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Houston City College · 14 hours ago

Advisor, Financial Aid

Houston, Texas, Stafford Center

Full-time

Onsite

Entry, Mid Level

2+ years exp

Houston City College is a large, open-admission community college serving the Greater Houston area. They are seeking an Advisor for Financial Aid who will provide guidance to students on financial aid opportunities and ensure efficient operations of the Financial Aid Offices, while delivering excellent customer service and support to enhance student success.

EducationHigher EducationTraining

Responsibilities

Provide quality customer service to students and families

Comply with all Family Educational Rights and Privacy Act (FERPA) regulations

Provide students with accurate information regarding the financial aid application and award process

Adhere to customer service plan requirements

Attend all mandatory trainings, meetings and requests additional assistance when needed

Trainings may include, but are not limited to, traveling to various HCC locations including the District Office for extended lengths of time

Stay abreast of regulatory changes and ensure the information provided to students is accurate and up-to-date

Assist students and their families in a timely and professional manner

Ensure students feel welcomed in the Financial Aid Office and are treated with the highest level of respect, professionalism, and integrity

Assist parents and students with the financial aid application process and addresses questions or concerns, using various communication methods (email, phone, in-person, text, etc. )

Attend and provide Financial Aid information at HCC College events, high school workshops and other external community events

This includes evening and weekend events

Provide students with a confidential setting (if requested) and ensure that sensitive matters are treated appropriately

Work with other departments and process appeals, dependency overrides, and special circumstance requests accurately and timely to enable the student to be academically successful

Enter data into information management system accurately and in accordance to office policies and procedures

Handle difficult customers professionally and with respect

Assist the student workers in the Financial Aid Office with questions, concerns or unresolved student issues

Provide coverage and leadership at various HCC Financial Aid Office locations as needed

Respond to District staff inquiries in a timely, respectful, and professional manner

Assist the Representatives, Front Desk Customer Service with questions, concerns or unresolved student issues

Assists the Coordinator, Customer Service in monitoring and evaluating the customer feedback system to help resolve student issues

Respond to student and parent complaints, and works with the Coordinators, Customer Service to address all complaints in a timely manner

May have to work beyond the normal schedule (i.e. evenings and weekends)

Perform other duties, tasks and assignments as required

Qualification

Student Financial Aid ExperienceInformation Management SystemsFederal Financial Aid ProgramsMS Office ProgramsBudget ManagementCustomer ServiceChange ManagementCommunication SkillsIntegrityCritical Thinking

Required

Bachelor's degree required

2 years of professional work experience in a Student Financial Aid Office required; experience must be recent, within last 3 years (i.e., awarding financial aid, counseling/advising, accounting, federal/state administration, etc.)

Experience working with security sensitive and confidential records

Valid Texas Driver License

MS Office Programs

Information Management Systems

Budget Management

Federal, State and Institutional Financial Aid Programs

Delivering High Quality Work

Accepting Responsibility

Serving Customers

Supporting Organizational Goals

Driving Continuous Improvement

Acting with Integrity

Thinking Critically

Managing Change

Communicating Effectively

Preferred

Experience in a call center or fast paced customer service-related environment is preferred

Company

Houston City College

Glassdoor3.8

Houston City College is one of the largest institutions of higher education in the country with more than 70,000 students each semester, including more international students (nearly 8%) than any community college in the country.

Founded in 1971

Houston, Texas, USA

1001-5000 employees