GENERAL SUMMARY A Financial Aid Counselor is responsible for helping newly enrolled students navigate to the studentaid.gov website to apply for a FAFSA Pin and complete a FAFSA(s) application if the student is financing any part of their education with federal financial aid. The Financial Aid Counselor role resides on a phone queue where newly enrolled students are transferred. The Financial Aid Counselor Team is expected to field 90% of all calls coming into the queue providing exceptional customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES Provides exceptional customer to students and staff: Must be available on phone queue to field proportionate volume of incoming callsInput clear and concise notes into the SIS -CampusVue- Student Information System as well as SalesForce.Run a daily contact report to identify enrolled students that did not complete a FAFSA the day prior and follow up to complete that requirement if applying for federal financial aid.Communicate both internally and externally in a professional manner. Counsels students, parents, and other interested parties on the availability of financial aid programs: Understands what programs are available and the requirements for eachBe able to articulate technical topics in a relatable fashionExplores and explains all relative optionsPursues understanding over delivery of information Is a steward of the Student Finance Department; Keep sensitive information safe and secure Successfully implement new proceduresCollect and store appropriate documentsOther duties as required or assigned. QUALIFICATIONS High School Degree or equivalent, Associate degree preferredPrior financial aid experience a plusPrior call center experience a plusPrior Salesforce experience a plusDependable/ReliableAbility to type 65 WPM -words per minute KNOWLEDGE, SKILLS AND ABILITIES Provide a high level of customer serviceAbility to work in multiple applications simultaneouslyCommunicate effectivelyDetail orientedTime-Management Team playerCoachability: Being receptive to feedback, willing to learn, embracing continuous improvementEthics: Has personal and professional ethics and fosters a diverse and respectful workplace.Ability to build internal and external relationships in a professional mannerComputer proficiency in Microsoft Office and Google SuiteSelf Starter PHYSICAL DEMANDSNature of work requires an ability to operate standard business equipment. Sitting for long periods of time; up to 8 hours of computer and/or phone work daily.WORKING CONDITIONSMajority of work is performed in a general office environment.