Program Specialist -Counseling, Coaching & Outreach

Program Specialist 2 – Counseling, Coaching & Outreach

We are currently seeking skilled and team‑oriented applicants for the following position:
Program Specialist 2 – Counseling, Coaching & Outreach to support EWU’s financial aid team
. The Financial Aid Office at EWU strives to provide student‑centered quality service and to administer the financial aid programs in such a way as to maximize education access and support the mission of the University.

The Program Specialist 2 – Counseling, Coaching & Outreach will:

• Provide counseling and coaching to students, parents, faculty, high school counselors and others regarding financial aid eligibility, application procedures, satisfactory academic progress requirements, student budget development, and debt management.
• Serve as a campus partner resource for the Eagle Care Network and administration of emergency aid.
• Review files, award aid, and make informed and well‑documented professional judgment decisions.
• Deliver financial aid presentations and support community outreach efforts with campus partners, including a special focus on at‑risk populations.
• Complete assigned special projects and/or program responsibilities based on operational necessity and individual experience and skills.

A successful candidate for Program Specialist 2 – Counseling, Coaching & Outreach should be customer service focused and meet the talents necessary to accomplish the duties of the position detailed below.

The Program Specialist 2 – Counseling, Coaching & Outreach reports to the Financial Aid Assistant Director – Customer Service & Outreach, and will regularly collaborate with teammates, campus partners and community representatives, exploring and employing innovative solutions to all program related responsibilities.

Enrollment Services supports Eastern Washington University’s mission by providing exceptional service to students, families, faculty, staff, and community partners while contributing to a university centered on student learning and success. Our team is one of the most transparent and mission‑critical units on campus, and we are encouraged to share opinions and insights to better serve students and colleagues. Each team has clear and documented goals and priorities, and while we sometimes have to react to situations we encounter, our work is largely proactive.

Because we value mental, physical, and environmental health, you’ll be encouraged to take maximum advantage of flex, leave, and telework options as outlined by policy and the requirements of your team and position.

• Provide one‑on‑one counseling in person, through e‑mail and over the phone to applicants, students, parents and other community members. Areas of counseling include the financial aid application process and eligibility, scholarship processes and eligibility, satisfactory academic progress, budget development, debt management, and University policies and procedures.
• Provide guidance on resolving problems by explaining complex and detailed financial aid information in terms parents and students can more easily understand, and serve as liaison to other various campus and community partners.
• Meet and collaborate with others to resolve issues pertaining to student eligibility and awarding of financial aid. Participate in complex Customer Service Team decisions, policy development, and problem resolution.
• Serve as a member of the Eagle Care Network of coordinated campus services, including emergency aid.
• Follow documented policies and procedures to ensure responsive and successful customer service.
• Manage a portion of financial aid applications; determine if and what additional information may be required, make corrections, and revise financial aid offers to ensure compliance with federal, state and institutional policies.
• Use analytical and mathematical skills to evaluate numerical information presented on tax documents, student aid application records, and aid eligibility worksheets.
• Use professional judgment to accommodate and counsel students or parents regarding special circumstances.
• Make appropriate revisions to student eligibility, cost of attendance or…