Financial Aid Counselor - Customer Service

Job Summary

The Financial Aid Counselor-Customer Service position reports to the Associate Director of Customer Service and Programs. This position advises and counsels students, parents and the HPU community on all aspects of financial aid programs, eligibility, budgeting, financial planning strategies, and academic progress. This position also shares responsibility for delivering excellent customer service as a member of the financial aid team as well as supports and participates in activities that enhance enrollment and retention of students.

In addition, this position will assist in the processing of federal, state, and institutional financial aid in accordance with all federal, state, NCAA, and institutional regulations, policies, and procedures.

This position is a full-time, non-exempt, on-site position located at Waterfront Plaza (500 Ala Moana Blvd, Honolulu, HI 96813).

• A Bachelor's degree or a combination of relevant work and educational experience
• One or more years customer service experience
• Proficiency with MS Office.

• Two or more years of experience working in higher education counseling students, parents in the processing of federal financial aid preferably in a traditional college/university financial aid office.
• Knowledge of awarding and disbursing of federal financial aid.
• Experience with financial aid systems/software, preferably Ellucian Banner.
• Ability to manage complex tasks with minimal or no supervision.

• Candidates must be legally authorized to work in the United States. Visa sponsorship and relocation allowance is not available for this position.
• Report to work obligations to support the department and may require work during HPU’s winter break, if necessary.
• This position may be considered an essential position with report to work obligations depending on the type of emergency, campus closure, or evacuation.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Able to work all shifts and extended hours, including evenings and weekends.
• Successful candidate will be able to work in an environment that utilize excellent time and stress management skills.

• Counsel students and educate parents regarding federal, institutional and state financial aid opportunities and the responsibility of repayment of federal and alternative loans.
• Counsel students, parents and staff on the Free Application for Student Aid (FAFSA) application process, and the packaging and disbursement processes.
• Counsel students and parents in the necessity of specific information when a student’s file is selected for verification by the United States Department of Education (ED), or request review for special circumstances.
• Manage customer engagement through various means of communication such as a chatbot, email, telephone, and virtual meetings.
• Participate in various financial aid outreach events (some evenings and weekends) including in-person and virtual presentations

• Assist team members with processing and awarding
• Review documents from students and parents to ensure completion
• Scanning and Indexing documents in compliance with federal regulations
• Responsible for the packaging and revision of student financial aid awards
• Process various reports in a timely manner to ensure compliance such as potential over-awards, negative need processes, and ISIR/EFC review.
• Assist with updating forms and various messaging platforms

• Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments.
• Assists with seasonal peaks.

This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.

Hawaii Pacific University is an Equal Opportunity Employer committed to fostering a diverse, equitable environment in which faculty and staff can excel irrespective of race, color, national origin, sex, disability, age, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected class covered by state and federal law. Hawaii Pacific University encourages applications from veterans and individuals with disabilities.

A pre-employment background investigation is performed on candidates selected for employment.