Student Financial Services - Financial Aid Counselor

Summary

The Financial Aid Counselor at D'Youville University serves as a primary point of contact for students and families seeking assistance with the financial aid process. As a member of Student Financial Services, this position provides personalized, responsive, and student-centered support to help students understand their financial aid options, complete required steps, and navigate questions or concerns related to paying for college.

The Financial Aid Counselor works directly with prospective and continuing students to provide guidance regarding federal, state, institutional, scholarship, and loan programs.

The position is responsible for explaining financial aid information in a clear and approachable manner, assisting students with completing required processes, and helping resolve issues that may affect their ability to enroll, register, or remain financially cleared.

This is a highly student-facing position that requires excellent customer service, communication, organization, and problem-solving skills.

The Financial Aid Counselor will assist students through a variety of channels, including in person appointments, walk-ins, telephone, email, and virtual communication. The counselor will work to understand each student's individual circumstances and connect them with appropriate resources or next steps.

The position will also assist with the processing and maintenance of financial aid records, awards, and documentation in accordance with university policies and applicable regulations. The successful candidate will demonstrate a willingness to learn financial aid policies, procedures, and systems and apply that knowledge accurately in support of students.

The Financial Aid Counselor collaborates with colleagues across Student Financial Services and other university departments to provide a seamless student experience from enrollment through graduation.

• Serve as a primary point of contact for students and families seeking assistance with financial aid and related financial questions.
• Provide friendly, professional, and personalized customer service through in-person appointments, walk-ins, telephone, email, and other communication channels.
• Counsel students and families regarding financial aid eligibility, application requirements, award information, deadlines, disbursement, loans, and repayment responsibilities.
• Assist students with understanding and completing financial aid requirements, including FAFSA-related processes, verification requirements, loan requirements, and other outstanding items.
• Explain financial aid information and university policies in a clear, understandable, and student-friendly manner.
• Help students identify and resolve issues that may prevent or delay the receipt of financial aid or completion of their financial aid requirements.
• Review financial aid applications, documentation, and student records for completeness and accuracy.
• Assist with awarding and updating financial aid in accordance with university policies and applicable federal and state regulations.
• Maintain accurate and timely student records within the university's student information and financial aid systems.
• Respond to student questions and concerns in a timely manner and follow through to ensure issues are appropriately resolved.
• Recognize when a student situation requires additional assistance and appropriately refer students to other university offices, resources, or staff members.
• Assist with financial literacy programs, orientation activities, outreach events, recruitment events, and other student engagement initiatives.
• Collaborate with Student Accounts, Admissions, Registrar, academic departments, and other university offices to help resolve student questions and concerns.
• Participate in office initiatives designed to improve the student experience and the delivery of financial aid services.
• Maintain confidentiality and handle sensitive student information with professionalism and discretion.
• Remain current on changes to financial aid policies, procedures, and university processes through training and professional development.
• Perform other duties as assigned.
• Occasional evening and weekend hours may be required in support of recruitment, orientation, and student service initiatives.

• Bachelor's degree

• Previous experience in customer service, student services, higher education, advising, counseling, office administration, or a related field is preferred.
• Experience working with financial aid or higher education systems is helpful but not required.

• Strong commitment to providing excellent customer service and supporting student success.
• Excellent interpersonal and communication skills, with the ability to explain information clearly to students and families from diverse backgrounds.
• Ability to listen actively, demonstrate empathy, and respond professionally to students who may be experiencing stressful or sensitive financial situations.
• Strong…