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Support Professional, Financial aid

Employer
Grand Rapids Community College
Location
GRCC Main Campus

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Job Details

Job Title: Support Professional, Financial aid
Location: GRCC Main Campus
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 990

External posting, open to any qualified candidate

Date: June 17, 2019

Title: Support Professional – Financial Aid

Position Number: 990

Hours: 40 hours/52 weeks*

Salary: APSS, Level B, $17.08 per hour

Reports to: Associate Director of Financial Aid-Customer Service

Close Date: July 1, 2019

*Must be willing to work a flexible schedule. Schedule may need to be adjusted to accommodate peak periods. This may include some evenings and weekends.

SUMMARY

The Financial Aid Support Professional will function primarily as a student customer care specialist in answering student financial aid requests through the call center, during text campaigns, through the click-to-chat web software, and in person. This individual will also provide student/parents with basic information regarding the admission, orientation, academic advising, registration and payment/refund processes as part of the GRCC Enrollment Management team.

ESSENTIAL JOB FUNCTIONS

    Foster a friendly, supportive, and welcoming environment for students and parents.Assist students and parents by providing information, directions, and next steps through in-person contact, telephone, text messaging, and/or e-mail.Assist students in the use of technology to obtain information and submit applications, including, but not limited to, utilization of the Online Center, FSA ID, FAFSA on the Web, online student loan application process, and the GRCC Foundation online scholarship application.Provide basic information regarding GRCC student services (i.e., application, enrollment, counseling services, etc.).Assist students and parents with interpreting their GRCC student account and planning for payment of the educational expenses.Take a lead role in resolving front-line complaints and reducing frustrations.Refer student/parents to other Financial Aid staff members and/or GRCC departments, as necessary.Assist students and parents by providing student information, directions, and next steps through in-person contact, telephone, testing, or e-mail.Assist students in the use of technology to obtain information and submit applications, including, but not limited to, utilization of the Online Student Center, FSA ID, FAFSA on the Web, and the online student loan application process.Assist students and parents with all aspects of the financial aid application and verification processes.Image and link required financial aid documents received by paper or electronically through fax or email into the Image Now system.Assist in creating, reviewing and revising all financial aid communications and promotional/informational materials.Receive and respond to incoming phone calls to the Financial Aid Office.Coordinate all incoming and outgoing office mail service.Assist in supervision of student employees and coordination of their daily activities.Assist in patch testing for updates to the Campus Wide Information System.Assist with ordering office supplies and printing services jobs for the Financial Aid Office.Regular attendance during normal schedule hours is required. Being present is essential for serving customers and performing the essential functions of this position.Other duties as assigned by the Associate Director of Financial Aid-Customer Service.

JOB SPECIFICATIONS

Education

    Associate’s degree required. National career Readiness Certificate preferred.

Work Experience

    Experience working with the administration of federal student financial aid programs required.At least three (3) years’ experience in a similar customer service position, preferably in higher education.Strong command of the Microsoft Office Suite plus a willingness to learn Campus Wide Information System and Image Now.Finalists will be required to complete an office testing module and meet minimum standards, plus possess excellent proofreading skills and have aptitude for detail work. An in-basket assignment may be required.Fluency in Spanish preferred.

Performance Demands

    Ability to work under pressure with many interruptions in a busy, student-centered environment.Adapt to changing technologies and responsibilities.Must be punctual and have good attendance record.Must enjoy working with the public and possess good oral and written communication skills; ability to manage high volume of service requests via phone and in person promptly, courteously and professionally.Attend professional development conferences, seminars, workshops and webinars to stay abreast of current regulations, trends and best practices in the student financial aid profession.Be flexible in schedule to allow for changes during the semesters, in accordance with busy periods.

Mental Demands

    Display patience, diplomacy, and excellent public relations skills; project professional image.Ability to serve students of diverse backgrounds, intelligence levels, and linguistic abilities.Must be efficient and possess good organization, problem-solving, decision-making, and complaint-resolution skills.Must be good and independent judgment in handling sensitive or difficult situations.Must maintain highest level of confidentiality.Ability to function effectively as a member of a team in a multi-person and high volume customer service department.

Working Conditions

    Offices, classrooms and labs in a customer service setting.Must be willing to work a flexible schedule. Schedule may need to be adjusted to accommodate peak periods. This may include some evenings and weekends.Travel to offsite locations may be required.

METHOD OF APPLICATION

Grand Rapids Community College is only accepting online applications for this position at https://www.grcc.edu/jobs. The posting will remain open until July 1, 2019 at 11:59 PM. Please include your resume and cover letter in one document. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an Equal Opportunity Employer.

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The College will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.

Organization

Working at Grand Rapids Community College

Grand Rapids Junior College (GRJC) was founded in 1914 by the Grand Rapids Board of Education after a resolution was passed by the University of Michigan’s faculty which encouraged the establishment of junior colleges in Michigan.

Today, GRCC’s eight-block downtown campus, encompassing more than 25 acres in downtown Grand Rapids, includes several classroom buildings, a learning center (including the Diversity Learning Center) and library, Spectrum Theater, the Applied Technology Center (which features a green roof), a remodeled music building, a fieldhouse with natatorium, a student center, Bostwick Commons, and the Calkins Science Center.

The college also offers instruction from a variety of regional centers in the metropolitan Grand Rapids area (including numerous local high schools, regional centers and its two Learning Corners on Wealthy St. and Seward Ave.) and on the West Michigan lakeshore (including West Ottawa High School, Careerline Tech Center, the Midtown Holland Center and Grand Valley State University's Meijer Campus in Holland).

In addition, GRCC has two Michigan Technical Education Centers (M-TECs in West Michigan. The Patrick Thompson M-TEC, part of GRCC's Lakeshore Campus, located in Holland, opened in Fall 2000 in partnership with the Ottawa Area Intermediate School District. The Leslie E. Tassell M-TEC ® in Grand Rapids opened in 2002. This world-class facility offers training in manufacturing, auto service, and building and construction trades.

To increase capacity to meet unprecedented demand, GRCC acquired the former campus of Davenport University on Fulton St. in downtown Grand Rapids and began offering courses at Sneden Hall beginning in the Fall 2009 semester.

In Winter 2010, more than 17,000 students enrolled in more than 1,900 liberal arts and occupational courses. The diverse student body represents students from Kent and surrounding counties as well as students from across the U.S. and 22 other nations. Another 10,000 learners are served by non-credit instructional opportunities. In addition to traditional classroom environments, students may also receive instruction through community and distant service-learning offerings, seminars, workshops, training classes, distance learning options and other educational formats. GRCC employs a faculty of more than 260 full-time and 590 part-time members as well as a staff of 430, all of whom are focused on the College’s priorities to be student-centered, collaborative, and flexible. Throughout its 90-year history of academic excellence, GRCC has maintained a solid reputation as a premier transfer institution and is nationally recognized for both its liberal arts and occupational programs. Many GRCC faculty members have been recognized regionally and nationally for their expertise and innovative teaching styles.

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