financial aid, to include financial management and budgeting practices, as appropriate.
• Effectively communicates to students, parents, and other constituents the details of all major financial aid applications and programs (including but not limited to regulatory requirements).
• Maintains knowledge of federal and state regulations, and university policies related to financial aid programs to ensure the proper processing and documentation of awards.

Financial Aid Processing

• Lead the review process on documents submission in Ellucian Student Forms, ensuring the completeness and accuracy of verification and appeal documents. Effectively communicating with students to collect the necessary documentation.
• Accurately performs verification of federal financial aid application data in accordance with federal regulations.
• Make corrections to the student's Free Application for Federal Student Aid (FAFSA) or CA Dream Act Application (CADAA) and financial aid package when applicable due to verification.
• Research applicable U.S. Department of Education directive and/or Internal Revenue Service publications for the proper handling and resolution of student files.

Financial Aid Outreach Events

• Coordinate and schedule financial aid outreach events including tabling, in-person presentations, and virtual webinars to local high schools, prospective and admitted students, and current students at USF. This may be outside of traditional office hours and/or out of town.
• Participate in Admissions events to support financial aid planning for prospective students and their families.
• Create and update financial aid presentation slides and materials such as video recordings and handouts.

Student Workers

• Supervise and mentor 3-4 Financial Aid Student Ambassadors.
• Assign projects and monitor progress, including data and report reviews, document imaging and quality assurance, presentation materials, call and email campaigns, and etc.
• Lead the retrieval and logging of voice messages.
• Assign and review email inquiries.
• Maintain and update the outside scholarship tool.

Other Duties

• Provide feedback for website enhancements and assists with the maintenance of FAQs, USF Scholarship Tool, ChatBot and other student resources to improve student experience.
• Assist in the creation and revision of forms used to collect required information.
• Review and update student communication plans within Ellucian Student Forms, as well as external student communication.
• Collaborate and train with the processing team to ensure a smooth verification process and seek ways to improve the student's experience while still adhering to federal regulations.
• Performs other duties and projects as assigned.

Minimum Qualifications

• Bachelor's degree from an accredited institution of higher learning and up to (2) years of Financial Aid experience.
• Working knowledge of Title IV regulations.
• Strong command of the English language, both verbally and written.
• Public presentation skills, and willingness to utilize such skills.
• Strong interpersonal and customer service skills with an ability to advise students.
• Detail and goal oriented with excellent organizational skills that enable one to organize and prioritize multiple complex projects and tasks simultaneously.
• Technical skills including intermediate to advanced proficiency with Microsoft Office Suite, Google Suite, document and email applications, and database management including use of automated financial aid systems, preferably Ellucian Banner system.
• Ability to think creatively and strategically.
• Ability to spend extended periods of productive time conducting business on the telephone and/or utilizing a computer keyboard while viewing the computer screen.
• Must be able to obtain and retain user access to the National Student Loan Data System (NSLDS), i.e., may not be in default on any student loans or owe repayment of any federal or state grants.
• Understanding of and commitment to USF's Vision, Mission and Values.

Full-Time/Part-Time: Full time

Pay Rate: Salary

Salary Range: $70,000 - 74,500 annualized; commensurate with experience