Enrollment Services & Financial Aid Coordinator

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Job Title:

Enrollment Services & Financial Aid Coordinator

Job Family:

Administrative Support

Full-Time/Part-Time:

Full time

Pay Type:

Hourly

Department:

Enrollment Services

Job Summary:

The Enrollment Services & Financial Aid Coordinator provides exceptional constituent-centered service to students, families, faculty, staff, and the public while protecting the privacy and confidentiality of student information. This position serves as the primary front-line support for Enrollment Services and Financial Aid and is responsible for coordinating operational processes that support both offices. The coordinator serves as the primary point of contact for routine Financial Aid inquiries, manages Financial Aid document workflows, supports Enrollment Services operations, maintains departmental procedures, and collaborates with campus partners to deliver efficient, accurate, and student-centered service.

Job Description:

The Enrollment Services & Financial Aid Coordinator serves as the primary operational liaison between Enrollment Services and Financial Aid. This position provides first-line support for students and families, coordinates the Financial Aid document process, maintains operational procedures, and supports cross-functional workflows that improve efficiency, accuracy, and the overall student experience. The coordinator ensures consistent operational support for Financial Aid while maintaining high-quality customer service across Enrollment Management.

Essential Functions

• Serve as the primary in-person support for Enrollment Services and Financial Aid front desk operations.
• Provide first-line customer service to students, families, faculty, staff, and visitors in person, by telephone, email, postal mail, and virtual meetings.
• Resolve routine inquiries and appropriately escalate counselor-level or leadership-level issues.
• Serve as the primary operational support for Financial Aid document collection, review, routing, tracking, and designated document processing.
• Review submitted documents for completeness and accuracy and communicate outstanding requirements to students and families.
• Monitor Financial Aid document workflows and outstanding requirements.
• Assist during high-volume processing periods, including FAFSA processing, verification, registration, billing, and enrollment deadlines.
• Respond to general Financial Aid questions and refer counselor-level matters appropriately.
• Manage the general Enrollment Services email account and other assigned communication channels.
• Accept student account payments.
• Coordinate production of university identification cards.
• Maintain accurate records in university information systems.
• Maintain operational procedures, service scripts, reference guides, and training materials.
• Identify opportunities to improve workflows, service delivery, and operational efficiency.
• Collaborate with Enrollment Services, Financial Aid, Student Accounts, Admissions, the Registrar's Office, and other campus partners.
• Maintain knowledge of FERPA, financial aid confidentiality requirements, institutional policies, and assigned regulations.

Other Duties

• Assist with testing of new processes and system enhancements.
• Support special projects and departmental initiatives.
• Assist with implementation of new technologies and workflow improvements.
• Complete annual performance review requirements.
• Perform other duties as assigned.

Relationships

Works collaboratively with students, families, faculty, staff, administrators, and campus partners to provide accurate information, resolve routine concerns, and deliver exceptional customer service.

Responsibility for Final Decisions

• Responsible for the quality, accuracy, and timeliness of assigned work.
• Exercises independent judgment within established policies and procedures.
• Determines when issues should be escalated to Financial Aid counselors or departmental leadership.
• May provide guidance and operational training to student employees and staff performing similar work.

Supervision Exercised

• Provides day-to-day guidance and training for student employees.
• Assists with onboarding and operational training related to Enrollment Services and Financial Aid processes.
• Does not directly supervise full-time employees.

Reports To

Director of Enrollment Services

Minimum Qualifications

• Three years of progressively responsible experience in higher education administration, enrollment management, customer service, financial aid, registrar services, student accounts, or a related field.
• Strong organizational, communication, and customer service skills.
• Ability to manage multiple priorities while maintaining accuracy and confidentiality.
• Strong computer proficiency and ability to learn enterprise systems.

Preferred Qualifications

• High School Diploma required, Associate's degree preferred.
• Experience in Financial Aid, Enrollment Services, Student Accounts, Registrar, or Admissions.
• Experience using PowerFAIDS, Workday Student, or similar systems.
• Knowledge of FERPA and financial aid regulations.
• Experience documenting procedures, training staff, and improving workflows.

Knowledge, Skills, and Abilities

• Outstanding customer service.
• Excellent written and verbal communication.
• Attention to detail.
• Process improvement mindset.
• Ability to maintain confidentiality.
• Ability to collaborate across departments.
• Strong organizational and time-management skills.
• Commitment to continuous improvement and student-centered service.

Work Conditions

Work is performed under normal office conditions and requires regular in-person presence. The position routinely interacts with students, families, faculty, staff, and visitors and requires prolonged periods of customer service, computer work, document processing, and collaboration across Enrollment Management.

Education Requirements:

Bachelors

Certification Requirements:

Job Posting End Date (if date is blank, posting is open ended):

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