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Financial Aid Customer Service Representative

Houston Community College

Job Description

We are currently seeking a Financial Aid Customer Service Representative who will advance the institution’s proud tradition of excellence in academics, student life and community service.

The Opportunity
You: You thrive on helping students achieve their educational and career aspirations, and you’re looking for an opportunity where you can continue learning and growing in your career.

Your mission: You’ll provide high quality customer service to students, parents and the general public, and provide office clerical services as needed, to support the day-to-day operations of the Financial Aid department.

Your work: Highlights
In this role, you’ll assist parents and students with the financial aid application process.
It’s important that everyone feels welcome in the Financial Aid Office, and you’ll ensure that they are treated with the highest level of respect, professionalism and integrity. You’ll comply with all Family Educational Rights and Privacy Act (FERPA) regulations and provide students with a confidential setting (if requested), ensuring that sensitive matters are treated appropriately. You’ll respond to student questions and inquiries promptly and follow up as needed in a timely manner. In collaboration with other STU departments, you’ll assist students with unusual situations and resolve issues so students can be academically successful.

Professional Development Opportunities
At HCC, we support job-related professional growth that will enable you to advance your career goals, increase institutional effectiveness and improve the quality of our programs and services. You’ll discuss with your supervisor the training programs, conferences, courses and/or other relevant professional development activities you could participate in throughout the year.

Next steps: If you always have the student experience in the forefront of your planning and execution, if you’re a collaborator, an innovator and a person who gets things done, apply today!

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.

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 “Who’s 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 requests additional assistance when needed. Trainings may include, but are not limited to, traveling to various HCC locations including the District Office for extended lengths of time.

Stay abreast of regulatory changes and ensures the information provided to students is accurate and up-to-date.

Assist students and their families in a timely and professional manner. Ensure students feel welcome in the Financial Aid Office, and are treated with the highest level of respect, professionalism, and integrity.

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.

EDUCATION
High school diploma/GED required. Associate’s degree preferred.

EXPERIENCE
Minimum of two (2) years professional work experience directly in a student financial aid office required. Experience must be recent, within last three years (i.e., awarding financial aid, counseling/advising, accounting, federal/state administration, etc.).

Experience working with security sensitive and confidential records.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of federal, state and institutional financial aid programs

Prior employment in a job with a great deal of customer contact is required

Excellent customer service skills, including experience answering financial aid questions by phone or mail, or in person

Excellent interpersonal, oral and written skills

Job requires a high degree of accuracy and attention to details

Ability to work under pressure; may have to work beyond the normal schedule

Ability to work independently, handle multiple tasks, set priorities and meet deadlines

Strong computer skills required, including knowledge of MS Windows, Word, Excel, Access, and PowerPoint & PeopleSoft

 

The Organization

Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. We’re proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.

The Team

Be a part of a dynamic community dedicated to providing the resources, guidance and inspiration needed to create the ultimate student experience: from registration and financial aid applications to the first time they arrive at one of our Centers of Excellence or log in to their first class, from academic success planning to providing a safe environment, and from connecting them with community networks to launching them into the career of their dreams. Make their student experience exceptional.

Location

Houston is a city with limitless possibilities:

 

  • Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.
  • 145 languages are spoken here.
  • Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
  • Houston is a major-league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.
  • The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
  • World-renowned medical care. The Houston metro area has long been known for its first-rate health care system, with many Houston area hospitals consistently ranking among the nation’s top institutions.
  • With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.
  • Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.

    If this sounds like the role for you and you’re ready to join an amazing team, please apply right away.

EEO Statement   

Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status.  The following person has been designated to handle inquiries regarding the non-discrimination policies

David Cross, Director EEO/Compliance, Title IX Coordinator
Office of Institutional Equity

PO Box 667517                                    

Houston TX, 77266

713 718.8271 or Institutional.Equity@hccs.edu

   

HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.

Individuals with disabilities, who require special accommodations to interview, should contact  (713) 718-8565.

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