Senior Financial Aid Counselor

Office of Financial Aid

Full-Time, Regular, Exempt, Pay Grade 1.3

Location: Stateside Hybrid in Adelphi, MD

University of Maryland Global Campus (UMGC) seeks a Senior Financial Aid Counselor in the Office of Financial Aid. The Senior Financial Aid Counselor will serve as a content knowledge expert and resource for the front-line financial aid counselors. The Senior Financial Aid Counselor is the first responder for finding rapid and accurate solutions to issues escalated by Counselors through cases, phone calls, emails and other channels. This position requires individuals to perform multiple tasks utilizing proven problem-solving skills and knowledge of financial aid policies and procedures, with the highest level of customer service.

A successful Senior Financial Aid Counselor performs at an extremely high level, has extraordinary customer service skills and embraces change. They consistently exceed expectations by working in a timely, effective, and personalized way to deliver optimal resolution. The Senior Financial Aid Counselor holds themselves to a high standard, relishes opportunities to lead by example and comfortably works side by side as a member of a team. The candidate should be confident, enthusiastic and provide exceptional service to every student during every interaction.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Responsible for complete and accurate FAFSA reviews to resolve various types of verifications required by the Department of Education. Review federal income tax returns, resolve student information discrepancies, and review financial aid documents for accuracy, completeness and compliance with federal, state and institutional laws, regulations and policies.
• Work extensively on various special projects for loan proration, Pell grant adjustments, unusual enrollment history and working authorization/failure reports to ensure compliance.
• Develop and maintain current knowledge of Federal Title IV regulations, state laws and institutional policies pertaining to financial aid.
• Serves as a key resource for counselors on all financial aid policies and procedures
• Aids in creating a culture where every team member embodies the “students first” core value in each student interaction
• Be a first responder to student escalations from counselors and identify trends in counselor errors and escalations.
• Accurately document and maintain student information in the CRM system
• Identify trends in counselor errors and escalations
• Develop and maintain the content knowledge required to create comprehensive financial plans for students based on available aid, payment plans, scholarships, veterans benefits, military tuition benefits, employer tuition assistance, and other sources of payment, to include total cost to complete their program.
• Correspond clearly and effectively with all students
• Other job-related duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• At least one to two (1-2) years of experience in a student-facing financial aid counselor position
• Bachelor’s degree from an accredited institution of higher learning
• Upbeat and outgoing personality with a desire to encourage others to succeed
• Exemplary productivity and customer service skills

PREFERRED EDUCATION AND EXPERIENCE:

• At least two to three (2-3) years of experience in a student-facing financial aid position
• Skilled at working with the entire student population, including military, veteran and civilian students

MINIMUM SKILLS AND KNOWLEDGE:

• Ability to work with detailed information from a variety of sources.
• Excellent interpersonal, verbal and written communication skills.
• Demonstrated experience with computerized office systems including, but no limited to, Microsoft Office applications such as Word, Excel and PowerPoint.
• Demonstrated ability to prioritize and manage multiple administrative tasks with minimal oversight.
• Extensive experience with Title IV regulations and requirements.
• For Financial Aid positions: Must be able to meet and maintain access requirements for secure federal and/or state websites, such as the National Student Loan Data System (NSLDS).

DUTY STATEMENTS:

• Employees are required to work university commencement
• Employees may be required to work evening, weekend and holiday hours based on business need
• Employees are required to work all or part of the university holiday break and other observed Federal and university holidays.

Must be able to meet and maintain access requirements for secure federal and/or state websites, such as the National Student Loan Data System (NSLDS). Individuals cannot currently be in default on a student loan.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected].