Representative, Financial Aid Customer Service

Job Summary

The Representative, Financial Aid Customer Service provides customer service to students, parents and general public via various communication methods to support the daily operation of the Financial Aid Department. This position will provide secretarial/clerical support as needed.

ESSENTIAL FUNCTIONS

• Comply with all Family Educational Rights and Privacy Act (FERPA) regulations.
• Greet students at the front counter/desk or over the phone.
• Perform clerical tasks for the Financial Aid Office and provide assistance with office equipment such as copiers and fax machines. Order and maintain office supplies and tracks inventory on all information sheets and pamphlets.
• Ensure the “Whos Next” system is accurate and current.
• Provide students with accurate information regarding the financial aid application and award process.
• Adhere to all job expectations and customer service plan requirements.
• Attend all mandatory trainings, meetings and request additional assistance when needed.
• 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.
• Provide students with a confidential setting (if requested) and ensures that sensitive matters are treated appropriately.
• Enter data into the PeopleSoft system accurately and in accordance to office policies and procedures.
• Handle difficult customers professionally and with respect.
• Assist parents and students with the financial aid application process and address questions or concerns, using various communication methods (email, phone, in-person, text, etc.).
• Provide coverage at various HCC Financial Aid Office locations as needed.
• Work with the HCC Financial Aid Call Center to help meet student needs and resolve student issues.
• Work with other Student Services Departments to assist students with unusual situations and resolve issues to enable the student to be academically successful.
• Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

• High school diploma/GED required
• Associates degree preferred
• 1 year of customer service experience required, preferably in a Student Financial Aid Office
• Experience working with security sensitive and confidential records

Licensing & Certification

• Valid Texas Driver License

Special Skills

• MS Office Programs
• Information Management Systems
• Budget Management
• Knowledge of federal, state and institutional financial aid programs

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.