Posting Details Posting Details

Requisition Number S2925 Position Number 000476 Position Classification Title Student Services Specialist Functional Title Financial Aid Counselor Position Type Staff University Information Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B. Primary Purpose of the Organizational Unit The mission of the Office of Financial Aid and Scholarships at UNCG is to assist students in reaching their academic goals by serving as a primary advocate for students and families as we assist in removing barriers to receiving financial assistance. The Financial Aid Office works to meet these goals by embracing technology, reviewing and improving procedures, and ensuring compliance with state and federal regulations. Position Summary The primary purpose of the Financial Aid Counselor is to develop expert knowledge of the federal, state, and institutional aid regulations and guidelines and to administer financial aid knowledge to students and families to assist them in resolving the issues they encounter when navigating the complex financial aid process. Counselors must apply decision-making and discernment skills in order to resolve the multitude of issues that families encounter in the aid process. The counselors must be ready to adapt their style to the many different types of students they work with- new freshmen, transfers, graduate students, online students, parents, veterans, and other family members. The financial aid counselor encounters a wider variety of people, student types, and ages than any other office on campus. They may be working with a first-generation freshman one minute and then working with a graduate student on plus loans the next. They have to understand the needs of each type and the issues that each might encounter in order to properly service the student.

The counselors must be adept at communicating complex aid regulations in a manner that first-generation students and families can understand and navigate. They must be articulate and accurate in their communication but also display empathy because they often deliver bad news. The counselors will encounter students/families who are upset and are displaying their emotions through tears or anger. They must utilize counseling skills to de-escalate tense situations regularly. We do not have enough aid to cover the unmet need of the vast majority of our students. Students and families often take out their frustrations on the frontline counselors who must be adept at handling these tricky situations and determining what they can and can’t do for families under current guidelines and regulations.

Counselors are responsible for expert communication skills in multiple modes- email, phone, chat, in-person, and virtual. They need a thorough understanding of how to deliver instruction and information appropriately in each medium. They guide families through complex processes and have to approach their guidance differently based on the mode of communication.

Often in their communication with students, they have to conduct follow-up processing after their interaction. Counselors analyze information to ensure the FAFSA data is accurate. They process received financial aid documentation and then follow up with the student to confirm processing has been completed. Their interactions aren’t simply communicating information, but instead actively resolving issues by processing documentation and resolving issues in Banner and then following up with the student.

Counselors are also called upon to give parent night presentations at local high schools, deliver financial literacy presentations to FYE course sections, and participate in Admissions recruiting events explaining the aid process to new students and families. Minimum Qualifications

BACHELOR’S DEGREE; OR EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE. ALL DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS.

Additional Required Certifications, Licensures, and Certificates Preferred Qualifications Alternate Option If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations. Special Instructions to Applicants Applicants are required to upload a list of at least three (3) professional references that includes: Name, Company Name, Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor. Email Address Contact Phone Number Recruitment Range $45,916 - $47,805 Org #-Department Financial Aid - 10208 Work Hours of Position 8 A.M - 5 P.M., M-F; occasional evenings and weekends Number of Months per Year 12 Posting Requirements Job Family Information & Education Career Banded Title Student Services Specialist Open Date 01/16/2025 Close Date 02/07/2025 FTE 1.000 FLSA Non-Exempt If other, please indicate If time-limited, please specify end date for appointment. Salary Grade Equivalency Key Responsibilities ________________________________________________________________________________________________________________________

Key Responsibility Applying expert knowledge of federal, state and institutional regulations to financial aid processes Essential Tasks Maintain expertise in state and federal regulations, institutional policies, and industry trends. Analyze financial data, family circumstances, academic status, and educational goals to determine students’ eligibility for financial aid programs. Address a wide range of issues, from basic aid inquiries to challenges such as exhausted aid eligibility or loss of aid due to poor academic performance. Attend training sessions, professional development opportunities and conferences to stay informed about regulatory updates and industry trends. Participates in standing department committees to provide advice on procedural issues.

Key Responsibility Administration of Aid and problem-solving/resolution of issues related to processing and awarding aid and providing follow-up.

Essential Tasks Revising student aid offers/awards based on awarding methodology. Packaging student awards. Processing documentation (documents for verification, SAP, attendance verification, appeals, etc..). Review files for completeness- attaching documents to files for completion. Interpreting quality assurance requests. Reviews and implements new regulations. Ethically executes all regulations.

Key Responsibility Data Input, Record-Keeping, Presentation Skills, and Technological Skills Essential Tasks Expert-level knowledge of and daily use of the Banner Financial Aid module. Ability to use an advanced telephone call center and document imaging system. Development and delivery of financial aid presentations using PowerPoint or other visual aids. Familiarity with other useful computer applications needed to enhance job performance. Key Responsibility Provide exemplary customer service skills in interactions with students and family and campus partners Essential Tasks Must demonstrate a customer service orientation and ability to collaborate with students, parents, staff, and outside organizations. Utilize various communication methods (email, phone, in-person, chat, and virtual meetings) to assist students and families with financial aid concerns. Assess individual circumstances, provide guidance, and resolve complex issues within the financial aid process. Apply empathetic counseling, discernment, and in-depth knowledge of financial aid regulations to deliver personalized solutions. Provide counseling on all aspects of financial aid, including verification, billing, and eligibility determination. Collaborate effectively with campus departments to actively support student recruitment and retention.

Competency ________________________________________________________________________________________________________________________

Competency Decision Making Competency Description Knowledge and use of effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions.  Ability to take action consistent with available facts, constraints, and anticipated consequences.  Ability to analyze and synthesize relevant policies and legislation, and apply them across a variety of situations. Competency Level Journey Competency Program Management Competency Description Ability to identify and understand student service issues, client needs, and matters of a recurring nature to effectively address and resolve the issue.  Initiate creative programming to engage student participation.  Ability to collect, research, and analyze information for processing, monitoring, or measuring data.  Ability to develop some internal processes and prioritizes workload.  Ability to generate non-standard reports.  May require ability to function as a team member of more than one student service program team or specific area of expertise.  May require ability to assign and review the work of others.  Ability to mentor and assist others in various areas of technical expertise.  Ability to conduct training for groups and individuals. Competency Level Journey Competency Information/Records Administration Competency Description Ability to perform research, data collection, and analysis of information, and report writing.  Ability to utilize, reconcile, and manipulate data from different internal and external software systems.  Ability to apply an in-depth knowledge of program specialty or multiple program areas to improve existing programs or develop new programs. Competency Level Journey Competency Coordination Operations Competency Description Ability to coordinate and manage a broad scope of work operations and processes to meet programmatic expectations and outcomes. Competency Level Journey Competency Client/Customer Service Competency Description Ability to develop and maintain effective working relationships with client/customer in order to initiate, facilitate and complete work in assigned student service program area.  Ability to independently interpret policy and procedure within delegated authority when responding to client/customer requests and non-standard issues.  Ability to recognize how individual decisions impact other program areas and their goals.  Ability to employ de-escalation techniques and conflict management strategies when appropriate.  Ability to understand the role of clients in their work environment. Competency Level Journey Competency Managing Work and Performance Competency Description Ability to monitor work of student workers and staff, closely and ongoing, to assess and problem-solve.  Ability to review performance on a daily basis and provide suggestions and gives instructions for improving work. Competency Level Contributing ADA Checklist ADA Checklist

"R" for Rare (0-30%), "O" for Occasional (30-60%), "F" for Frequent (60-90%), "C" for Constant (90-100%)

Physical Effort Reading - F, Writing - F, Hearing - F, Talking - F, Sitting - F Work Environment Inside - C Applicant Documents Required Documents Resume/CV Cover Letter List of References Optional Documents Posting Specific Questions

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