Financial Aid Associate

Position Summary

The Financial Aid Associate provides administrative, operational, and student-service support to the Financial Aid Department. This position serves as an accessible first point of contact for prospective students, current students, families, and other stakeholders seeking assistance with financial aid processes.

The Financial Aid Associate manages a high volume of telephone, email, voicemail, and service-ticket communications; assists students and families with FAFSA completion and required documentation; supports appointment scheduling and follow-up; and routes complex matters to the appropriate Financial Aid Officer or department representative. The successful candidate will demonstrate excellent customer service, sound judgment, attention to detail, and the ability to communicate financial aid information clearly and professionally.

Student and Family Support

• Serve as a primary point of contact for prospective students, current students, families, and external parties seeking financial aid assistance.
• Respond to general questions regarding financial aid programs, application processes, eligibility requirements, required documentation, and important deadlines.
• Explain financial aid policies and procedures clearly while remaining within the position’s assigned authority and scope of responsibility.
• Assist students and families with completing the Free Application for Federal Student Aid (FAFSA).
• Help troubleshoot common FAFSA application issues and identify missing or incomplete information.
• Provide continuous support as prospective students transition to enrolled student status.
• Maintain a welcoming, professional, and service-oriented experience during every interaction.

Departmental Communication

• Manage the Financial Aid Department’s shared email inbox and Freshdesk service queue.
• Review, prioritize, respond to, document, and appropriately route inquiries.
• Monitor departmental voicemail and return calls promptly and professionally.
• Answer and direct incoming telephone calls based on the nature and complexity of each inquiry.
• Escalate sensitive, complex, or regulated financial aid matters to the appropriate Financial Aid Officer or department leader.
• Ensure communications are accurate, timely, professional, and consistent with University policies.

Outreach and Follow-Up

• Conduct outbound calls, emails, and other approved outreach to students and families.
• Remind students and families of upcoming financial aid appointments, deadlines, and documentation requirements.
• Follow up on incomplete FAFSA applications and outstanding financial aid documents.
• Contact students who miss scheduled appointments with Financial Aid Officers or other department representatives.
• Encourage timely completion of financial aid requirements and clearly communicate appropriate next steps.
• Document outreach attempts, responses, and resolutions in designated University systems.

Administrative and Operational Support

• Provide administrative support to Financial Aid Officers and department leadership.
• Maintain accurate student records, communication notes, and supporting documentation.
• Perform data entry, document tracking, filing, scanning, and other record-management activities.
• Assist with scheduling appointments and coordinating student follow-up activities.
• Review records for completeness and identify missing, inconsistent, or potentially inaccurate information.
• Perform basic calculations and verify routine information as assigned.
• Support departmental projects, reporting, and other operational priorities.
• Maintain organized workflows while managing multiple deadlines and a high volume of student inquiries.

Compliance and Confidentiality

• Protect the confidentiality of student, family, and institutional…