"Clerk IV Student Financial Services - Mount Wachusett Community College"

General Statement of Duties

The Financial Aid Clerk is a full-time position responsible for supporting the day-to-day operations of the Office of Student Financial Services. This is a cross-trained professional that supports students and families seeking assistance with Financial Aid and Student Accounts. This individual should have strong customer service and problem-solving skills, as well as a commitment to working with a diverse group of students in support of the mission of the institution and the overall goals of increasing enrollment, retention, and graduation rates.

Responsibilities

• Serve as a front-line resource for prospective, current, and former students, as well as their families, providing exceptional customer service to all parties.
• Respond to inquiries promptly via phone, Microsoft Teams, email, and in person.
• Provide front-line troubleshooting and support, ensuring clear, empathetic, and accurate communication
• Maintain a visible presence in the office to offer walk-in support for students and staff needing immediate assistance.
• Assist with on-campus, phone, and email inquiries regarding all facets of Financial Aid, such as academic progress, scholarships, FAFSA preparation and submission, loan procedures, and reviewing awards.
• Utilize Banner system for data entry, review of student information, and running automated processes
• Utilize TargetX CRM for verification of admission/enrollment and to access cross-functional student communications.
• Typing email and letter correspondence, taking minutes for in-person and Teams/Zoom team meetings with action items, and related administrative paperwork and reports.
• Scheduling student appointments with Financial Aid staff.
• Registering student inquiries for FAFSA Friday appointments with EOC, and making referrals to Admissions, Registrar, Student Accounts, and other campus offices as needed.
• Making travel arrangements for professional staff, purchasing and ordering supplies.
• Monitors all office equipment - daily checks for paper, envelopes, shredder bin, toner, etc.
• Supervises SFS work study staff - ensuring they have sufficient work and reviewing completed work for timely completion and adherence to quality standards.
• Utilize FSA Partner Portal for FAFSA completion verifications.
• Maintain accurate and timely data in the student information system.
• Ability to multi-task, prioritize duties and exhibit excellent communication skills both written and verbal.
• Promote self-service tools among students, including web-based resources; assist with training students on the functionality of these tools to increase self-sufficiency and increase student financial literacy.
• Protect the confidentiality of student records and files within Student Financial Services.
• Process Tuition verification forms, as well as skip trace requests received by Student Financial Services
• Represent the Department at various events including Financial Aid and Registration Days, Orientation, and Admissions events.
• Other special projects and job-related duties as assigned.

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Job Requirements

Minimum Qualifications

Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in office work, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required experience.*

II. A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required experience.*

III. A diploma for completion of a one-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of one year of the required experience.*

IV. A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of two years of the required experience.*

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

Desired Qualifications

• Experience working at a college/university in financial aid with a significant percentage of first-generation students as well as adult learners, or underserved students.
• Demonstrated ability to operate with a strong sense of urgency, effectively prioritizing tasks and making timely decisions.
• Bilingual.
• Demonstrated knowledge of Microsoft Office.
• Excellent attention to detail and ability to handle multiple tasks in a fast-paced, high-volume environment.
• Sensitivity, commitment, and experience with the goals of Affirmative Action and workforce diversity.
• Ability to work effectively in multiple environments, including when on campus and at events.

Equivalency Statement

Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training and experience required for the responsibilities of this position.

Additional Information

Salary: $50,246.56 - $68,067.22

*An appointment made from outside the bargaining unit will be at step one unless the collective bargaining agreement dictates otherwise.*

Grade: 13

Employee Status: Full-Time, 8 am - 4 pm M, T, F; 10am - 6pm W, TH

Benefits: Yes

Hours per Week: 37.5

Number of Weeks: 52