Summary:This role’s focus is to assist students and families proactively in affording an education at Queens by optimizing funding from federal, state and institution resources within the framework of established regulations and policies. This position reports to the Senior Director of Financial Aid and is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay or compensatory time off for additional hours worked.
Essential Duties and Responsibilities
Counsel and advise current and prospective students as well as their families on institutional, state and federal student financial aid programs, private alternative funding sources and payment plans administered by the university.
Communicate with students and their families along with appropriate agencies regarding student accounts.
Advise students and their families on payment plan options and monitor payment plan activity.
Work with the Office of Admissions personnel to further University objectives for freshmen and transfer student enrollment.
Have working knowledge of federal regulations, state law and university policies in awarding financial assistance to ensure compliance and audit requirements.
Determine eligibility and award various types of institutional, state and federal assistance in full compliance with state and federal regulations, university policies and audit requirements.
Administer and coordinate scholarships, both University awards and off-campus sources.
Provide superior customer service to students and their families.
Work with student and families to generate/collect necessary verification documentation as necessary to submit to the Assistant Director for completion of the verification process.
Work with students and families to address FAFSA C-flags situations as outlined in the FSA Handbook.
Prepare billings for third party payments on student accounts.
Verify information for accounts receivable holds.
Evaluate and make independent decisions in relation to unusual cases, special requests, and verification issues.
Present information sessions both on-campus and in the community.
Perform statistical reporting functions.
Special projects and additional duties as assigned to enhance the level of service and commitment to students, their families and the University.
Other duties as necessary to meet department and university needs.
Experience, Knowledge & Skills Required
Minimum three years of financial aid or related experience is preferred.
Excellent interpersonal and communication skills, with ability to quickly establish and nurture rapport.
Working knowledge of federal and state regulations regarding student financial assistance preferred.
Strong organization and analytical skills, including ability to perform statistical reporting.
Excellent judgment and decision-making skills.
Ability to quickly learn and apply new information.
Proven customer service skills and enthusiasm for providing exceptional service to diverse populations including undergraduate and graduate students, parents, staff, faculty and other constituencies.
Ability to demonstrate sensitivity to the financial concerns and stress of students and their families, and an aptitude for explaining complex financial information in terms that are easily understood and enhance the customer’s experience.
Ability to thrive in a fast-paced environment and to effectively prioritize assignments to meet given deadlines.
Proven attention to detail, accuracy, and timeliness.
Excellent organization and follow-up / follow-through skills to ensure completion of assignments within established timeframes.
Ability to remain calm and resourceful in stressful situations.
Ability to work both independently and collaboratively towards the optimum delivery of service to the customer.
Flexibility in work schedule to accommodate limited evening and weekend hours to accomplish objectives of the position.
Ability to use absolute discretion when dealing with sensitive, confidential materials; familiarity with HIPPA/FERPA a plus.
Proficiency with Microsoft Office, particularly Word and Excel.
Preference given to candidates with Power Faids and/or Jenzabar software experience.
Bachelor’s degree or equivalent combination of education and experience.
Physical Requirements(with or without reasonable accommodation)
Visual Abilities: Read reports, create presentations and use a computer system, 75-100% of the time
Hearing: Hear well enough to communicate with co-workers, vendors, and students, 75-100% of the time
Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems, 75-100% of the time.
Mobility: Open files and operate office machines; move between departments and attend meetings across campus, 50-74%of the time.
Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly, 75-100% of the time.
Lifting, Pulling, Pushing:Exert up to 30 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects, 0-24% of the time
Cognitive/Emotional: Ability to critically think and concentrate. Must be able to respond quickly to changes in conditions – 75?100% of the time.
Work in office environment involving contact with students, parents, alumni, faculty, staff, service providers and vendors.
Work has deadlines, multiple interruptions, high volume and may be stressful at times.
This position is expected to occasionally work extended hours &/or weekends to achieve objectives of the position.
The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.
Nestled in a historic tree-filled neighborhood just minutes from Uptown Charlotte, Queens has provided students with transformational experiences for more than 160 years.
A private, co-ed, masters-level university, Queens serves undergrad and graduate students in academic programs across the liberal arts and sciences as well as the professional fields of business, communication, nursing, health and education. All degree programs are grounded in a liberal arts core to help students hone their critical thinking, problem solving and communication skills.
With a 10:1 student-faculty ratio, the university is known for its student-centered mentality, welcoming southern hospitality and talented and caring faculty. Queens fosters student success through an intimate learning environment and excellence in teaching.
In keeping with its Presbyterian heritage, responsibility and service to society are critical components of Queens' culture, as expressed in its motto "Not to be served, but to serve."
Queens emphasizes active, collaborative learning with a focus on a 21st century global curriculum that takes students beyond the classroom and into the Charlotte community and the world... at large. With the city of Charlotte as an extended campus, students have the opportunity to launch into abundant internships, community service and academic partnerships. Undergraduate students must complete at least two internships. In addition, the majority of Queens' undergraduates study internationally in hundreds of countries via faculty-led study tours, international internships, language-immersion programs and semester exchange opportunities.
By graduation, students have obtained a comprehensive education grounded in the liberal arts and filled with opportunities to ready them for successful careers and meaningful lives.