Financial Aid Operations Specialist

PCN 631

Position Overview The Financial Aid Operations Specialist coordinates a variety of interrelated operational, administrative, and customer service processes to support the timely and accurate delivery of financial aid. Reporting to the Director of Financial Aid, this position assists in maintaining compliance with federal, state, and institutional requirements while supporting the day-to-day administrative and operational functions of the Office of Financial Aid.
The Financial Aid Operations Specialist serves as a primary point of contact for students and families and plays an important role in the overall management and coordination of office operations. The position works closely with Financial Aid staff, Student Accounts, and other campus partners to ensure effective service delivery, accurate processing, and a positive student experience.

Position Responsibilities:

Serve as a primary front-line resource for the Office of Financial Aid, responding to phone calls, emails, walk-in inquiries, and other requests from students and families.
Provide information and guidance to students and families regarding financial aid programs, requirements, processes, deadlines, and available financing options.
Perform quality assurance reviews of loans, awards, and other financial aid transactions to ensure accuracy and compliance with federal, state, and institutional regulations and procedures.
Collaborate with Financial Aid Counselors to ensure student files are complete and external documentation requirements are satisfied, including entrance counseling, Master Promissory Notes (MPNs), verification requirements, and other required documentation. Process and maintain financial aid documents and records, ensuring information is accurately recorded, appropriately maintained, and routed for timely review and action. Manage alternative/private education loan processing, including certification and related administrative requirements.

Perform loan certification and related loan-processing functions. Coordinate the processing and posting of outside scholarships in collaboration with Student Accounts, ensuring awards are accurately and timely reflected on student accounts and financial aid records.

Gather, organize, and maintain information and documentation required for internal and external audits, compliance reviews, and other reporting needs.  Assist with administrative responsibilities associated with former Perkins Loan borrowers and related records or inquiries.  Manage and train Financial Aid student employees, including assigning work, providing guidance, and monitoring the quality and completion of assigned responsibilities.  Serve as an office manager for the Office of Financial Aid, coordinating day-to-day administrative operations and helping ensure efficient office workflows, appropriate coverage, organization, and service delivery.

Coordinate departmental administrative activities, including processing invoices, ordering and maintaining office supplies, and other office management responsibilities. Provide administrative support to the Director of Financial Aid, including coordination of departmental activities, projects, documentation, meetings, and other administrative needs.  Serve as a project lead and/or departmental liaison for new College initiatives related to financial aid customer service, student experience, and operational improvements.

Collaborate with Student Financial Services, Registrar, Admissions and other College departments to support coordinated student service and effective resolution of financial aid-related issues. Identify opportunities to improve administrative processes, customer service practices, and office workflows and assist with the implementation of operational improvements.

Perform other responsibilities as assigned. Position

Qualifications:

Strong commitment to providing exceptional customer service, with demonstrated prior experience working directly with customers, students, families, or other constituents.

Two or more years of financial aid experience in an administrative, operational, or counseling capacity within a higher education setting. Strong organizational, administrative, and problem-resolution skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment. Demonstrated ability to coordinate office operations, workflows, projects, and administrative processes. Good working knowledge of federal Title IV, Massachusetts state, and institutional…