"Program Specialist 2 – Counseling, Coaching & Outreach"

Job Summary

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.

Required Qualifications

• Bachelor’s degree and minimum one year financial aid, higher education, accounting or lending experience; OR minimum three years financial aid related experience
• Analytical and critical thinking skills to manage complex tasks in adherence to federal and state regulations.
• Excellent written and verbal communication skills.
• Pass the requirements to access all Federal and state aid related administration systems.
• Demonstrated ability to apply a responsive and flexible approach that is supportive of the needs including universal access of our students, faculty, staff and the public.

Preferred Qualifications

• Master’s degree
• Experience with Banner Financial Aid system
• Experience working in fast paced, high demand environment.
• Experience in problem resolution and customer de-escalation.

Job Duties

COUNSELING AND COACHING (40%)

• 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 serves 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.

EVALUATION, PACKAGING AND PROFESSIONAL JUDGMENT (40%)

• 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 financial aid within regulations.
• Review complex family financial information and situations and apply sound judgment to arrive at defensible decisions which are well documented and will withstand review by audit.
• Attend training opportunities in order to stay abreast of changing regulations, adherence to regulations, and enhance service to students.
• Stay current and compliant with federal, state and institutional financial aid regulations, policies and procedures governing the financial aid process, and maintain a working knowledge of federal, state and institutional sources of student financial aid.
• Develop and maintain a portion of the financial aid policies and procedures.

OUTREACH (10%)

• Deliver dynamic financial aid presentations to students and their families in support of recruitment goals, and assists with aid application processes at area high schools and other off-campus sites, as well as on campus.
• Meet and collaborate with others to identify and target at risk groups with additional communication and outreach.
• Follow established outreach guidelines and plans.

DIRECT FUNCTIONS (10%)

• Assist with documenting and logging forms in key Financial Aid systems, such as Etrieve.
• Assist with ad hoc or special projects, and provides accurate analysis of data and efficient completion of assignments.

OTHER DUTIES AS ASSIGNED (10%)

Salary Information

The salary for this position is $45,912 (minimum) up to $52,896 top salary being offered. Where the hired candidate will begin within this range is dependent on education, experience, and skills. In addition to salary, the university offers a comprehensive benefits package including health insurance and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees and eligible family members, discounted EWU sports tickets, full access to our campus workout facilities at a minimum fee and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits/insurance/.

Application Details

Applications will be accepted through November 30, 2025; screening of applications will begin the next day. All materials will be held in strictest confidence; references will not be contacted until candidates have been notified.

Submit your application materials through our online applications portal provided below. If you are unable to submit through the applicant portal, please contact Human Resources Services at (509) 359-2381.

To apply, visit https://jobs.hr.ewu.edu/postings/14180

Posting Date

11/13/2025

Closing Date

11/30/2025

Screening to Begin

12/01/25